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Skills

  • Basic troubleshooting and diagnostics
  • Staff education and training
  • Refund processing
  • Relationship development
  • Technical issues analysis
  • Data recovery
  • Technical documents comprehension
  • CRM systems management (Jira)
  • Multi-channel customer support (email, live chat, phone)
  • Process improvement

Work Experiences

  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved 79% less cross-department intervention.
  • Achieved a 53% rise in usage.
  • Analyzed and debugged Microsoft Excel-related technical issues, reducing average ticket completion time by 63% within 2022.
  • Used cross-functional collaboration and performance reporting to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • 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.
  • Accomplished this in 2015.
  • Addressed customer issues surrounding SAP, consistently maintaining a resolution time that was 45% faster than the team’s average.
  • Kept track of running systems and entered commands to troubleshoot issues like initiative and metric.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 42% setup completion rate.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Promotes project management and client relations skills that are dynamic.
  • A dynamic Tier 1 Advisor offering exceptional CRM system management skills with Workday, resulting in smoother customer interactions and faster problem diagnosis.
  • PMP and OSHA are proudly certified.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Tier 1 Advisor with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Microsoft Excel expert and Workday user.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Reduced escalations to Tier 2 by 57% through advanced troubleshooting and customer education.
  • Collaborated with cross-functional teams to streamline onboarding processes, resulting in 41% improvement in first-day productivity.
  • Mentored junior team members on using Microsoft Excel, helping them reduce handling time by 17 minutes on average.
  • Onboarded Salesforce, improving remote support capabilities and reducing case handling time by 5 minutes per case.
  • Utilized system to manage customer inquiries, reducing response times by 59% over three years.
  • Awarded President's Club for exceptional customer service, contributing to 66% increase in positive survey feedback.
  • Recognized internally for maintaining performance metrics above 59% in response time, call quality, and customer satisfaction.
  • Actively participated in weekly coaching sessions, resulting in a personal first-contact resolution increase by 60% over several months.
  • Worked closely with the Tier 2 team to implement real-time issue-tracking, reducing escalations by 23%.
  • Served as the point of contact for VIP clients, resolving inquiries with 79% satisfaction ratings.

Affiliations

  • American Medical Informatics Association
  • Helpdesk Analyst Association (HAA)
  • Project Management Institute (PMI) Chicago Chapter
  • Association for Technical Support Professionals
  • Certified Microsoft Customer Support Advisor (CPA Year)
  • International Council of Nurses
  • Certified by Salesforce in Jira Support Processes
  • Society of Human Resource Management
  • Network of Incident Managers (Atlanta)
  • International Association of Microsoft Channel Partners

Certifications

  • Microsoft Certified: Azure Fundamentals
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Help Desk Manager (CHDM) by HDI
  • CompTIA Security+
  • Certified Technical Support Professional (CTSP)
  • ITIL Foundation Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Support Center Team Lead (HDI-SCTL)
  • Certified Professional Technical Communicator (CPTC)
  • CompTIA A+ Technician

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