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Skills

  • Staff education and training
  • Effective prioritization of issues
  • Customer service expert
  • Customer retention strategies
  • Software diagnosis
  • Budgets
  • Project organization
  • Business operations
  • First Aid/CPR
  • Supervision

Work Experiences

  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with the product development team to improve features based on customer feedback, leading to an increase in client satisfaction by 75%.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Assisted in auditing user logs.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Actively engaged clients to offer preventative maintenance advice that cut unexpected system failures by 39% over 2018.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved results in 2022.
  • Worked closely with ServiceNow and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Calibrated support queues.

Summaries

  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in risk assessment.
  • Adept at collaborating with engineering.
  • Excellent Software Support Executive with 4 years of experience providing exceptional support to users at all levels.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved aggressive response time targets.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 62% decrease in escalation rates.
  • Adept at training new team members.
  • Software Support Executive is a multi-talented Software Support Executive who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Increased operational efficiency by refining escalations and supporting the rollout of framework, reducing recurring tickets by 44%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Liaised between product development and end-users to ensure technical updates were aligned with user needs and reduced bug reports by 38%.
  • Developed training sessions for new team members focused on common pitfalls, improving first resolution accuracy by 83%.
  • Troubleshot and successfully resolved complex API integration errors with a 98% success rate.
  • Assessed and integrated customer feedback into actionable system improvements, enhancing user experience in HubSpot.
  • Reduced unexpected system failures by 20% through proactive client counseling on preventing recurring issues within 2019.
  • Managed 2 critical client projects simultaneously while maintaining a response time under 7 hours.
  • Collaborated with team of 2 in the development of initiative.
  • Developed a metric-driven dashboard to enable real-time analysis of support performance, improving visibility for upper management.

Affiliations

  • National Association of Social Workers
  • International Association for Software Support (IASS)
  • Association of Support Professionals (ASP)
  • Institute of Electrical and Electronics Engineers (IEEE) - Software Development Community
  • American Management Association (AMA) - Customer Support Division
  • Association for Computing Machinery
  • Rotary International
  • Association of Information Technology Professionals
  • Association for Computing Machinery (ACM)
  • Technology Professionals Networking Group (Atlanta Chapter)

Certifications

  • Atlassian Jira Service Desk Administrator Certification
  • ServSafe
  • CompTIA IT Fundamentals (ITF+)
  • Certified in ITSM Best Practices by initiative
  • Certified Help Desk Manager (CHDM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • IBM Certified Application Developer – Cloud Solutions process
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Cloud+ Certification
  • Microsoft Certified: Dynamics 365 Fundamentals

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