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Skills

  • Software installation and configuration
  • Automation scripting (e.g., PowerShell, Bash)
  • Team management
  • Advanced troubleshooting strategies
  • De-escalation techniques under pressure
  • Desktop support
  • First Call Resolution Optimization
  • Data-driven decision making
  • Technical issues analysis
  • Cloud-based service support

Work Experiences

  • Analyzed support call data.
  • Automated repetitive troubleshooting processes.
  • Kept track of running systems and entered commands to troubleshoot issues like category and standard.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Contributed to a successful product launch.
  • Collaborated with development teams.
  • Achieved a 41% reduction in response times.
  • Achieved a 85% customer satisfaction rating by deploying proactive communication strategies and timely technical solutions.

Summaries

  • PMP and Six Sigma are proudly certified.
  • Collaborated with development teams during beta testing, resolving 12 software bugs and ensuring a seamless product launch.
  • Technical Support Professional is a multi-talented Technical Support Professional who is consistently rewarded for planning and operational improvements.
  • Specializes in process and category product troubleshooting.
  • Achieved a 28% decrease in repeat support requests.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a customer satisfaction score of 63%.
  • Collaborated closely with cross-functional teams to resolve key software issues, contributing to product improvements and a 61% reduction in recurring problems.
  • Strengths in data analysis and workflow optimization backed up by Miscellaneous training.

Accomplishments

  • Streamlined system monitoring protocols, reducing system downtime by 7 per month and improving uptime by 55%.
  • Utilized ITIL best practices to enforce SLA compliance, achieving 53% on-time resolution for support tickets.
  • Trained 8 junior technicians on system monitoring and troubleshooting, enhancing team productivity by 33%.
  • Supported Microsoft Excel integrations in a high-demand environment, contributing to an overall 53% decrease in recurring user complaints.
  • Collaborated with team of 10 in the development of framework.
  • Directly resolved 4 high-severity incidents per month, contributing to a 79% overall system uptime.
  • Received Lean in SAP, further enhancing capability to support API integration and advanced troubleshooting.
  • Conducted system audit and identified critical vulnerabilities, leading to a 28% reduction in security breaches.
  • Provided Tier-15 support to 14 internal users and documented over 11 end-user issues, enhancing knowledge base content by 62%.
  • Led a post-incident review meeting that prevented the recurrence of metric and reduced similar future incidents by 50%.

Affiliations

  • Association for Computing Machinery
  • Association for Computing Machinery (ACM)
  • Google Certified Professional Cloud Architect 2020
  • KCS (Knowledge-Centered Support) Principles Certification 2024
  • Freemason
  • Business Relationship Management Professional (BRMP) 2016
  • Salesforce Certified Service Cloud Consultant
  • Association of Information Technology Professionals
  • Microsoft Certified: Azure Fundamentals 2019
  • Help Desk Institute (HDI)

Certifications

  • ITIL Foundation Certification
  • Certified Kubernetes Administrator (CKA)
  • Certified Cloud Security Professional (CCSP)
  • Certified ITIL Practitioner
  • Certified Public Accountant
  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • HDI Desktop Support Technician (HDI-DST)

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