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Skills

  • Alert & Notification Systems (Power BI)
  • Customer onboarding
  • Multitasking & High-Pressure Performance
  • SLAs and Performance Metrics Management
  • User Training and Education
  • Customer relationship management
  • Performance monitoring
  • Technical troubleshooting
  • Remote Diagnostics Tools Utilization
  • Escalation management

Work Experiences

  • Contributed to improving the company knowledge base by documenting complex problem resolutions, enhancing team efficiency by 54%.
  • Instructed Nutritional Departments on how to use various nutritional products and software.
  • Achieved recognition within the department for resolving a critical HubSpot outage with minimal customer impact.
  • Collaborated with the development team to escalate and provide feedback on recurring issues, improving software stability.
  • Achieved a 11:1 problem resolution-to-escalation ratio.
  • Closed 3 tickets per month.
  • Worked with other departments to test software before it was deployed.
  • Awarded Top Performer in 2017.
  • Conducted root cause analysis sessions after major system failures, driving corrective action plans and reducing future incidents by 42%.
  • Addressed and resolved network and connectivity issues in under 12 hours through diagnostic tools and hands-on troubleshooting.

Summaries

  • Adept at managing first-tier help desk operations, reducing onboarding ramp-up time for new employees by 8 days with thorough troubleshooting guides.
  • Boosted internal team proficiency on Power BI by 78%.
  • Delivered user-centric support initiatives.
  • Deep expertise in hardware diagnostics.
  • Accomplished in diagnosing recurring issues and providing feedback that enhances overall software performance and stability.
  • Dedicated to enhancing the end-user experience.
  • Created thorough troubleshooting guides.
  • Cut average issue resolution times by 70% through the efficient use of remote diagnostic tools, delivering timely solutions to complex technical problems.
  • Collaborative team member with hands-on experience supporting cross-functional teams. Spearheaded feedback loops with development to improve software stability.
  • Boosted overall productivity.

Accomplishments

  • Maintained OSHA certifications to stay current on emerging trends and technology advancements that led to resolved cases increasing by 34%.
  • Collected, analyzed, and implemented customer feedback, contributing to a 71% improvement in product usability for end-users.
  • Escalated hardware and software issues to the appropriate IT teams, reducing ticket resolution times by category and improving time to resolution.
  • Mentored junior technical support staff, improving overall team skill level, leading to a 61% increase in team performance metrics.
  • Facilitated cross-department communication to ensure faster escalations and case handling, reducing case closure time by standard.
  • Worked with software engineers to identify recurring bugs in Power BI, reducing frequency of customer-reported issues by 20%.
  • Identified key areas of process improvement and reduction of client downtime, decreasing average outage times from initiative to process.
  • Provided swift troubleshooting and technical support for SAP, resulting in a 79% improvement in first-call resolution rate.
  • Reduced service ticket backlog by 42% through proactive prioritization of customer issues related to ServiceNow.
  • Drove improvements in ticketing workflows yielding a 26% reduction in ticket assignment times, translating to more efficient support operations.

Affiliations

  • Attended annual DEFCON events to expand knowledge on network security and system vulnerabilities.
  • Leadership role in the local IT Support Peer Networking Chapter, coordinating technical mentorship programs.
  • Completed Microsoft Certified: Azure Fundamentals in 2022, focusing on cloud-based solutions and infrastructure improvements.
  • Attending annual web-based training sessions with the Technical Support Alliance Network (TSAN), focusing on building remote desktop expertise.
  • Participated in Microsoft Teams product group, contributing feedback for improving user experiences and system integration.
  • Member of the National Association of Professional Technicians (NAPT), specializing in user adoption improvement.
  • Affiliated with HDI Local Chapter as an event speaker discussing best practices in Level 1 support case escalations.
  • Member of the Association of Support Professionals (ASP), regularly attending webinars on customer support innovations.
  • Volunteer at local Codeacademy meetups to assist new learners in troubleshooting hardware/software installation issues.
  • Joined the Customer Success Association in 2016 to improve understanding of user adoption and customer experience.

Certifications

  • Remote Help Desk Support Certification Asana
  • ServiceNow Certified Application Developer
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL V4 Specialist: Create, Deliver, and Support
  • Certified Tech Support Professional (CTSP by Summit Group)
  • HDI Desktop Support Technician (HDI-DST)
  • Certified IT Support Professional (CITSP) by Meridian
  • Certified in Problem Solving and Troubleshooting Types 2023
  • Certified in Customer Technical Support (CCTS by Lakeside Partners)
  • Microsoft Certified: Modern Desktop Administrator Associate

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