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Skills

  • Database support
  • Server support
  • Supporting Unified Messaging (UM)
  • Nursing staff support
  • Flight technician experience
  • Fire support
  • Instructor support
  • Pre-hospital advanced life support
  • Engineering support
  • Technical support expertise

Work Experiences

  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Was in charge of system files and records for 2 clients, as well as following security procedures to prevent data breaches and misuse.
  • Achieved results in 2016.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on process improvement and team leadership.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Authored technical documentation, enhancing operational transparency and increasing team efficiency by 16%.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.

Summaries

  • Team player who is methodical and detail-oriented and has expertise in client relations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Highly skilled in team leadership terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Achieved 58% improvement in cross-team collaboration.
  • Meticulous Technician Support Supervisor capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Salesforce.
  • Accomplished Technician Support Supervisor.
  • QuickBooks expert with database management experience.
  • These abilities, as well as a strong work ethic, are available.

Accomplishments

  • Led multiple technical support team initiatives resulting in a 51% reduction in system downtime across 7 client sites.
  • Collaborated with team of 2 in the development of initiative.
  • Increased technician productivity by 27% through implementation of a structured training and development framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mentored a team of 12 junior technicians, improving their troubleshooting skills and reducing customer complaint escalations by 27%.
  • Promoted team collaboration via regular knowledge-sharing sessions, which cut recurring technical issues by 80%.
  • Reduced overall customer escalations by 16% through proactive real-time monitoring and intervention during high-volume support periods.
  • Designed and rolled out customized performance metrics tracking system for technical support teams, which led to a 77% improvement in SLA adherence.
  • Decreased team response time for critical system outages by 50% through real-time monitoring and structured escalation protocols.
  • Developed and enforced quality assurance processes that resulted in a 44% reduction in technical support errors.

Affiliations

  • Member of the Association of Computer Repair Business Owners (ACRBO)
  • Network and Systems Professionals Association (NaSPA)
  • CompTIA Network+ Certification Holder
  • Manager of Technology Support Volunteer Group in Seattle
  • Society of Women Engineers
  • Toastmasters
  • Society of Human Resource Management
  • CompTIA IT Professionals Association
  • International Association of Administrative Professionals
  • Certifications in Information Technology and Systems (CITS)

Certifications

  • Microsoft Certified Solutions Expert (MCSE): Productivity
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Practitioner Certificate
  • Cisco Certified Network Associate (CCNA)
  • Certified ScrumMaster (CSM)
  • Certified Network Defender (CND) by EC-Council
  • ITIL Foundation Certification in IT Service Management
  • Professional in Human Resources (PHR)
  • First Aid/CPR Certified

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