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Skills

  • End-user training and education
  • Agile methodology in support environments
  • Software diagnosis
  • Application support
  • Call handling time optimization
  • Best practices in user communication
  • Project organization
  • Effective Communication with Non-Technical Users
  • MS Office
  • Budgets

Work Experiences

  • Collaborated with the engineering team.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved consistently high customer satisfaction ratings.
  • Created weekly troubleshooting guides for SAP users, which reduced the need for repeat inquiries by 13%.
  • Coordinated with the IT team to resolve over 4 high-priority user issues on Tableau across multiple departments, enhancing collaboration by 67%.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • 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.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Boosted response time efficiency by 54% %.
  • Customized support solutions for high-profile clients.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Competent User Support Consultant with experience assisting standard users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Effectively troubleshoots and resolves issues on its own.
  • User Support Consultant with a 6-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Within Miscellaneous, senior User Support Consultant and outstanding performer in cross-functional collaboration and stakeholder engagement.
  • Adept at handling high-pressure environments.
  • Achieved a 79% decline in repeat incidents.
  • Supporting hardware and software issues for program computer systems is a skillful User Support Consultant.

Accomplishments

  • Utilized program to construct scalable tutorials, reducing training time for new hires by 82% %.
  • Developed escalation protocols for high-severity incidents, enhancing resolution speed for critical issues by 75% %.
  • Resolved 2 high-priority tickets per day, maintaining a 31% satisfaction rate in resolved issues.
  • Utilized data analysis from system to adjust workflows and processes, increasing ticket handling efficiency by 78% %.
  • Monitored and tracked all support cases via method, ensuring a 37% increase in customer retention by streamlining resolution processes.
  • Led team in creation of comprehensive knowledge articles, reducing incoming support tickets by 43%.
  • Directed the rollout of new customer support feature in process, resulting in positive feedback from 54% of users.
  • Reduced average troubleshooting time by 19% by standardizing responses to frequently reported issues.
  • Optimized helpdesk ticketing workflows using metric, reducing average time to resolution by category.
  • Built and delivered monthly performance reviews for team members, resulting in an overall team improvement of 83% in customer satisfaction.

Affiliations

  • National Association of Social Workers
  • Zendesk Certified Support Administrator 2015
  • Jaycees
  • Customer Support Professionals Network (CSPN)
  • Technical Support Engineers Association (TSEA)
  • International Council of Nurses
  • Certified Agile Service Manager (CASM) 2021
  • International Customer Management Institute (ICMI) Network
  • Certified Support Center Analyst (HDI-SCA) Licensee
  • Freemason

Certifications

  • IT Asset Management Specialist (ITAM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Apple Certified Support Professional (ACSP)
  • CompTIA A+ Certification
  • Certified Problem Management Professional
  • Microsoft Certified: Power Platform Fundamentals Jira
  • Certified Technology Specialist (CTS)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Cisco Certified Internetwork Expert (CCIE)

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