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Skills

  • Regulatory compliance
  • Business operations
  • Team building
  • Root cause analysis
  • Data recovery
  • Software diagnosis
  • Data entry
  • Relationship development
  • Automation in Support Systems
  • Project organization

Work Experiences

  • Achieved a 32% improvement in response times.
  • Conducted regular client training on Salesforce.
  • Achieved a 26% reduction in service interruptions.
  • Collaborated with internal audit.
  • Conducted regular client training on Microsoft Excel to reduce support requests, leading to a 72% drop in client-reported issues over 2018.
  • Achieved a 71% decrease in repeat service tickets.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Analyzed key performance indicators (KPIs) related to service requests.
  • Achieved executive approval for a $3 budget increase.
  • Collaborated with R&D teams to create knowledge bases that quickly resolved frequently encountered issues, resulting in a 38% decrease in repeat service tickets.

Summaries

  • Promotes workflow optimization and process improvement skills that are dynamic.
  • Accomplished Service Support Engineer, recognized for achieving same-day resolution for critical system failures, reducing downtime and ensuring client satisfaction.
  • Subject matter expert on SAP with exceptional skills and knowledge in cross-functional collaboration.
  • Permissions, filters, and file sharing are all skills she possesses.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 43% reduction in service interruptions across Boston through effective root cause analysis and targeted training for support staff.
  • Service Support Engineer is a multi-talented Service Support Engineer who is consistently rewarded for planning and operational improvements.
  • Adept at automating diagnostics and troubleshooting processes, resulting in 28% faster problem resolution across hardware and software systems.
  • Specializes in standard and procedure product troubleshooting.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Documented and resolved procedure which led to program.
  • Trained support staff across Portland and Chicago on new tools and procedures, boosting team response effectiveness by 33%.
  • Implemented program within the support workflow, leading to 32% reduction in system alert response times.
  • Led cross-functional team during high-pressure incidents, delivering resolution within 9 hours, exceeding SLA performance targets by 64%.
  • Resolved critical Tableau outages within SLA timelines to minimize business downtime, resulting in 62% improvement in customer satisfaction ratings.
  • Coordinated with vendors to resolve third-party integration issues using Asana, reducing downtime for enterprise clients by 27%.
  • Established a feedback loop with the product management team to continuously improve support processes and product roadmaps, reducing service errors by 40%.
  • Supported on-site and remote teams through Tableau integration, improving end-user satisfaction by 26% with best-in-class communication.
  • Joined cross-functional efforts to address major incidents during peak service hours, resulting in a 63% faster resolution.
  • Spearheaded the deployment of QuickBooks to 15 global locations by coordinating across cross-functional teams, improving deployment efficiency by 34%.

Affiliations

  • Member, DevOps Institute
  • Member, Customer Experience Professionals Association (CXPA)
  • Certified in First-Call Resolution Practices, category
  • Certified Problem Solver, Kepner-Tregoe Certification
  • Active Member, Society of Service and Support Engineers
  • Participant, Root Cause Analysis & Incident Response Group
  • Participant, Service Delivery Consortium (SDC)
  • Rotary International
  • Member, Technical Documentation Society
  • Active Member, International Association for the Management of Technology (IAMOT)

Certifications

  • F5 Certified BIG-IP Administrator (F5-CA)
  • Project Management Professional (PMP)
  • ServiceNow Certified System Administrator
  • Certified ScrumMaster (CSM)
  • AWS Certified Solutions Architect – Associate
  • Linux Professional Institute Certification (LPIC-1)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • HDI Support Center Analyst (HDI-SCA)
  • Microsoft Certified: Azure Network Engineer Associate

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