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Skills

  • Hardware and software support
  • Help Desk Ticketing System Mastery Microsoft Excel
  • Customer Escalation Management
  • Problem-Solving & Root Cause Analysis
  • Time management in high-pressure environments
  • Client Relations & Stakeholder Engagement
  • Process Improvement Optimization
  • Disaster Recovery Planning & Implementation
  • First Call Resolution Optimization
  • Strategic Process Mapping

Work Experiences

  • Achieved no downtime during migration.
  • Achieved optimal equipment performance.
  • Created a troubleshooting guide.
  • Collaborated with clients to identify software and hardware issues, working directly with vendors to implement long-term solutions and avoid recurring technical problems.
  • Achieved annual savings of $12.
  • Automated ticket assignment processes.
  • Achieved reduction in downtime in 2022.
  • Achieved 39% overall improvement in team performance.
  • Contributed to the Adobe Creative Suite launch.
  • Create instructional materials and products for course redesigns based on technology.

Summaries

  • Achieved optimal support outcomes.
  • Decreased time to resolution.
  • Driven key operational improvements.
  • Adept at fostering cross-functional partnerships.
  • Developed successful long-term technical support solutions.
  • Customer-centric Technical Support and Operations Coordinator with expertise in resolving escalated cases promptly, ensuring consistent customer satisfaction rates for over 2015.
  • Delivered a 80% improvement in team performance.
  • Achieved results within 2 weeks.
  • Customer-focused Technical Support professional with a record of resolving high-priority tickets within tight deadlines, helping maintain a whopping 50% customer satisfaction rating.
  • Analytical Technical Support and Operations Coordinator with strengths in tracking service metrics, delivering monthly reports to senior management that drove a 79% improvement in SLA adherence.

Accomplishments

  • Collaborated with human resources to integrate new technical tools that resulted in an estimated initiative annual savings.
  • Successfully resolved client-reported technical issues within process, consistently meeting or exceeding SLA targets.
  • Consolidated disparate technical documentation into a single library that improved team usage and reduced onboarding time by 15%.
  • Coordinated the training of 10 new team members on technical support methodologies, leading to a 33% decrease in onboarding time.
  • Designed and launched an internal dashboard to track KPIs for the support team, resulting in a 37% boost in operational transparency.
  • Established a priority queuing system during high-demand periods, leading to 32% faster ticket resolution times.
  • Reduced on-site visits by implementing remote troubleshooting protocols, saving the company initiative annually.
  • Led project to replace legacy hardware systems, cutting operational costs and improving processing speed by 69% over 13 months.
  • Achieved PMP to enhance technical and operational support expertise, contributing to overall team performance improvement.
  • Led cross-departmental initiatives to conduct post-incident reviews, reducing similar incidents by 17% over 2015.

Affiliations

  • Member, Project Management Institute (PMI), focused on systems upgrade and migration projects program
  • Member of the National Technical Operations Group, contributing to webinars on incident management standard
  • Networking Participant, TechWeek Summit Atlanta, presented on downtime reduction strategies 2016
  • Panelist, National Cybersecurity Alliance, contributed to two-factor authentication best practices 2024
  • Affiliated with the Computing Technology Industry Association (CompTIA), achieved A+ Certification 2015
  • Member, Help Desk Institute (HDI), Certified Technical Support Professional standard
  • Affiliated Member, International Association of Computer Science and Information Technology (IACSIT), focused on systems reliability metric
  • Member, Service Desk Institute (SDI) initiative, focused on advancing customer support methodologies
  • Active Participant, Society of Technical Communication (STC), focused on IT-equipment documentation standards system
  • Member, Association of Support Professionals (ASP) procedure

Certifications

  • Zendesk Support Administrator Certification - Authorizes professionals to manage the Zendesk platform for high-volume service desk operations.
  • Microsoft Certified: Azure Fundamentals - Covers core cloud services, pricing, and support, essential for cloud-based platform support.
  • ITIL Foundation Certification - Provides knowledge in IT service management, process improvement, and service lifecycle needed for improving SLAs.
  • IT Service Management Foundation (ITSMF) Certification - A specialized certification in IT service strategy and execution.
  • Certified Operations Manager (COM) - A credential for managing and improving operational workflow across teams and departments.
  • Microsoft 365 Certified: Enterprise Administrator Expert - Expertise in Microsoft 365 tenant management, critical for platform reliability.
  • CompTIA A+ Certification - Validates foundational IT skills and knowledge necessary for a Technical Support Coordinator role.
  • Certified in the Governance of Enterprise IT (CGEIT) - Focused on leadership in overseeing and ensuring IT governance frameworks for operational efficiency.
  • Certified Technical Support Professional (CTSP) - Specifically designed for individuals involved in customer and technical support.
  • Lean Six Sigma Green Belt - Focuses on continual process improvements and waste reduction, essential in system and operation management.

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