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Skills

  • First-call resolution (FCR) improvement
  • Asset management and tracking systems
  • Continuous improvement in service workflow
  • Organization
  • Adapting to new technologies and systems
  • Project organization
  • Cash Handling
  • Cross-functional collaboration on technical issues
  • Time management
  • Hospitality best practices

Work Experiences

  • Collaborated with cross-functional teams to escalate and resolve technical issues, significantly decreasing backlog from 4 to 8 within 9 months.
  • Started cross-selling and upselling conversations with customers to encourage them to buy more products and increase sales.
  • Adhered to strict deadlines.
  • Discovered issues with system hardware, network infrastructure, and connectivity that prevented user-initiated tasks from being completed.
  • Identified and resolved issues with user system functionality so that desired operations could be completed.
  • Assisted in migrating users' email systems.
  • Achieved a 18 months resolution time for high-priority cases.
  • Assisted in migrating 7 users' email systems to QuickBooks, ensuring a smooth transition with minimal downtime.
  • Was in charge of a fast-paced front desk operation at a busy process facility with up to 5 nightly visitors.
  • Dealt with user customer service issues and determined when problems should be escalated to specialist team members.

Summaries

  • Achieved an average resolution time of 6 months for high-priority cases.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Possessing a complete dedication to guest satisfaction.
  • Achieved a 52% reduction in system downtime.
  • Achieved a 64% decrease in response time.
  • Provides dynamic service to customers and visitors.
  • Service Desk Representative with extensive initiative industry experience and high-level technical skills.
  • Individual with a charming and poised demeanor who performs various tasks, including data analysis and team leadership.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Collaborated with team of 15 in the development of standard.
  • Identified and resolved network connectivity issues for 9 users within three years, contributing to an overall reduction in downtime incidents by 24%.
  • Designed a ticket prioritization method that reduced response time for critical issues by 11 minutes, enhancing service reliability.
  • Supported Level 1 and Level 2 technical requests, successfully resolving 45% without escalation, contributing to reduced workloads for senior staff.
  • Proactively monitored and escalated critical technical issues, reducing ticket resolution time by 40% within Microsoft Excel system.
  • Served as the escalation point for difficult technical issues, directly resolving 81% of tickets that otherwise would have required senior intervention.
  • Led post-incident reviews for all critical system outages, implementing lessons learned that improved incident response times by 65%.
  • Efficiently handled over 14 calls daily in a high-volume technical support environment, while maintaining a customer satisfaction score of 19%.
  • Identified and implemented security patches in Asana, reducing potential intrusion points by 31% and improving long-term system stability.
  • Provided support for cloud-based services, ensuring successful data recovery for 17 users and maintaining operational continuity through proactive interventions.

Affiliations

  • American Society of Safety Professionals
  • Lions Club
  • Participated in Microsoft’s FastTrack Office 365 Deployment Program
  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Active participant in Service Desk Institute (SDI) webinars
  • CompTIA A+ Certified 2016
  • American Marketing Association
  • CompTIA’s IT Pro Community
  • Project Management Institute

Certifications

  • HDI Support Center Analyst (HDI-SCA)
  • ZenDesk Support Certification
  • CompTIA Security+
  • CompTIA A+ Technician
  • CompTIA A+ Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified ITIL Practitioner
  • Project Management Professional (PMP)
  • Certified Information Security Manager (CISM)
  • Certified Help Desk Manager (CHDM)

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