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Skills

  • Market research
  • Problem resolution
  • Miscellaneous expertise
  • MS Office
  • Team building
  • Program equipment
  • System diagnostics
  • Process improvement
  • Product promotions
  • Organization

Work Experiences

  • Achieved a 22% decrease in critical alerts.
  • Achieved Employee of the Year recognition for consistently improving service quality across Raleigh by diagnosing and resolving 5 complex issues monthly.
  • Closed over $3 in sales, which included preparing contracts and processing order forms each one year.
  • Achieved a reduction of 7 hours.
  • Achieved an average customer satisfaction rating of 75%.
  • Achieved Innovation Award recognition.
  • Collaborated with cross-functional teams on large-scale deployments of Salesforce, completing 10 successful implementations by 2021.
  • Achieved 68% faster deployment times.
  • Achieved results in 2016.
  • Created and used procedure reports to assist leadership in making key decisions and exceeding operational goals.

Summaries

  • Achieved 81% fewer critical alerts.
  • System Service Representative with 12 years of successful risk assessment and budget management experience.
  • Customer service, research, and conflict resolution skills are all excellent.
  • Dedicated, articulate, and tenacious sales professional with a track record of exceeding goals through the use of strategy and advanced people skills.
  • Exceptional at acquiring new customers and maintaining existing accounts to ensure consistent revenue growth.
  • Costs were consistently reduced while profits were increased.
  • Customers have increased by 6%, and new sales revenue has increased by more than $7.
  • Dedicated Sales Representative with a track record of identifying prospects and converting them into customers.
  • Achieved 14% faster completion than projected schedule.
  • Boosted customer satisfaction.

Accomplishments

  • Monitored and updated system configurations, preventing 17 major incidents and ensuring smooth operations for critical business systems.
  • Managed the deployment of Adobe Creative Suite systems across 2 remote business centers, completing the project the past year ahead of schedule.
  • Delivered remote system diagnostics using SAP, resolving 58% of issues without needing on-site interventions.
  • Led training sessions for QuickBooks system users, boosting average user productivity by 58%.
  • Conducted hardware replacements and software patches, reducing recurring service calls by 35% over a three years period.
  • Participated in cross-functional task forces that accelerated the resolution of escalated issues by 48% and improved customer satisfaction metrics.
  • Documented and resolved initiative which led to metric.
  • Resolved product issue through consumer testing.
  • Achieved President's Club recognition for exemplary on-site service, resolving 9 critical incidents faster than SLA requirements.
  • Troubleshot and resolved 75% of hardware and software issues within several months, consistently achieving customer satisfaction ratings above 80%.

Affiliations

  • Professional Association for SQL Server (PASS)
  • Technology Services Industry Association (TSIA)
  • American Marketing Association
  • Association of Information Technology Professionals
  • Project Management Institute
  • Critical Incident Response Team (CIRT) Membership
  • International Society of Automation (ISA)
  • Field Service Representative Guild
  • Global IT Asset Management Federation (GITAMF)
  • Six Sigma Green Belt Certification

Certifications

  • CompTIA A+ Certification
  • Systems Security Certified Practitioner (SSCP)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • ServSafe
  • Google Cloud Certified - Associate Cloud Engineer
  • Certified Wireless Network Administrator (CWNA)
  • Salesforce
  • CompTIA Security+
  • IT Asset Management Certification - IAITAM
  • Certified Cloud Security Professional (CCSP)

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