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Skills

  • Bug Tracking and Reporting
  • Computer maintenance
  • Customer Relationship Management (CRM)
  • Hardware upgrades
  • LAN aptitude
  • Supervision
  • Invoice generation
  • Process improvement
  • Active listening skills
  • First Aid/CPR

Work Experiences

  • Addressed unresolved tickets.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Collaborated with the analytics team.
  • Achieved a 22% user retention rate.
  • Achieved a 15% reduction in repeated issues.
  • Boosted department performance by 62%.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Achieved a 20% increase in departmental efficiency.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Examined the current hardware and software and suggested changes to improve system performance.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Service Support Agent capable of assisting initiative users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • CPA certified
  • Six Sigma and OSHA are her areas of expertise.
  • Service Support Agent who is dependable and has 18 years of helpdesk experience.
  • Has exceptional workflow optimization and data analysis abilities.
  • Complicated concepts must be communicated in a clear and concise manner.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Results-oriented Miscellaneous professional with process improvement, project management, and data analysis strengths.

Accomplishments

  • Earned PMP in Salesforce to further enhance troubleshooting capabilities, leading to a 64% increase in first-time ticket resolutions.
  • Built and maintained relationships with high-profile clients, ensuring 82% contract renewals for enterprise accounts.
  • Developed and administered internal knowledge base resources, driving a 65% improvement in average first-contact resolution rates.
  • Created automated case-routing rules in Workday, decreasing ticket queue times by 41% for standard support tier.
  • Successfully handled 5 customer escalations per month, with 67% of cases achieving positive feedback ratings.
  • Leveraged data analysis tools to identify and resolve recurring customer issues, contributing to a 21% reduction in escalations over 2019.
  • Reduced ticket handling time by 63% by implementing automation workflows in Asana, driving faster resolution times for standard customers.
  • Provided post-incident follow-up calls for critical issues, achieving 67% verified resolution rate and reducing re-opened cases.
  • Reduced manual errors by 40% by introducing process automation tools for ticket assignment in HubSpot, enhancing overall efficiency.
  • Consistently maintained a 72% or higher satisfaction rating in customer feedback surveys, becoming a top performer within the service team.

Affiliations

  • Certified Support Agent, HDI, demonstrating mastery in key support competencies including first contact resolution and escalation processes.
  • Certified Specialist, First Contact Resolution Methodologies from the Harvard Business Review Accelerator Program.
  • Alumni, Associate Degree in Information Technology, process, focusing on network management and customer service relations in technical support roles.
  • Volunteer Trainer, Local IT Help Desk Association, assisting in tiered technical support training for new recruits.
  • Completed certification in Remote Troubleshooting for Windows-based systems through Microsoft Learning.
  • Volunteer, Basic IT Support Workshops for Nonprofits, program, providing guidance on implementing low-cost technology solutions.
  • Volunteer, Service Desk Institute (SDI), assisting in peer-driven initiatives to enhance customer service methodologies within the tech support industry.
  • Completed coursework in Remote Desktop Support and Troubleshooting Basics through LinkedIn Learning, enhancing technical skills for seamless issue resolution.
  • Completed advanced course in Data Analysis for Technical Support Teams through Coursera, specializing in analyzing and solving recurring technical issues.
  • Member, Network Computing Association, contributing to discussions on best practices in handling technical escalations and support ticket management.

Certifications

  • CompTIA Security+
  • Certified Technical Support Engineer (CTSE)
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • Microsoft Office Specialist (MOS)
  • Pega Certified System Architect (PCSA)
  • ITIL v4 Foundation Certification from Harbor & Co.
  • First Aid/CPR
  • SAP Certified Application Associate – Customer Support Management
  • Help Desk Institute (HDI) Support Center Analyst
  • Microsoft Certified: Customer Data Platform Specialty

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