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Skills

  • First Aid/CPR
  • Data recovery
  • Customer satisfaction improvement
  • Preventative maintenance
  • Knowledge Base Development
  • Staff education and training
  • MS Office
  • TCP/IP
  • Incident Management
  • Operational improvement

Work Experiences

  • Assisted in developing technical user guides for Salesforce, reducing client inquiries by 38% post-launch.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Conducted user-testing for a new Adobe Creative Suite.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Created custom scripts to automate recurring client requests, cutting manual workload by 3 man-hours per week.
  • Beta tested Jira.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved recognition for 2016.
  • Led a support team that assisted an average of 13 users globally in a 24/7 support environment as a level-three supervisor.
  • Described system solutions to customers to aid in problem resolution.

Summaries

  • Technical Agent with a 7-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Automated complex client requests.
  • Achieved 78% first-call resolution rates.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved 19% fewer outages.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Accomplished in developing ticket prioritization systems, improving response times by 31% and reducing resolution times across entire support teams.

Accomplishments

  • Streamlined the software upgrade process for major clients, reducing follow-up support requests by 21% over the past year.
  • Developed and implemented a training program for new hire technical agents, reducing onboarding time by 62% and improving client-facing KPIs.
  • Led post-incident reviews after critical system outages, providing actionable insights that improved future response strategies and reduced incident recovery time by 32%.
  • Collaborated with team of 8 in the development of process.
  • Collaborated with cross-functional teams to implement a new ticketing system, resulting in a 39% reduction in response times and improved first-call resolution rate.
  • Automated client billing issues resolutions, reducing manual error by 79% and increasing the overall accuracy of transactions.
  • Documented and resolved program which led to procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided key technical insights that contributed to early identification of potential system vulnerabilities, reducing annual maintenance costs by 8.
  • Partnered with development teams to automate recurring support tasks, freeing up 24% of team capacity for higher-priority issues.

Affiliations

  • Customer Service & Support Professionals (CSSP) - Attended workshops focused on enhancing customer experience through technical support.
  • International Association of Cloud & Managed Service Providers - Regular participant in discussions on best practices for cloud and managed service solutions.
  • Toastmasters
  • Enterprise Support Professionals Network (ESPN) - Member contributing to thought leadership on supporting large-scale enterprise environments.
  • Service Desk Institute (SDI) - Ongoing involvement in service desk excellence and leadership within the support industry.
  • Tech Field Day - Regular attendee focused on learning and sharing advanced enterprise technology troubleshooting techniques.
  • Cisco Certified Network Associate (CCNA) Community - Member, participating in technical troubleshooting sessions for Cisco networks.
  • Linux Professional Institute (LPI) - Regular participant in Linux technical support workshops and certifications.
  • Jaycees
  • Tech Support Alliance Network (TSAN) - Member, focusing on improving service delivery within tech support roles.

Certifications

  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: DevOps Engineer Expert
  • Certified Kubernetes Administrator (CKA)
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA A+ Technician
  • ServSafe
  • Certified Public Accountant
  • Google IT Support Professional Certificate

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