Professional Summary
Adaptable IT professional with nearly a decade of experience in technical support, troubleshooting, and process optimization. Specializing in pattern recognition, research-driven problem-solving, and holistic system analysis rather than strict adherence to predefined technical terms. Adept at identifying inefficiencies, streamlining workflows, and implementing solutions that prevent recurring issues. Skilled in team management, cross-functional collaboration, and leveraging practical technologies to enhance operational efficiency.
Skills
- Technical Troubleshooting & Research-Driven Problem-Solving
- Pattern Recognition & Root Cause Analysis
- Process Improvement & Workflow Optimization
- Knowledge Base Design & Implementation
- IT Service Management (ITSM) & Help Desk Operations
- CRM Systems & RMA Processes
- Adaptive IT Support & Cross-Platform Troubleshooting
- Leadership, Team Mentorship & Training
- Strong Analytical & Critical Thinking
Professional Experience
MSP (2016-2025)
Tier 1/Tier 2 Technical Support Team
- Provided leadership to the evening shift, resolving complex technical issues and fostering team collaboration.
- Redesigned and migrated the Knowledge Base system, enhancing accessibility and efficiency.
- Conducted onboarding sessions for new clients, ensuring seamless transitions and satisfaction.
- Reviewed and verified billable hours, maintaining accuracy and compliance.
- Mentored and guided technicians to improve performance and achieve targets.
Retail (2016-2016)
Director of Customer Support
- Set up a future-ready CRM system, streamlining customer management processes.
- Designed and implemented an RMA form and process, improving workflow efficiency.
- Assisted customers with order-related issues, ensuring a high level of service quality.
- Monitored and managed the company’s online presence across social platforms.
Entertainment (2012-2015)
Tier 2 Technical Support Team Lead
- Coached and developed team members, enhancing performance and meeting SLAs.
- Built a tool enabling Tier 1 agents to access replacement codes efficiently.
- Monitored key metrics to resolve trending issues and improve service delivery.
Tier 1 Technical Support (2010 – Oct 2012)
- Provided technical support for leading database software on Windows and Mac.
- Troubleshot and resolved gaming issues across various platforms (PC, Mac, Xbox, PlayStation, handhelds).
- Mentored new agents to help them excel in their roles.
- Developed and utilized a custom macro software to enhance CRM usability.
Education
- Associate’s Degree in Computer Systems
