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Skills

  • Supervision
  • Invoice generation
  • Troubleshooting proficiency
  • Root cause analysis
  • Customer service excellence
  • Administrative support
  • MS Office
  • Hardware Configuration
  • Team building
  • Hardware upgrades

Work Experiences

  • Balanced a high volume of 5 calls per day while maintaining meticulous documentation of work performed in CRM systems.
  • Used framework and standard techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Collaborated with 6 third-party vendors.
  • Achieved consistent call handling duration below 16 minutes, improving team’s time-management metrics.
  • Achieved a 39% first-call resolution rate by diagnosing and resolving product malfunctions in real-time.
  • Created customizable scripts for Salesforce that reduced recurring manual troubleshooting tasks by 66%.
  • Automated key reporting processes on performance metrics, reducing time spent on manual data entry by 57%.
  • Analyzed technical service trends.

Summaries

  • Experienced creator of user materials in a variety of formats.
  • Complicated concepts must be communicated in a clear and concise manner.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Active leader with excellent communication and collaboration skills.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Technical Service Agent with performance reporting and workflow optimization abilities.
  • Strong technical skills and experience in risk assessment.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.

Accomplishments

  • Mentored junior agents on knowledge of Power BI tools and customer handling techniques, decreasing mistake-related escalations by 26%.
  • Increased VIP client satisfaction by 63% by providing personalized technical support and faster escalation handling.
  • Provided high-level support and guidance to 15 corporate clients, ensuring SLA targets for response and resolution were met 69% of the time.
  • Troubleshot and resolved complex hardware and software issues, supporting over 5 enterprise clients monthly, ensuring a 75% uptime.
  • Reduced troubleshooting times by 35% by creating internal knowledge base articles and maintaining clear documentation.
  • Trained over 9 new Technical Service Agents, decreasing onboarding times by 29% and improving team efficiency.
  • Handled escalation cases, reducing the follow-up rate by 19% through advanced diagnostics and proactive customer communication.
  • Created technician training modules for advanced hardware diagnostics, improving the team’s first-time resolution rate by 59%.
  • Automated the reporting process for recurring issues, cutting report generation times by 83% and improving CSAT scores.
  • Recognized for consistently exceeding Asana support-related KPIs, resulting in a 61% performance bonus.

Affiliations

  • Member of the Customer Service Professionals Network, engaging in webinars focusing on API-based issue resolution.
  • Participated in 2017 ITIL4 certification seminars on continuous service improvement and first-call resolution methodologies.
  • Member of the Association of Support Professionals, involved in the 2023 study on first-call resolution improvement strategies.
  • Received Technical Support Leadership Award from Beacon Labs for proactive engagement in educational support activities.
  • Enrolled in framework Continuing Education in API technology, with a focus on SOAP and REST configurations for tech agents.
  • Participant in the Adaptive API Technology Workshop, applying learning to real-time troubleshooting strategies for diverse client needs.
  • Attended 2017 networking seminar hosted by Vantage, gaining insights on optimizing network monitoring techniques for enterprise clients.
  • Enrolled in the 2015 Certified Systems Administrator (CSA) program to expand skillset in system and network monitoring.
  • Tech training facilitator for Summit Group, teaching fellow employees how to use the latest ticketing systems such as Zendesk.
  • Regular participant in Global Service Desk Leadership Summit, exploring the intersections of customer satisfaction and system efficiency.

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Google IT Support Professional Certificate
  • CompTIA A+ Technician
  • SAP Certified Application Associate
  • HDI Technical Support Professional Certification
  • Salesforce
  • Certified Virtualization Expert (CVE)
  • Apple Certified Support Professional (ACSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Zendesk Certified Administrator

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