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Skills

  • Business operations
  • Application of OSHA for system support
  • Exceptional telephone etiquette
  • Equipment repair
  • Communications
  • Invoice generation
  • Inventory management
  • Backend performance tuning and maintenance
  • Cross-functional team collaboration
  • Process improvement

Work Experiences

  • Assisted in the deployment of an automated ticket sorting system, eliminating manual sorting errors, and reducing misrouted tickets by 39%.
  • Boosted site load speeds by process.
  • Collaborated with cross-functional teams to troubleshoot system-wide outages, successfully reducing downtime by 46% over 2021.
  • Used metric and procedure techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Authored technical support articles with step-by-step solutions, reducing ticket escalations by 45% while empowering users to resolve their own issues.
  • Built and optimized user interface forms within the web support portal, streamlining customer interactions and reducing submission errors by 74%.
  • Repaired network hardware components such as firewalls, routers, and procedure devices.
  • Achieved 20% improvement in site stability.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.

Summaries

  • Has exceptional budget management and quality assurance abilities.
  • Standard and procedure have a proven track record.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Web Support Specialist is a hardworking and dependable Web Support Specialist who excels at data analysis and team leadership.
  • Knowledgeable Web Support Specialist with expertise in marketing and program development.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Lean and ITIL are her areas of expertise.
  • Motivating leader who has built and managed framework teams in the past.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Budget management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.

Accomplishments

  • Performed regular server audits to ensure PCI-DSS compliance, providing secure and uninterrupted services to clients across 14 hosted domains.
  • Reduced ticket backlog by 49% after implementing an AI-based automated support system, improving ticket response times and customer satisfaction.
  • Created detailed user documentation for procedure, reducing error reports from users by 69% post-deployment.
  • Led extensive user testing and quality assurance for Asana integration, reducing deployment-related issues by 85% in customer environments.
  • Improved site performance through optimization of CSS/JavaScript delivery methods, cutting average page load times by 84%.
  • Identified gaps in the current support knowledge base, leading the creation of over 3 new support articles that reduced ticket volume by 26%.
  • Developed a log analysis workflow that identified recurring server issues, reducing average time to resolution by 81% in the next quarter.
  • Spearheaded a company-wide initiative to migrate websites to category, reducing downtime during the transition by 63%.
  • Conducted in-depth server health audits and recommended optimizations that resulted in a sustained 39% improvement in web service uptime.
  • Collaborated with security teams to identify and patch vulnerabilities in web hosting environments, preventing downtime and improving overall site security.

Affiliations

  • Participant in the Web Support Skills Consortium's collaborative problem-solving workshops, focusing on resolving complex user issues.
  • Finished coursework in Database Management with process at category, applied to query optimization.
  • Certified in Advanced Query Optimization for large datasets, awarded by Summit Group after completing the three years program.
  • Completed the Database Management and Analysis program at method, specializing in query performance.
  • Member of the Web Support User Experience Research Consortium, focusing on enhancing user navigation structures.
  • Active contributor to the Web Service Professionals Network, collaborating with peers on issues related to website management.
  • Participated in Jira Troubleshooting Bootcamp hosted by Ironclad Systems to enhance issue resolution skills.
  • Received certification in Web Accessibility Training from procedure, ensuring technical compliance with ADA guidelines.
  • Certified Web Support Specialist through the framework, specialized in troubleshooting web applications and platforms.
  • Affiliate of the Global Incident Management Professionals Association, emphasizing timely response and platform-specific resolution strategies.

Certifications

  • Apple Certified Associate (ACA)
  • ServiceNow Certified System Administrator
  • Google IT Support Professional Certificate
  • HubSpot CMS for Developers Certification
  • Certified Technical Support Professional (CTSP) - category
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Salesforce
  • Certified Customer Service Specialist (CSS) - system
  • ITIL Foundation Certification - Information Technology Infrastructure Library
  • Certified Web Developer - International Association of Web Professionals (IAWP)

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