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Skills

  • End-to-end hardware support
  • Problem resolution
  • Automating routine troubleshooting tasks
  • Multi-platform technical support expertise
  • Identifying user pain points for development feedback
  • Customer satisfaction score improvements
  • Relationship development
  • Mac systems
  • Data entry
  • Documenting complex error resolutions

Work Experiences

  • Contributed expert knowledge on process in the beta testing phase, improving the efficiency of product functionality for early adopters.
  • Collaborated with the product development team to identify recurring user pain points, reducing overall support ticket volume by 63% during 2020.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Collaborated with the customer success team.
  • Described framework solutions to customers to aid in problem resolution.
  • Analyzed and tracked incidents to identify trends for root cause analysis, preventing recurring issues in mission-critical systems.
  • Advised clients on software compliance issues.
  • Increased company revenue by 15% beyond two years targets by upselling products and services.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Used client relations and team leadership to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Excellent Software Support Technician with 8 years of experience providing exceptional support to users at all levels.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Accomplished leader who regularly organizes team meetings to proactively address support delivery issues, resulting in continuous improvements to technical processes.
  • Collaborated with product teams.
  • Within Miscellaneous, senior Software Support Technician and outstanding performer in stakeholder engagement and project management.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Scrum Master and ITIL are proudly certified.
  • Costs were consistently reduced while profits were increased.
  • Action-oriented Software Support Technician.
  • Achieved a 71% increase in support team productivity.

Accomplishments

  • Facilitated beta testing for method, identifying and documenting 13 bugs and feature requests, which were implemented to enhance user experience.
  • Collaborated with cross-functional teams to implement a new support ticket triaging process, decreasing response times by 13%.
  • Resolved connectivity issues for remote employees via VPN setup and troubleshooting, reducing downtime by 46% hours over a 13-month period.
  • Configured email server accounts, troubleshooting and resolving cloud-based email issues for 8 users.
  • Received PMP for proficiency in QuickBooks, boosting team output by applying advanced expertise to complex issues.
  • Trained new team members on specific diagnostic tools and troubleshooting techniques for remote and on-site software support.
  • Maintained system security policies and responded to security breaches within several months, reducing overall system vulnerabilities by 34% a year.
  • Provided multi-platform technical support (Windows, macOS, Linux), resolving issues for 5 users in a cross-operating system environment.
  • Collaborated with team of 6 in the development of metric.
  • Diagnosed and resolved network connectivity issues for a user base of 10, improving internal communication speeds and productivity by 75%.

Affiliations

  • Certified ScrumMaster (CSM) from Scrum Alliance
  • International Council of Nurses
  • Involved in Society of Service Delivery Professionals (SSDP)
  • Jaycees
  • Oracle University Certified Java SE 2024 Edition
  • Technical Support Management Association (TSMA)
  • Toastmasters
  • Electronic Technicians Association (ETA) – Computer Support Specialist Certification
  • Linux Professional Institute (LPI) Member
  • Certified Information Systems Security Professional (CISSP) - 2015

Certifications

  • ServiceNow Certified System Administrator
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Google IT Support Professional Certificate
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Public Accountant
  • CompTIA Network+
  • Certified Internet Web Professional (CIW)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Administrator Associate

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