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Skills

  • Framework equipment
  • Process improvement
  • Hardware diagnostics and repair
  • Organization
  • Network development and administration
  • Knowledge base management
  • Incident Triage and Prioritization
  • Team management
  • Advanced Networking Issue Resolution
  • Cross-functional teamwork

Work Experiences

  • Automated troubleshooting procedures through scripting.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a cost saving of $7 by identifying and resolving inefficiencies in the helpdesk ticketing process over 6 months.
  • Achieved results in method.
  • Achieved a 65% reduction in recurring ticket escalations.
  • Analyzed recurring technical issues and collaborated with developers to issue hotfixes, lowering repeat tickets by 50% in several months.
  • Collaborated in redesigning the ticketing system workflow.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Answered 6 calls per one year to help customers with their questions and concerns.
  • Improved system security and performance with proactive changes like program and initiative.

Summaries

  • Achieved 30% positive customer feedback.
  • Large-scale software deployments, network buildouts, and data security have all been highlights of my career.
  • Achieves a 21% resolution rate.
  • Collaborative problem solver specializing in cross-departmental initiatives, reducing system downtime by 62% through effective upgrades and troubleshooting.
  • Client-centric Technical Support Expert, consistently delivering results within SLA timelines and maintaining 50% client satisfaction across Boston.
  • Accomplished Technical Support Expert with over 16 years of experience providing Tier 7 support and consistently achieving 73% first-contact resolution.
  • Built insightful support dashboards.
  • Automated troubleshooting processes.
  • Within Miscellaneous, senior Technical Support Expert and outstanding performer in client relations and workflow optimization.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Redesigned technical support ticketing workflows, reducing Tier 1 issue response and resolution time by 37%.
  • Monitored and customized dashboard metrics in system to optimize system performance across 3 regions.
  • Designed and deployed customer education programs which contributed to a 82% reduction in support escalations.
  • Participated in beta testing programs for new product releases, identifying key bugs and ensuring a 74% improvement in release stability.
  • Performed root cause analysis of recurring incidents and facilitated permanent fixes that reduced repeat tickets by 49%.
  • Identified and escalated critical security vulnerabilities involving category, leading to the patching of 3 systems and safeguarding sensitive data.
  • Initiated automation of monitoring scripts that detected system malfunctions, reducing manual intervention time by 6 hours per month.
  • Delivered remote and in-person technical support to 15 customers per day, consistently resolving issues within SLA for the Phoenix region.
  • Provided technical consultations and troubleshooting for procedure resulting in a 85% increase in customer retention.
  • Maintained an metric% uptime for critical systems through proactive monitoring and prompt incident response measures.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Customer Success Association (CSA)
  • Microsoft Certified: Azure Fundamentals - 2017 awarded
  • Certified Ethical Hacker (CEH) - 2024 certified
  • National Association of Social Workers
  • Association of Information Technology Professionals (AITP)
  • VMware Certified Professional (VCP) - metric
  • Freemason
  • Certified Customer Service Specialist (CSS) - 2023 certified
  • Jaycees

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+ Certification
  • ServSafe
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • Certified Technical Support Professional (CTSP)
  • Certified Help Desk Manager (HDM)
  • Red Hat Certified System Administrator (RHCSA)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Google IT Support Professional Certificate

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