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Skills

  • Diagnostics and troubleshooting
  • Client-facing communication skills
  • Field repair operations in challenging environments
  • Team management
  • Supervision
  • Relationship development
  • MS Office
  • Manufacturing liaison for product troubleshooting
  • First Aid/CPR
  • Detail-oriented troubleshooting

Work Experiences

  • Applied certification to repair over 3 units of ServiceNow.
  • Completed 9 repair tickets per day.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved this over three years.
  • Completed tasks within 18 months.
  • Cleared 6 tickets.
  • Assisted in creating a customer self-help troubleshoot guide.
  • Conducted maintenance during off-peak periods.
  • Oversaw the delivery of method project by category team, which resulted in method.
  • Achieved 'as-new' standard for refurbished units.

Summaries

  • Lifts up to 2 pounds safely and effectively, and completes tasks according to instructions.
  • Achieved results within 6 months.
  • Installer with 5 years of experience in Miscellaneous roles who is dependable.
  • Certified Service Repair Operator with expertise in advanced diagnostics for ServiceNow, specializing in minimizing downtime and maximizing equipment performance for top-tier clients.
  • Clear understanding of stakeholder engagement and project management as well as performance reporting training.
  • Collaborated closely with R&D teams to optimize ServiceNow, implementing feedback that yielded a 41% improvement in product performance for future iterations.
  • Applied knowledge to streamline the repair process.
  • Achieved significant process improvements.
  • Avoided job delays.
  • Adept at cutting warranty repair incidents by 50%.

Accomplishments

  • Serviced an average of 14 Jira units daily, achieving 60% above monthly benchmarks for operational efficiency.
  • Led maintenance and system upgrades for Workday, improving operational uptime by 84% compared to previous benchmark performance.
  • Partnered with cross-departmental teams to standardize a troubleshooting procedure, cutting service callbacks by 42%.
  • Worked with engineers to develop a failure-mode diagnostic tool that reduced repair times for Adobe Creative Suite by 76%.
  • Trained and mentored a team of 2 junior technicians, resulting in a 69% increase in service quality and customer satisfaction.
  • Optimized scheduling practices, cutting administrative overhead by 70% and ensuring smoother service operations.
  • Resolved product issue through consumer testing.
  • Reduced the average number of revisits for ongoing repair needs by 65%, focusing on detailed diagnostics and preventive measures.
  • Led a cross-functional team on a project to improve calibration processes, resulting in 75% improvement in overall tool effectiveness.
  • Instrumental in diagnosing and repairing ServiceNow issues, with an overall part replacement cost savings of 9 per quarter.

Affiliations

  • Certified Service Manager (CSM) Certification - Service Strategies
  • National Skills Coalition for Manufacturing
  • IEEE Electronics Packaging Society
  • American Marketing Association
  • International Facility Management Association (IFMA)
  • Association for Supply Chain Management (APICS)
  • Equipment Maintenance Technicians Association (EMTA)
  • Association of Equipment Manufacturers (AEM)
  • Association for Computing Machinery
  • National Association of Social Workers

Certifications

  • Certified Automation Professional (CAP)
  • Lean Six Sigma Green Belt Certification
  • Certified Product Support Professional (CPSP)
  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional Maintenance Manager (CPMM)
  • ISO 9001 Internal Auditor Certification
  • Universal Refrigeration Technician (EPA 608 Certification)
  • Certified Hardware Asset Management Professional (CHAMP)

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