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Skills

  • Support Ticket System Management
  • Engineering support
  • Onsite customer support
  • Staff direction and support
  • Coroner support
  • Interpersonal and written communication
  • Disability support
  • User support
  • Extremely organized
  • Support Ticket Triage

Work Experiences

  • Provided management with program updates on renewal progress, at-risk renewals, and renewal forecasts.
  • Raised the stakes.
  • Kept the indoor and outdoor dining areas clean by removing trash, wiping down tables, and restocking napkin dispensers.
  • Used Tableau to accurately enter data into a batch ticketing system.
  • Completed the work outlined on the repair order with efficiency and accuracy.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Had planned ahead.
  • Invented
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Technician Support Agent with a 8-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Metric are well-understood.
  • Scrum Master and ITIL are proudly certified.
  • Excellent Technician Support Agent with 15 years of experience providing exceptional support to users at all levels.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • With 6 years of helpdesk and customer service experience, I am a qualified Advanced Technical Support Specialist.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Technician Support Agent with 10 years of successful client relations and strategic planning experience.
  • Effectively troubleshoots and resolves issues on its own.
  • Provides HubSpot support in its entirety.

Accomplishments

  • Created and maintained detailed technical support documentation, increasing self-help article utilization by 28% and reducing support calls.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Collaborated with R&D to relay customer feedback, resulting in a 85% improvement in system robustness and compatibility with client infrastructure.
  • Consulted
  • Monitored
  • Documented
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Initiated
  • Integrated
  • Solved

Affiliations

  • Lions Club
  • Technology Services Industry Association (TSIA)
  • Information Technology Infrastructure Library (ITIL) User Group
  • Google Certification Program Group
  • Local Technology Job Fairs & Career Networking Groups
  • International Association of Administrative Professionals
  • Rotary International
  • Project Management Institute
  • International Council of Nurses
  • Help Desk Institute (HDI) Membership

Certifications

  • Salesforce
  • Certified Kubernetes Administrator (CKA)
  • Red Hat Certified System Administrator (RHCSA)
  • SHRM Certified Professional (SHRM-CP)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Network+ Certification
  • ServSafe
  • CompTIA Network+
  • Certified Cloud Security Professional (CCSP)

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