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Skills

  • Customer service
  • TCP/IP
  • MS Office
  • Documentation creation and review
  • System equipment
  • Mac systems
  • Software diagnosis
  • Basic method understanding
  • Data entry
  • Staff education and training

Work Experiences

  • Achieved for 2 consecutive months.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved a personal customer satisfaction rating of 57%.
  • Automated common support tasks with Microsoft Excel, reducing manual interventions by 80% and increasing support team bandwidth.
  • Achieved results within 18 months.
  • Assisted in the resolution of customer issues by working cross-functionally with Product, Engineering, and QA teams, cutting open tickets by 37%.
  • Authored and optimized customer-facing support articles, driving 71% increased usage of self-service channels in 6 months.
  • Described framework solutions to customers to aid in problem resolution.
  • Achieved a 78% improvement in team KPIs.
  • Worked closely with Tableau and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Supporting hardware and software issues for framework computer systems is a skillful Support Operator.
  • Support Operator with a 8-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Adept Support Operator focused on streamlining issue resolution.
  • Achieved a 80% reduction in support requests within 18 months.
  • Costs were consistently reduced while profits were increased.
  • Boosted overall customer satisfaction.
  • Achieved a 66% reduction in open customer service tickets.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Maintained a customer satisfaction rate of 60% by managing client expectations and providing clear communication.
  • Led implementation of new CRM system for support team, improving documentation and knowledge sharing by 33%.
  • Influenced product development by analyzing customer feedback on SAP, leading to 22% enhancement in functionality.
  • Awarded ‘Top Performer’ recognition by exceeding individual resolution targets for 3+ consecutive months.
  • Provided technical assistance for Jira, enhancing first-call resolution rates by 53% over three years.
  • Collaborated with team of 10 in the development of standard.
  • Authored and optimized customer-facing support articles, driving 73% increased usage of self-service channels in 6 months.
  • Successfully transitioned 12 high-priority clients to new service contracts with over 16% client satisfaction.
  • Created and maintained a knowledge base that improved ticket resolution time by 26%.
  • Acted as the main point-of-contact for Power BI warranty issues, achieving a 84% reduction in customer complaints.

Affiliations

  • Association for Talent Development (ATD), focused on customer service and training
  • Global IT Service Management Forum (itSMF), Regional Chapter Member
  • American Medical Informatics Association
  • Association for Computing Machinery
  • CompTIA IT Support & Help Desk Interest Group
  • American Marketing Association
  • Association of Information Technology Professionals
  • International Council of Nurses
  • Freemason
  • Microsoft Certified Professional for Customer Service Roles (MCP)

Certifications

  • Certified Technical Support Professional (CTSP)
  • CompTIA Cloud Essentials+
  • Certified Information Technology Management Professional (CITMP)
  • Salesforce
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Google IT Support Professional Certificate
  • Microsoft Certified: Data Analyst Associate
  • Certified Public Accountant
  • CompTIA Security+
  • CompTIA A+

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