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Skills

  • Service desk support
  • Security systems
  • Application installations
  • Cross-departmental collaboration
  • Supervision
  • Organization
  • Customer support needs assessment
  • Equipment repair
  • Technical troubleshooting
  • CRM system configuration and maintenance

Work Experiences

  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Collaborated with product teams to prioritize fixing bugs, achieving a 45% reduction in critical bugs reported by clients within framework.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Attained 69% user adoption rate within method.
  • Accomplished this within system.
  • Authored 5 knowledge base articles.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Achieved results within system.
  • Achieved 34% operational continuity post-migration.
  • Achieved a Top Performer.

Summaries

  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Technical Support Lead who is dependable and has 4 years of helpdesk experience.
  • ServiceNow and Salesforce experts with exceptional interpersonal skills.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Scrum Master and ITIL are her areas of expertise.
  • Technical Support Lead with superior understanding and knowledge of ServiceNow and Tableau in a Microsoft Excel environment.
  • Talented process Support Engineer with a track record of positively impacting performance reporting through the application of abilities, drive, and technical skills.
  • Looking forward to taking on a new challenge with a successful team.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Communicative and team-oriented, with Microsoft Excel expertise.

Accomplishments

  • Developed a continuous improvement workflow for technical support functions, reducing redundant processes and achieving a 72% increase in team productivity.
  • Awarded Innovation Award for introducing a remote support initiative that reduced operational costs by $10 for Lakeside Partners in 2016.
  • Standardized support processes across global teams, resulting in a 76% improvement in resolution consistency and operational efficiency.
  • Provided Tier 2 escalation support, solving complex technical issues and resulting in a 35% drop in repeat technical inquiries.
  • Introduced a customer success-oriented performance matrix that tracked program, improving the upsell success rate by 18%.
  • Drove proactive maintenance initiatives for clients, resulting in a 62% decrease in infrastructure breakdowns and emergency fixes.
  • Directed the adoption of a Microsoft Excel system across 14 endpoints, resulting in 52% fewer customer support tickets within the first 5 months.
  • Liaised with product and engineering teams to design a system patching process, reducing customer-reported bugs by 67% and cutting release delays by 10 days.
  • Reduced ticket backlog by 81% within 18 weeks of deployment by implementing improved ticket routing and prioritization strategies.
  • Achieved OSHA and implemented its principles in day-to-day support workflows, reducing system downtime by 55% across customer systems.

Affiliations

  • Active member in the International Customer Service Association (ICSA), sharing insights on reducing customer call escalations and improving service KPIs.
  • Member of Help Desk Institute (HDI), advancing technical support leadership and service management skills.
  • Part of the ITOps Times community, contributing to industry discussions on operational continuity and SLA adherence post system migrations.
  • Contributing member of the Society of IT Support Professionals (SISP), focusing on remote troubleshooting methods and system monitoring proficiency.
  • Engaged with the Information Technology Infrastructure Library (ITIL) community, learning best practices in emergency incident response protocols.
  • Affiliated with the Association of Support Professionals (ASP), focusing on enhancing customer service excellence and improving the support experience.
  • Active member of the Technical Support Alliance Network (TSANet), collaborating with global technical support teams to resolve multi-vendor issues.
  • Member of the International Organization for Standardization (ISO) committees dealing with IT service standards and technical support protocols.
  • Completed professional development workshops with the International Association of Computer Science and Information Technology (IACSIT), enhancing remote support strategies.
  • Member of Project Management Institute (PMI), integrating project management skills for seamless execution of global software rollouts.

Certifications

  • CompTIA Network+ Certification
  • ITIL® v4 Foundation Certification
  • Salesforce Certified Service Cloud Consultant
  • ServSafe
  • Certified Help Desk Manager (HDM)
  • Google Cloud Certified - Professional Cloud Architect
  • CompTIA A+ Technician
  • CCNA (Cisco Certified Network Associate)
  • Microsoft Certified: Azure Fundamentals
  • SHRM Certified Professional (SHRM-CP)

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