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Skills

  • Troubleshooting Hardware and Software Issues in ServiceNow Platforms
  • First-Call Resolution Optimization (Achieved 58%)
  • Training Development and Facilitation for Team Members
  • Customer Experience Improvement by 37% Through Feedback
  • Customer Satisfaction Management (Achieved 32% rating)
  • Reduction of Repeat Call Incidents by 56%
  • Time Management for Efficient Ticket Resolution
  • Fast-Paced Multitasking and Prioritization
  • Documentation Creation (FAQs, Guides) to Improve Self-Service Success
  • Use of Data Analytics Tools to Track Support Performance

Work Experiences

  • By taking ownership of the problem, actively listening, being empathetic, and utilizing personal knowledge and databases, I was able to effectively resolve client concerns.
  • Consistently achieved resolution targets.
  • Achieved a 62% increase in ticket resolution.
  • Created a step-by-step setup guide for new users.
  • Assessed overall customer satisfaction.
  • Achieved a 85% improvement in overall team performance.
  • Applied product knowledge to resolve cases.
  • Contributed to a streamlined customer service experience.
  • Aligned support operations with customer success strategies.
  • Awarded President's Club for maintaining a consistent 33% first-call resolution rate over a one-year period.

Summaries

  • Certified professional in OSHA.
  • Collaborated with development and product teams to address design issues, reducing the volume of recurring technical tickets by 50% over a 18 months.
  • Award-winning tech support professional with a 76% first-call resolution rate, specializing in diagnosing hardware and network issues, significantly reducing downtime.
  • Contributed to the roll-out of new enterprise software.
  • Conducted careful analysis of technical issues.
  • Adept at managing tickets.
  • Adept at troubleshooting QuickBooks platforms and prioritizing inbound help desk requests, consistently keeping within SLA deadlines while handling over 18 requests per day.
  • Adept at managing up to 9 customer support inquiries per day.
  • Committed to implementing best practices across tech support processes, helping customers resolve technical issues in 17 hours or less with a 30% success rate.
  • Achieved a 80% satisfaction rate.

Accomplishments

  • Escalated complex support tickets to the Tier 2 team according to protocol and ensured timely feedback, reducing escalations waiting time by 58%.
  • Created and distributed technical guides and FAQs, enabling users to resolve common issues independently, reducing incoming tickets by 9% within two years.
  • Developed and maintained a detailed internal knowledge base, decreasing need for Tier 2 escalations by 34% through improved Tier 1 troubleshooting.
  • Maintained a 67% first-call resolution rate by staying up-to-date on emerging technologies and internal product updates.
  • Enhanced existing customer self-service options by updating technical documentations, resulting in a 15% increase in user adoption.
  • Reduced repeat customer inquiries related to method by implementing step-by-step solutions and documentation, decreasing repeat cases by 57%.
  • Successfully implemented a new ticket prioritization system that improved response times for high-priority issues by 59%.
  • Provided step-by-step troubleshooting for hardware and software issues, resolving 80% of inquiries within the first system.
  • Established a system for tracking and following up on unresolved tickets, reducing aged tickets by 78% over 5 months.
  • Collaborated with Tier 2 technical teams to develop more comprehensive troubleshooting methods, lowering escalations due to unresolved issues by 58%.

Affiliations

  • Project Leader for team-based tech support at local community service organization, 2017
  • Active Contributor to Remote Desktop User Experience Community, participant since 2024
  • Affiliated with CompTIA Association of Information Technology Professionals (AITP) since 2019
  • Achieved CompTIA IT Fundamentals+, certified in 2021
  • Completed Cisco Networking Academy for IT Essentials, 2018
  • Contributed to the IT Support Community Forum on budget management and earned expert recognition in 2023
  • Member, National Technology Support Association (NTSA), 2017-Present
  • Held active membership in the Association for Technical Support Professionals (ATSP) since 2022
  • Received certification for Basic Scripting for Support Teams from Summit Group in procedure, 2019
  • Achieved Apple Certified Support Professional (ACSP) status in 2018

Certifications

  • Certified Microsoft 365 Modern Desktop Administrator Associate – IT support for Microsoft 365 suite and desktop management.
  • Certified Windows Network Administrator – Supporting and managing Windows environments.
  • HDI Support Center Analyst Certification – Specialized skills in customer service and technical support.
  • Microsoft Certified: Azure Fundamentals – Basic understanding of cloud concepts and Microsoft Azure services.
  • ServiceNow Certified System Administrator – Managing incidents, user requests, and automating workflows.
  • ITIL Foundation Certification – Knowledge of IT service management best practices.
  • Microsoft Technology Associate (MTA): IT Infrastructure – Validation of core networking, security, and server administration concepts.
  • Google IT Support Professional Certificate – Comprehensive foundational training in IT support.
  • Zendesk Support Administrator Certified – Proven ability to configure and manage Zendesk ticketing environments.
  • Customer Support Specialist (CSS) Certification – Comprehensive skills in providing technical assistance to end-users.

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