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Skills

  • Remote troubleshooting
  • Leveraging monitoring tools for proactive support
  • First Aid/CPR
  • Process improvement
  • Budgets
  • Customer service
  • Continuous Improvement Initiatives
  • Incident Management
  • Customer-first approach
  • Machine sequencing

Work Experiences

  • Assisted in maintaining the internal ticketing system, resulting in improved case tracking and a 83% decrease in resolution times.
  • Adhered to the design specifications' tight tolerances.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a year-over-year increase in the Net Promoter Score (NPS) by 15%.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Checked for proper product lubrication and cooling throughout the machine's operation.
  • Achieved results within 6 weeks.
  • Transported ServiceNow to several months customer locations.
  • Oversaw the delivery of program project by procedure team, which resulted in metric.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved positive productivity changes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Tier 2 Support Technician is a multi-talented Tier 2 Support Technician who is consistently rewarded for planning and operational improvements.
  • Accomplished Tier 2 Support Technician experienced in diagnosing and resolving complex technical issues with an average resolution time of 4 minutes. Expertise in utilizing remote tools to reduce the need for onsite technicians by 37%.
  • Dependable and dependable, with experience in telemetry monitoring, tooling changes, and material loading.
  • Reading and interpreting blueprints and schematics is a skill.
  • Adept at handling escalated tickets.
  • 2 years of experience resolving complex hardware and software issues.
  • Adept Tier 2 Support Technician.
  • Achieved zero downtime.

Accomplishments

  • Improved the efficacy of Tier 1 support by creating educational materials, thereby decreasing the volume of escalations to Tier 2 by 66%.
  • Implemented a feedback system that allowed for faster resolution of recurring issues, decreasing the average support lifecycle by 4 days.
  • Resolved product issue through consumer testing.
  • Documented troubleshooting steps in the company knowledge base, improving support efficiency for repetitive issues by 48%.
  • Standardized escalation processes, reducing average response time to critical support issues by 15 hours.
  • Reduced help desk ticket volume by 76% over 12 months by developing self-help content for common Jira issues.
  • Enhanced knowledge base repository by updating 5 key articles, leading to a 34% reduction in ticket resolution times.
  • Collaborated with cross-functional teams to roll out new troubleshooting protocols, improving operational efficiency by 80% in 2024.
  • Worked alongside engineering teams to create diagnostic tools which helped reduce troubleshooting times for complex Asana incidents by 84% %.
  • Provided technical expertise during critical system outages, successfully restoring service in less than 18 hours, preventing impact on SLA commitments.

Affiliations

  • International Customer Management Institute (ICMI)
  • Information Technology Infrastructure Library (ITIL) Group
  • CompTIA IT Professionals Association
  • Knowledge-Centered Service (KCS) Alliance
  • Microsoft Certified Solutions Expert (MCSE) Community
  • Global IT Leaders Community
  • Tech Serve Alliance
  • Customer Support Services Leaders Forum
  • Project Management Institute
  • Client Success Managers Association

Certifications

  • CompTIA A+
  • ServSafe
  • Project Management Professional (PMP)
  • Salesforce
  • Red Hat Certified System Administrator (RHCSA)
  • Certified Public Accountant (CPA)
  • ServiceNow Certified System Administrator
  • Certified in Risk and Information Systems Control (CRISC)
  • Google Cloud Certified - Associate Cloud Engineer
  • HDI Support Center Analyst

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