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Skills

  • MS Office
  • Project organization
  • ServiceNow ticketing systems
  • API integration troubleshooting
  • Relationship development
  • Computer maintenance
  • Administrative support
  • Customer service
  • Software upgrades
  • Hardware upgrades

Work Experiences

  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Kept track of IT supplies inventory by checking levels on a the past year basis.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Awarded President's Club for top performance.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Acted as a point of contact during software rollouts.
  • Assisted in implementing automated ticket prioritization, cutting through response delays and improving SLA compliance to 57% %.
  • Analyzed support metrics.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Analyzed technical case data.

Summaries

  • Technical Care Specialist is a hardworking and dependable Technical Care Specialist who excels at process improvement and team leadership.
  • Miscellaneous student seeking hands-on experience through an internship in performance reporting.
  • Strategic thinker with expertise in vendor management.
  • Experienced creator of user materials in a variety of formats.
  • Team leadership in framework settings and strategic planning in budget management settings.
  • Technical Care Specialist capable of assisting method users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Active leader with excellent communication and collaboration skills.
  • Procedure, program, and initiative are all available.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Looking forward to taking on a new challenge with a successful team.

Accomplishments

  • Collaborated with the product development team to address support pain points, leading to improvements in program that reduced escalations by 50%.
  • Developed a comprehensive knowledge base that reduced customer reliance on Tier 1 support by 66%.
  • Implemented a proactive ticket tagging system allowing for faster categorization and lower misassigned ticket rates by 75%.
  • Coordinated technical support for a major OS upgrade across 4 devices, ensuring uninterrupted service during the transition phase.
  • Led a comprehensive system upgrade project, reducing software downtime by 60% and enhancing service reliability for 12 users.
  • Created step-by-step troubleshooting procedures that reduced ticket handling times by 49% for the support team.
  • Led successful integration of a new CRM software, improving multi-channel customer support capabilities and reducing ticket backlog by 40%.
  • Reduced onboarding time for new technical support hires by 27% through redesigning the internal training program and materials.
  • Developed an escalation protocol that reduced high-priority ticket response time by 69%, improving service level agreements (SLAs).
  • Facilitated technical webinars and educational content that increased customer understanding of Salesforce features, reducing inbound inquiries by 76%.

Affiliations

  • Active Member, Society for Technical Communication (STC), sharing insights on customer-facing documentation and self-service troubleshooting guides.
  • Certified Customer Technology Specialist, recognized by initiative, for contributions to reducing high-priority service hold-ups.
  • Member of the Society of Customer Service Professionals, where I focus on refining escalation management tactics for complex customer issues.
  • Active participant in User Groups for ServiceNow, where I interact with developers and users to streamline troubleshooting workflows.
  • Member, Remote IT Support Professionals Forum, actively engaging in workshops on new cloud-based troubleshooting techniques.
  • Microsoft Certified Solutions Expert (MCSE), specializing in multi-region technical troubleshooting and client interaction workflows.
  • Active in Cloud System Experts Group, routinely attending training seminars to stay informed on cloud-specific service protocols, including escalations and data recovery.
  • Technical Support Engineers Association (TSEA) affiliate, focusing on improving ticket escalation systems for frontline teams.
  • Certified in Advanced QuickBooks System Management by system.
  • Member, Cisco Certified Network Associate (CCNA), attending workshops related to remote diagnostics and network issue resolution.

Certifications

  • ServiceNow Certified System Administrator
  • Certified Help Desk Support Specialist (CHDS)
  • HDI Desktop Support Technician (HDI-DST)
  • Certified Technology Specialist (CTS)
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Support Specialist Certification (CSSC)
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Certified Ethical Hacker (CEH)

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