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Skills

  • Knowledge of safety procedures and compliance standards
  • Customer training on product usage and troubleshooting
  • Process improvement and efficiency optimizations
  • Time-efficient debugging and problem resolution
  • Implementation of category for operational efficiency
  • Vendor and supplier communication for component procurement
  • Flight technician experience
  • Service Downtime Reduction Techniques
  • Multitasking in High-Stress Environments
  • Experience with 6-tier support models

Work Experiences

  • Met with current and potential customers to assess their needs and make recommendations for the best program solutions.
  • Implemented effective sales techniques and increased product sales to over $4 in the past year.
  • Achieved a 5-hour reduction in service downtime.
  • Applied corrections remotely.
  • Balanced client needs and internal capabilities.
  • Conducted detailed audits of equipment and service logs, identifying trends that saved the company $7 in annual maintenance costs.
  • Increased the team's revenue by over $4 in sales.
  • Assisted with troubleshooting and resolving customer issues.
  • Boosted customer retention by 33% by providing personalized, high-quality technical support across multiple communication channels.
  • Schedule appointments with potential and current customers to promote new products and services.

Summaries

  • Boosted customer satisfaction by 61%.
  • Utilize top-tier networking and lead development skills to achieve industry-leading customer and revenue growth.
  • Achieved 26% first-time success rates.
  • Professional with stakeholder engagement and cross-functional collaboration expertise who is organized and resourceful.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated, articulate, and tenacious sales professional with a track record of exceeding goals through the use of strategy and advanced people skills.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 85% reduction in service-related incidents.
  • Demonstrated success in converting prospects into customers, maintaining consistent sales levels, and servicing accounts.
  • Achieved 49% first-call resolution.

Accomplishments

  • Successfully executed 10 equipment installations in Denver, achieving a 43% first-time pass rate on system tests.
  • Enabled a 49% reduction in on-site visits through remote diagnostics and real-time support for Tableau.
  • Consistently met or exceeded service expectations, closing 6 service requests per month with a 52% client satisfaction rate.
  • Maintained a 44% on-time resolution rate for service requests, successfully upholding SLAs with key clients in the Northeast.
  • Documented and resolved system which led to standard.
  • Played a key role in the deployment of SAP, directly enhancing performance and client satisfaction ratings by 51%.
  • Created and delivered technical training modules, increasing product troubleshooting accuracy by 81% for engineering.
  • Successfully trained 5 team members on new diagnostic tools, resulting in a 59% improvement in troubleshooting speed.
  • Achieved Scrum Master to enhance technical capabilities, resulting in 5 new clients trusting the company with service contracts.
  • Led technical workshops for 14 team members, boosting department problem-solving efficiency by 79% within initiative.

Affiliations

  • Took part in mentorship programs through the Association for Strategic Technology (AST).
  • Certified Member of the Electronics Technicians Association (ETA) emphasizing procedure.
  • Involved with the Global IT Service Management Forum (itSMF) to keep current with ITIL principles and practices.
  • Rotary International
  • Member of InfraGard focused on system availability solutions in mission-critical environments.
  • Jaycees
  • American Medical Informatics Association
  • Active participant in Service Desk Institute (SDI) to align qualifications in first-line support responsibilities.
  • Association for Computing Machinery
  • Attended seminars from the Cybersecurity and Infrastructure Security Agency (CISA) for operational threat mitigation.

Certifications

  • Certified Public Accountant
  • Certified Electronics Technician (CET) from Electronics Technicians Association (ETA)
  • CompTIA Security+ Certification
  • CompTIA A+ Certification
  • Certified Public Accountant (CPA)
  • Certified Internet of Things (IoT) Professional from ITPRC
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Systems Administrator (CSA)

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