PROFILE:

Senior - level support professional with 10+ years of progressive support and leadership experience working with Fortune 50 companies. Recognized for building proficient teams, identifying critical gaps, and boosting company revenue and branded as an adaptable bridge-builder that exceeds company objectives. Known for demonstrating advanced knowledge of multiple roles while delegating the right tasks and improving organizational efficiency.

COMPETENCIES:

Salesforce | Freshservice | RightNow | Microsoft Dynamics | ASD | ZenDesk | Remedy | ServiceNow | Servers | Databases | SQL | Reporting | eLearning | Bug Validation | Leadership | Analytical | Customer Service | Citrix | Microsoft

EXPERIENCE:

Confidential, Seattle, WA

Incident Manager

Environment: Remedy | ServiceNow |Slack | New relic | MS Office | Confluence | BlueJeans | Teams

Responsibilities:

• Monitored support channels for outages and service threats, facilitating major incidents to restore services to normal operations and minimize business impacts.
• Collaborated with the Confidential technology team to plan, develop, and implement goals and objectives.
• Communicated objectives across client, teams, and departments while assigning multi-phase activities to the appropriate personnel.
• $2M+ in lost revenue averted by preventing outages and managing high priority escalations as appropriate, ensuring redirection to critical situations when necessary
• Reduced bugs by identifying risks and capabilities and presenting to senior leaders allowing for internal tool enhancements
• 10% reduction in needs identified by creating policies and procedures around new features to address tool issues, policy clarifications, and other similar requests

Confidential, Seattle, WA

Infrastructure Analyst | IT Infrastructure Team

Environment: Freshservice | Citrix | Airwatch | Cisco technologies | Linux | Apple | Android | SharePoint | MS Office

Responsibilities:

• Supported 100+ employees with desktop and remote support.
• Performed advanced hardware troubleshooting for Cisco networking technologies and annual hardware infrastructure upgrades.
• Reviewed project requirements and maintained IT infrastructures across five branch locations.
• Analyzed computer and technological needs and made recommendations to customers.
• $20,000 saved by fixing wireless infrastructure issues to resolve persistent problems through onsite visits
• 20% improvement in workplace efficiency attained by innovating and deploying employee technology around workstations, iPads, iPhones, and Citrix environments
• Increased problem resolution efficiency by pioneering an eLearning content for polices, troubleshooting, and
• 10% improvement in productivity and usability attained by assisting with the design of the IT room layouts and technical guides

Confidential, Redmond, WA

Tier 2 Operations Analyst

Responsibilities:

• Identified potential disruptions and outages and updated impacted stakeholders around the status of outages, emerging issues, disruptions, and security breaches averaging 40 cases per day. Maintained company information and security through the implementation of best practices.
• Reduced user roadblocks by identifying shortcomings of the existing departmental workflow to improve outcomes
• Millions saved by identifying the right action plan to resolve outages promptly through an automated queue
• Achieved a 99% accuracy rate by focusing on the feedback details and how those translate to the next team around bug validations

Confidential, Seattle, WA

Technical Support | Technical Services and Support

Environment: Microsoft Dynamics | Citrix | Bomgar | SharePoint | MS Office

Responsibilities:

• Handled 20 complex cases daily, providing tier 3 support for issues relating to networking, software, database, and hardware infrastructure.
• Tracked defects and bugs and analyzed data to produce reports and share with company leaders to identify emerging issues.
• Increased first contact resolution by producing eLearning content used to train new technical support agents; provided an additional tool for the sales team when meeting with potential partners
• Reduced future bugs and improved solution times by performing break-fix scenarios to resolve complex technical issues
• Outperformed team in first-contact resolution by resolving hardware and technical issues using advanced troubleshooting techniques

Confidential, Redmond, WA

Program Manager | Team Lead

Environment: ASD | Microsoft Dynamics | Visual Studio| SharePoint | MS Office

Responsibilities:

• Led a 22-person outsourced global escalation team, tracked performance targets for agents, and identified opportunities to improve communications and collaboration for the service delivery team.
• Produced monthly metric reporting and compiled customer feedback data. Selected by leadership to provide a technical perspective during interviews.
• 50% reduction in average handle times achieved by creating and administering the team SharePoint sites to enhance communication and increase the visibility of team activities
• 20% reduction in tier 3 escalation rates accomplished by implementing new policies, procedures, and
• 20% diminution of unresolved problems attained by forming interdepartmental relationships to gain knowledge on product support
• 15% improvement in first contact resolution made by authoring eLearning content covering issue identification, troubleshooting, escalation process, and best practices for customer service

Social Media Support Analyst

Confidential

Environment: ASD | Microsoft Dynamics | Visual Studio | SharePoint | MS Office

Responsibilities:

• Assisted team with answer resolution by authoring multiple pieces of documentation around specific products
• Amplified customer satisfaction by implementing an escalation system that boosted issue resolution