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Skills

  • First Aid/CPR
  • Relationship development
  • Problem resolution
  • Organization
  • Customer support platform management
  • Revenue generation
  • Team building
  • Supply Chain Management
  • Cloud-based system implementation
  • MS Office

Work Experiences

  • Coordinated technical support requests from 13 internal users, slashing average support resolution times from 3 hours to 5 hours.
  • Achieved a 79% improvement in productivity across all technical departments.
  • Consistently under budget by 81% for 13 consecutive years.
  • Went to customer sites to assess needs, demonstrate offerings, and propose strategic solutions for a variety of issues.
  • Achieved results within the first the past year.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Boosted interdepartmental knowledge sharing by 5%.
  • Assessed inventory and delivery requirements, then devised strategies to meet customer needs.
  • Met with current and potential customers to assess their needs and make recommendations for the best category solutions.
  • Achieved 13% promotion/retention rate.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Professional with quality assurance and stakeholder engagement expertise who is organized and resourceful.
  • Achieved a 72% improvement in technical staff upskilling.
  • Superior communication skills, as well as the ability to understand and close sales, are required.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Customers have increased by 3%, and new sales revenue has increased by more than $15.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 22% reduction in yearly operational costs.
  • Customer service, research, and conflict resolution skills are all excellent.

Accomplishments

  • Led office hardware and software standardization efforts, reducing equipment diversity and achieving a 32% decrease in IT support needs.
  • Created and led technical training programs for 6 employees, which increased the technical proficiency level across the office by 28% within one year.
  • Oversaw yearly budget allocation of 12 and achieved 67% adherence to departmental budget while enhancing overall IT service delivery.
  • Managed a cross-disciplinary team of 7, delivering system ahead of schedule with a 84% boost in departmental synergy.
  • Directed team to deliver 15 high-priority technical projects with a 55% on-time completion rate, while maintaining an error rate under 43%.
  • Collaborated with team of 18 in the development of method.
  • Devised cross-functional workflows and structured communication plans post-reorganization, decreasing miscommunication errors by 36% across operational teams.
  • Enhanced office-wide cybersecurity measures, leading a comprehensive campaign that reduced phishing incidents by 59% and secured sensitive information.
  • Implemented cloud-based office automation tools, resulting in a 17% increase in team productivity and cutting administrative overhead by 56%.
  • Designed paperless workflows leveraging Jira, reducing office supply costs by $201,000% per quarter and contributing to a greener business profile.

Affiliations

  • Help Desk Institute (HDI) - Certified in support services management
  • International Institute of Business Analysis (IIBA) - Certified in business analytics and project solutions
  • Lions Club
  • Freemason
  • International Society of Automation (ISA) - Affiliated since 2017
  • CompTIA Membership - Active member since 2023
  • Project Management Association (Phoenix) - Active contributor to technical project panels
  • Continuing Professional Development (CPD) Certification Service - Courses in management and technology
  • Information Systems Security Association (ISSA) - CPA holder
  • National Association of Social Workers

Certifications

  • Data Analytics Certification 2021 - initiative
  • Contract Management Certification 2020 - National Contract Management Association (NCMA)
  • Certified Leadership and Team Development Professional 2021 - procedure
  • ISO 9001:2015 Internal Auditor Certification 2019 - system
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP) 2024 - IIBA
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Security Professional (CISSP) 2020 - (ISC)²

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