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Skills

  • Organization
  • TCP/IP
  • First Aid/CPR
  • Customer Support Ticket Resolution
  • Relationship development
  • Business operations
  • Customer Feedback Integration
  • Mac systems
  • Cross-functional team collaboration
  • Desktop support

Work Experiences

  • Collaborated with product development on beta testing.
  • Collaborated with cross-functional teams to escalate and resolve complex technical issues within defined SLAs, improving resolution speed by 78%.
  • Conducted routine audits of ticketing data to identify trends, optimizing support pathways and eliminating redundant processes.
  • Assisted product team in identifying recurring bugs.
  • Increased company revenue by 16% beyond one year targets by upselling products and services.
  • Automated reporting and data extraction using Tableau, reducing manual work by 20% for tracking customer interactions.
  • Used project management and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Kept track of running systems and entered commands to troubleshoot issues like procedure and standard.

Summaries

  • Assisted in patch updates.
  • Promotes strategic planning and performance reporting skills that are dynamic.
  • Excellent User Support Analyst with 7 years of experience providing exceptional support to users at all levels.
  • Award-winning User Support Analyst.
  • User Support Analyst is a multi-talented User Support Analyst who is consistently rewarded for planning and operational improvements.
  • Achieved a 85% increase in customer retention rates by consistently delivering first-call resolution and minimizing escalations through effective troubleshooting.
  • User Support Analyst with a 2-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Assisted during critical issue escalation.
  • Addressed complex technical challenges.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Streamlined support process with scripted troubleshooting steps, resulting in 57% improvement in team productivity.
  • Exceeded KPI targets for ticket resolution by resolving 7% of tickets within two years.
  • Collaborated with team of 7 in the development of initiative.
  • Supported a customer base of process professionals across Miscellaneous, achieving 22% first-call resolution rates.
  • Utilized program to track and prioritize tickets, resolving 6% of high-priority issues within several months.
  • Collaborated with cross-functional teams to identify and resolve key product bugs, leading to a product update with 5%-reduced customer complaints.
  • Developed real-time dashboards in QuickBooks to monitor ticket status, enabling managers to respond to bottlenecks more effectively.
  • Assisted method customers daily, addressing and closing an average of 3 tickets per day with a 52% resolution success rate.
  • Handled an average volume of 21% more cases than the team goal, resulting in the highest individual performance score for 2015.
  • Piloted a remote troubleshooting process using Workday, reducing average resolution times by 32% and improving service-level agreement (SLA) compliance.

Affiliations

  • Database Professionals Alliance - Columbus
  • Lions Club
  • Professional Association for SQL Server (PASS)
  • Association for Supply Chain Management (APICS)
  • Jaycees
  • Freemason
  • Society of Human Resource Management
  • American Society of Safety Professionals
  • Product Camp events for HubSpot related support
  • National Association of Service Desk Analytics (NASDA)

Certifications

  • Certified Software Asset Manager (CSAM)
  • CompTIA A+ Technician
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Google Certified Professional Cloud Architect
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA Security+ Certification
  • Certified Network Professional (CNP)
  • CompTIA A+ Certification
  • Certified Public Accountant (CPA)

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