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Skills

  • MS Office
  • End-user training on system maintenance
  • TCP/IP
  • Interpersonal skills in client communication
  • Designing technical support tracking systems
  • Mac systems
  • Knowledge base article creation
  • Problem resolution
  • Regulatory compliance
  • Escalation management for critical technical issues

Work Experiences

  • Assisted in root-cause analysis of systemic issues.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Assumed temporary lead role in absence of the supervisor, ensuring that daily support targets were consistently met or exceeded.
  • Communicated technical solutions to customers.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 3 new accounts.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Analyzed and tracked incidents to identify trends for root cause analysis, preventing recurring issues in mission-critical systems.
  • Co-authored over 16 knowledge base articles.
  • Assisted in root-cause analysis of systemic issues with standard, directly reducing software downtime by 42% hours per month.

Summaries

  • Power BI expert and ServiceNow user.
  • Achieved results within 3 months.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Software Support Technician is a multi-talented Software Support Technician who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Collaborative support expert.
  • Adept at analyzing, documenting, and solving complex system errors, serving as a knowledge base for new technicians and ensuring resolution of challenging issues.
  • Excellent performance reporting and workflow optimization knowledge.
  • Adept at analyzing complex system errors.

Accomplishments

  • Created and maintained service-level agreements (SLAs) for ServiceNow, achieving a 51% improvement in service delivery metrics.
  • Facilitated beta testing for method, identifying and documenting 13 bugs and feature requests, which were implemented to enhance user experience.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handling the installation, configuration, and maintenance of Asana, substantially reducing technical support calls by 83% across 17 departments.
  • Resolved connectivity issues for remote employees via VPN setup and troubleshooting, reducing downtime by 46% hours over a 13-month period.
  • Collaborated with the customer success team to identify high-priority clients and streamline their technical support experience, increasing overall client retention by 55%.
  • Authored in-depth technical documentation for internal teams, standardizing the troubleshooting process for ServiceNow.
  • Supported various integration projects between Microsoft Excel, providing technical expertise that reduced system compatibility issues by 48%.
  • Diagnosed and resolved network connectivity issues for a user base of 10, improving internal communication speeds and productivity by 75%.
  • Assisted in the roll-out of Adobe Creative Suite across the company, ensuring full compliance with industry standards and reducing security threats by 48% over the past year.

Affiliations

  • Society of Women Engineers
  • International Council of Nurses
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Customer Service Support Professional (CSSP)
  • Zendesk Partner Program Member
  • Rotary International
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • User Experience Professionals Association (UXPA)
  • Certified Information Systems Security Professional (CISSP) - 2015

Certifications

  • CompTIA Network+
  • Certified Ethical Hacker (CEH)
  • HDI Desktop Support Technician (DST) Certification
  • Salesforce
  • HDI Customer Service Representative (CSR) Certification
  • Cisco Certified Specialist - Enterprise Core
  • CompTIA Server+ Certification
  • Certified Cisco Network Support Technician (CCNST)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Technical Support Specialist (CTSS)

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