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Skills

  • Desktop support
  • Budgets
  • Team building
  • Incident Management
  • TCP/IP
  • Mac systems
  • Root cause analysis
  • Team management
  • Help desk software proficiency
  • Communications

Work Experiences

  • Adjusted support workflows and best practices.
  • 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.
  • Created tailored troubleshooting protocols which decreased the average times to troubleshoot issues by 34% across the Workday.
  • Contributed to feature development.
  • Collaborated with cross-functional teams.
  • Worked closely with HubSpot and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved 8% client satisfaction.
  • Cut average resolution time by 23% %.
  • Created tailored troubleshooting protocols.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in budget management and risk assessment backed up by Miscellaneous training.
  • Clear understanding of cross-functional collaboration and vendor management as well as strategic planning training.
  • Supporting hardware and software issues for process computer systems is a skillful Software Support Representative.
  • Achieved significant improvement in team competency.
  • Applied protocols across Power BI systems.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved a 40% decrease in downtime by developing solutions during software repair periods, ensuring critical systems remained operational.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Improved help-desk efficiency by integrating Power BI automation tools, leading to a 62% reduction in escalations.
  • Coordinated with security teams to review and update system security measures, ensuring that systems were compliant with the latest PMP standards.
  • Worked closely with the product development team to fine-tune features ahead of major releases, reducing customer-reported issues by 36% after launch.
  • Led cross-department initiatives to align product features with customer needs, reducing feature-related tickets by 28% post-release.
  • Identified recurring client issues and worked with development to implement preventative patches, reducing ticket generation by 77%.
  • Resolved networking and application issues remotely, achieving 13% first-call resolution and reducing unnecessary site visits.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Converted dissatisfied clients into loyal advocates through exceptional conflict resolution, boosting customer satisfaction scores by 80%.
  • Provided technical support for Tableau, resolving over 11+ support tickets with a 61% resolution rate and ensuring customer satisfaction.
  • Initiated a customer feedback loop that directly influenced a Adobe Creative Suite UI/UX overhaul, reducing support escalations related to usability by 17%.

Affiliations

  • Help Desk Institute (HDI)
  • American Society of Safety Professionals
  • Agile Alliance
  • Information Technology Infrastructure Library (ITIL) Foundation Member
  • Association of Support Professionals (ASP)
  • Computing Technology Industry Association (CompTIA)
  • Technical Support Executives Network
  • International Customer Management Institute (ICMI)
  • Salesforce Certified Professionals Group
  • International Association of Cloud & Computing Professionals

Certifications

  • Apple Certified Associate (ACA)
  • Microsoft Certified: Azure Fundamentals
  • Project Management Professional (PMP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Professional (CTSP) Lakeside Partners
  • ITIL Foundation Certificate in IT Service Management
  • Certified Business Analysis Professional (CBAP)
  • Zendesk Support Administrator Certificate
  • Certified Multicloud Academy Support Engineer (CMASE)
  • Certified Help Desk Technician (CHDT)

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