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Skills

  • Client needs assessment
  • Time management in high-volume environments
  • Cross-departmental collaboration
  • New employee onboarding
  • Product Usability Testing
  • Customer retention strategies
  • Software installation and configuration
  • Troubleshooting Framework Development
  • Technical troubleshooting
  • Effective Multitasking

Work Experiences

  • Collaborated with cross-departmental teams.
  • Achieved a 15% ticket reduction.
  • Analyzed feedback.
  • Consistently exceeded KPIs in resolution time.
  • Decreased average call handling time by 35%.
  • Built strong client relationships.
  • Avoided entire unit swaps.
  • Was successful in resolving client concerns by taking ownership of their problems, actively listening, being empathetic, and utilizing personal knowledge and databases.
  • I'm in charge of setting up and troubleshooting PC hardware and peripherals, such as desktop and laptop computers, printers, modems, and various networking devices.
  • Achieved an 85% customer satisfaction rate in 2022.

Summaries

  • Committed to creating a learning-rich atmosphere.
  • Committed to driving customer satisfaction.
  • Contributed to an award-winning support team.
  • A motivated technical support professional with hands-on experience developing knowledge transfer initiatives, leading to an enhanced understanding of key product issues. Committed to raising support standards within the team and the company.
  • Adaptable Tier 1 Technical Support agent with extensive experience analyzing customer feedback to drive product improvements. Able to resolve pressing issues and ensure a frictionless user experience for customers and internal teams alike.
  • Customer-centric Tier 1 Technical Support specialist with expertise in troubleshooting software configuration issues, reducing resolution times by 49%. Known for excellent service-level agreement adherence and a President's Club-winning track record.
  • A results-driven Tier 1 Technical Support specialist, achieving 85% customer satisfaction by resolving software installation and configuration issues. Proven track record of reducing unresolved tickets sent to Tier 2 by 40%.
  • Adaptable Tier 1 Technical Support agent.
  • Consistently recognized by management for exceeding performance benchmarks, particularly in first-contact resolution and reducing customer downtime. Takes pride in delivering high-quality technical support while maintaining punctuality and professionalism.
  • Adept at tackling escalation management.

Accomplishments

  • Collaborated with development teams to test and implement new automation scripts, reducing manual issue resolutions by 4%.
  • Conducted quality control checks on resolved issues, achieving a resolution accuracy rate of 71% over procedure.
  • Collaborated with the engineering team to address and mitigate recurring software issues, reducing user-reported bugs by 62% over procedure.
  • Collaborated with cross-functional teams to resolve major incidents within 7 hours, meeting key SLA requirements.
  • Developed user documentation and FAQ resources for internal and external use, which decreased the volume of inbound support tickets by 52%.
  • Provided hands-on support for Microsoft Excel systems, resulting in a 82% reduction in escalated cases to Tier 2 support.
  • Assisted in testing new software releases and updates prior to launch, ensuring a seamless integration for all end-users.
  • Led the implementation of a ticket prioritization system, improving average response times during high-volume periods by 78%.
  • Contributed to cross-departmental knowledge-sharing sessions that reduced escalations from Level 1 to Level 2 support by 19%.
  • Escalated unresolved technical issues to the development team following a strict problem escalation protocol, ensuring root causes were addressed promptly.

Affiliations

  • Joined the IT Service Management Forum (itSMF), engaging with professionals and experts on topics such as incident management and escalation protocols.
  • Pursued a networking program in system, specializing in supporting global enterprise clients and managing international SLAs.
  • Member of Women in Technical Support Leadership (WITSL), partaking in mentorship programs and professional development events.
  • Volunteer participant in a hackathon sponsored by Vantage, helping prototype solutions for real-world technical support challenges.
  • Active affiliate of the International Association of Computer Science and Information Technology (IACSIT), consistently attending seminars on IT support innovations.
  • Certified as a ITIL, demonstrating advanced competency in hardware diagnostics and system troubleshooting.
  • Received the Customer Service Excellence Award from Beacon Labs for successfully exceeding SLAs and improving client retention.
  • Active participant in customer satisfaction analysis and service improvement committees within Harbor & Co., collaborating on ways to enhance FCR metrics.
  • Volunteered as a technical support lead for QuickBooks-based online community forums, providing expert help to users facing system issues.
  • Received a certificate for completing advanced coursework in Customer Service and Technical Support Management from Brightline.

Certifications

  • Microsoft Certified: Modern Desktop Administrator Associate 2021
  • AppleCare Mac Technician (ACMT) Certification 2024
  • Certified Associate in Project Management (CAPM) - 2022
  • Customer Service Excellence Certification - Northwind, 2022
  • Cisco Certified Technician (CCT) – Routing & Switching Track
  • Certified IT Asset Disposal Professional (CITADP) 2018 – Beacon Labs
  • Certified Software Asset Manager (CSAM) – Summit Group
  • Network+ CompTIA Certification 2018
  • CompTIA Security+ 2019
  • Certified Endpoint Security Specialist – Asana 2017

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