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Skills

  • Exceptional written and verbal communication skills
  • Team management
  • Team building
  • Regulatory compliance
  • Firewall and security protocol troubleshooting
  • Communications
  • Client relationship management (CRM) tools like Power BI
  • Customer service
  • Supervision
  • Knowledge base creation and maintenance

Work Experiences

  • Conducted root cause analysis on recurring issues.
  • Assumed a leadership role in daily support operations, reducing the backlog of unresolved tickets by 75% within the first 18 months.
  • Described program solutions to customers to aid in problem resolution.
  • Achieved a 38% reduction in future releases.
  • Addressed escalated customer complaints related to SAP outages, restoring full functionality within two years and securing Scrum Master.
  • Addressed escalated customer complaints.
  • Assumed a leadership role in daily support operations.
  • Conducted audits on hardware and software inventory, saving the company $6 annually by eliminating unnecessary purchases and licenses.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Assisted in setting up a remote work infrastructure for Seattle, leading to a successful transition and zero downtime during the shift.

Summaries

  • Adept at identifying and fixing recurring software flaws, contributing to a 85% reduction in system errors through close collaboration with development teams.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Technical Support Officer skilled in managing escalated support cases and resolving 28% of complex issues quickly and efficiently.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of project management and performance reporting as well as workflow optimization training.
  • Achieved Top Performer for providing excellent customer service, handling high-urgency cases efficiently for top-tier clients.
  • Excellent Technical Support Officer with 3 years of experience providing exceptional support to users at all levels.

Accomplishments

  • Monitored and ensured adherence to Service Level Agreements (SLAs), frequently surpassing response and resolution time expectations, resulting in 38% higher customer satisfaction.
  • Executed large-scale remote troubleshooting sessions for 5 teams, reducing overall system downtime by 59% during critical operations.
  • Improved SLA compliance rate by 70% through effective team management, workflow enhancement, and constant monitoring of ticket resolution processes.
  • Documented and resolved framework which led to standard.
  • Designed and maintained a comprehensive user guide that decreased customer onboarding time by 8 days, improving overall client satisfaction.
  • Implemented cloud-based disaster recovery solutions that guaranteed minimal service disruption, reducing potential recovery times by 18 months.
  • Improved customer satisfaction scores by 85% by introducing a real-time feedback loop post-resolution to gather actionable insights.
  • Collaborated with hardware vendors to troubleshoot and resolve compatibility issues, reducing hardware incidents by 78% over the past year.
  • Monitored helpdesk performance metrics and provided feedback that led to a 64% improvement in first-call resolution rates.
  • Led root cause analysis on persistent software issues, implementing corrective patches that reduced similar incidents by 32%. Collaborated closely with development teams during the process.

Affiliations

  • Information Technology Service Management Forum (itSMF)
  • Association for Computing Machinery (ACM)
  • Project Management Institute (PMI) - IT
  • CompTIA Association of IT Professionals (AITP)
  • Association for Computing Machinery
  • Association of Information Technology Professionals (AITP)
  • American Society of Safety Professionals
  • The Institute of Electrical and Electronics Engineers (IEEE)
  • Network and Systems Management Professionals Group
  • Customer Experience Professionals Association (CXPA) – Technology Division

Certifications

  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • ITIL Foundation Certification
  • Certified Help Desk Technician (CHDT)
  • Certified Customer Service Specialist (CCSS)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Azure Administrator Associate
  • Certified Wireless Network Administrator (CWNA)
  • Certified ScrumMaster (CSM)

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