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Skills

  • Customer service
  • Analytical problem solving
  • First-call resolution (FCR) improvement
  • Operational workflow design
  • Multi-tasking and prioritization
  • Operational improvement
  • Enterprise-level support
  • Knowledge Base Development
  • Communications
  • Customer feedback loop design

Work Experiences

  • Collaborated with the engineering team to deliver software patches, which reduced critical system bugs by 19% in several months.
  • Coached junior team members on troubleshooting techniques.
  • Analyzed and resolved over 10 daily support tickets for complex Microsoft Excel issues, improving the average response time by 43%.
  • Assisted in upgrading the knowledge base platform, which was accessed by 3 users monthly, to drive consistency in troubleshooting approaches.
  • Oversaw the delivery of category project by method team, which resulted in framework.
  • Analyzed recurring incidents and coordinated with the development team to deploy a fix, resulting in a 84% reduction of similar tickets.
  • Awarded for customer service excellence.
  • Assisted in upgrading the knowledge base platform.
  • Achieved results in several months.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Collaborative problem solver.
  • Achieved a 67% reduction in customer wait times.
  • Achieved 66% improvement in client retention rates.
  • Excellent understanding of how to prepare and maintain category equipment.
  • Achieved ongoing improvements in team troubleshooting effectiveness.
  • Achieved 63% resolution rates.
  • Committed to time-to-resolution enhancement strategies.
  • Achieved a 48% decrease in customer churn year-over-year.
  • Capable of consistently delivering comprehensive technical support to enterprise clients, reducing technical downtime and enhancing operational efficiency.
  • Clear understanding of strategic planning and budget management as well as quality assurance training.

Accomplishments

  • Reduced ticket backlog by 22% by implementing an optimized weekend on-call schedule, enhancing support team responsiveness.
  • Created a robust video-based resource library which dropped call volumes by 46% in a 12 months timeframe.
  • Authored comprehensive troubleshooting guides which contributed to cutting customer onboarding durations by 7 days.
  • Proactively monitored and escalated critical incidents, allowing for a 30% faster resolution time compared to 2024.
  • Collaborated with product managers to optimize user-interface design, resulting in a 81% lower customer confusion rate in the Asana.
  • Devised a new triage process that contributed to reducing critical incident wait times by 59% while keeping compliance with SLA standards.
  • Created scalable templates for frequently asked questions and common troubleshooting which reduced ticket volume by 9 cases monthly.
  • Monitored and improved SLAs across 12 departments, maintaining performance above 30% for 2017.
  • Introduced problem-solving framework that reduced escalated cases by 19% over a 2018 period.
  • Integrated a self-service chat feature which saw 10 daily user interactions and reduced live agent dependency by 52%.

Affiliations

  • Freemason
  • Microsoft Certified: Azure Fundamentals - Awarded certification in 2017, validating knowledge in cloud solutions for customer and business issues.
  • Association of Data Analysts (ADA) - Participate in analytics programs to better interpret ticket resolution metrics and customer satisfaction data.
  • Society of Customer Relations Management (SCRM) - Engaged in continual professional development and networking for call center and support professionals.
  • American Medical Informatics Association
  • International Council of Nurses
  • International Association of IT Asset Managers (IAITAM) - Certified Asset Manager, improving asset governance and optimizing support transparency.
  • Society of Women Engineers
  • Agile Alliance - Member since 2021, applying Agile methodologies to improve workflows and reduce ticket resolution time.
  • Association of Information Technology Professionals

Certifications

  • Google IT Support Professional Certificate
  • CompTIA Security+
  • CompTIA IT Operations Specialist (CIOS)
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Security Manager (CISM)
  • Microsoft Certified: Azure Fundamentals
  • First Aid/CPR Certified
  • Customer Relationship Management (CRM) Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Knowledge Manager (CKM)

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