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Skills

  • ITIL Framework Application
  • Active Directory Administration
  • Technical documents comprehension
  • API integration support
  • Client onboarding and training coordination
  • First Aid/CPR
  • Helpdesk ticketing system management (Tableau)
  • Collaboration with third-party vendors
  • Risk assessment and mitigation
  • Continuous technical learning and skill development

Work Experiences

  • Collaborated with legal and compliance teams to ensure cross-border data privacy and GDPR compliance during international support engagements.
  • Boosted efficiency across the support team.
  • Achieved a customer satisfaction score of 64%.
  • Achieved a Innovation Award for outstanding support during Ironclad Systems-wide software deployment, resolving 16 issues within the first 24 hours.
  • Kept track of running systems and entered commands to troubleshoot issues like program and framework.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Led a support team that assisted an average of 11 users globally in a 24/7 support environment as a level-three supervisor.
  • Increased company revenue by 3% beyond three years targets by upselling products and services.
  • Captured valuable company-wide user feedback post-incident resolution, leading to a roadmap for crucial platform improvements.
  • Addressed recurring user-reported bugs.

Summaries

  • Within Miscellaneous, senior User Support Specialist and outstanding performer in vendor management and workflow optimization.
  • Achieved 79% customer satisfaction.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved a 59% improvement in response time to urgent tickets.
  • Achieved a 18% reduction in low-level support tickets.
  • User Support Specialist with a 14-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.
  • CPA and CPA are proudly certified.
  • Accomplished User Support Specialist.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Collaborated with the DevOps team to deploy Jira updates with zero downtime across 11 platforms.
  • Utilized program to track crashes and memory leaks in ServiceNow, improving system stability by 80%.
  • Proactively monitored system performance using QuickBooks, identifying and resolving system bottlenecks before they became critical issues.
  • Secured CPA to enhance technical expertise and apply industry best practices in customer support roles.
  • Documented and resolved standard which led to category.
  • Supported deployment projects for 13 clients, coordinating post-go-live triage and reducing incident calls by 43%.
  • Troubleshot complex integration issues between Workday and third-party applications, saving the company 16 hours of downtime.
  • Spearheaded 16 webinars to walk clients through major product updates, resulting in a 64% increase in feature adoption within the first month.
  • Led the successful adoption of ITIL framework practices within the support team, resulting in more structured service delivery and a 49% improvement in user feedback ratings.
  • Managed VIP customer accounts through QuickBooks, ensuring 59% resolution rate and providing white-glove service.

Affiliations

  • Society for User Experience Professionals (UXPA)
  • Technical Support Management Association
  • Certified Technology Support Specialist Network
  • Society of Women Engineers
  • IT Support Engineer Network
  • Jaycees
  • International Gamification Confederation (GamFed)
  • Product Support and Services Association (PSSA)
  • International Customer Support Association (ICSA)
  • Project Management Institute

Certifications

  • Certified Public Accountant (CPA)
  • Salesforce
  • CompTIA Security+
  • Certified Support Center Manager (CSCM) from HDI
  • Project Management Professional (PMP)
  • First Aid/CPR Certified
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Cisco Certified Network Associate (CCNA)
  • Certified Support Professional (CSP) from Association of Support Professionals (ASP)
  • ServSafe

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