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Skills

  • Customer service
  • Risk assessment and mitigation
  • Customer satisfaction improvement
  • Root cause analysis
  • Mac systems
  • Data recovery
  • Technical documents comprehension
  • Staff education and training
  • Project organization
  • Organization

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Increased company revenue by 15% beyond 6 months targets by upselling products and services.
  • Crafted a knowledge base from scratch.
  • Coordinated 24/7 support coverage.
  • Achieved a 28% decrease in basic support requests.
  • Assisted in the rollout of the Jira.
  • Collaborated with international teams to coordinate 24/7 support coverage, leading to a decrease in after-hours escalations by 77%.
  • Described metric solutions to customers to aid in problem resolution.
  • Configured software solutions on over 2 workstations.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Achieved 62% improvement in equipment functionality.
  • ServiceNow expert and Power BI user.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved 18% SLA compliance.
  • Achieved 70% success in resolving critical incidents.
  • Promotes workflow optimization and data analysis skills that are dynamic.
  • Site Support Specialist with a 9-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Supporting hardware and software issues for process computer systems is a skillful Site Support Specialist.
  • Adaptable Site Support Specialist.
  • Committed to advancing team technical literacy with comprehensive internal training programs, increasing technical proficiency rates by 34%.

Accomplishments

  • Developed a comprehensive training program that raised onboarding efficiency and reduced new hire support request rates by 47%.
  • Collaborated with engineering team to troubleshoot complex systems, reducing ticket escalation by 30% and improving overall resolution time.
  • Documented common support issues and solutions, creating a knowledge base resource that reduced ticket volume by 28%.
  • Improved customer satisfaction scores by 32% through empathetic and patient communication while resolving potentially complex technical issues.
  • Awarded 'Innovation Award' for outstanding performance in optimizing IT service management processes, leading to a 48% improvement in helpdesk efficiency in 2023.
  • Created custom scripts to automate routine IT support tasks, reducing manual effort and saving team members 17 hours of work weekly.
  • Collaborated with team of 14 in the development of procedure.
  • Delivered technical training sessions to cross-functional teams, increasing technical proficiency by 25% across departments, enhancing productivity.
  • Resolved product issue through consumer testing.
  • Played an integral role in the successful rollout of ServiceNow, managing user onboarding and providing subsequent support to ensure smooth adoption.

Affiliations

  • Affiliate, Site Support and Remote IT Professionals Network
  • Association of Information Technology Professionals
  • Presenter, IT Infrastructure and Operation Management Conferences
  • American Society of Safety Professionals
  • Regular attendee, Help Desk Institute (HDI) Conferences
  • Certification holder, Microsoft Certified Solutions Expert (MCSE)
  • American Medical Informatics Association
  • Member, International Association of Computer Science and Information Technology (IACSIT)
  • Member, Association for Information Technology Professionals (AITP)
  • Member, National Association of Software and Service Companies (NASSCOM)

Certifications

  • ServSafe
  • Certified ITIL Practitioner (CITP)
  • Google IT Support Professional Certificate
  • Google Workspace Administrator Certification
  • CompTIA A+ Certification
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Ethical Hacker (CEH)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Information Systems Auditor (CISA)

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