I am a senior technical support and customer experience professional with more than 13 years of experience supporting IT, VoIP, network communications, and customer service operations. I specialize in resolving complex technical issues while delivering clear, professional communication across phone, email, chat, and other support channels.
I have a strong record of high-volume Tier 2 support performance, resolving more than 1,000 technical issues annually and maintaining customer satisfaction rates above 95%. My approach combines structured troubleshooting, escalation management, remote support, and a commitment to improving the customer experience.
I have worked extensively with CRM systems, ticket management processes, KPI monitoring, service reporting, and customer feedback analysis. I use operational data and trend analysis to identify recurring issues, improve documentation, reduce handling times, and strengthen service delivery.
I am experienced in mentoring new team members, developing support documentation, and standardizing onboarding practices. Through training and process improvement initiatives, I have helped teams increase efficiency, improve consistency, and reduce ticket backlogs.
I collaborate effectively with sales, product, operations, and technical teams to communicate customer needs and support product or service improvements. I also bring experience with upselling, customer retention, conflict resolution, and high-pressure escalations.
In addition to my technical support background, I hold a Bachelor of Science in Network Communications and Fortinet cybersecurity certifications. I am focused on senior technical support, network support, customer experience, and service operations opportunities where I can combine technical expertise with team leadership and continuous improvement.
I use surveillance techniques to identify potential security concerns and help reduce financial losses. I support asset recovery efforts and work with store personnel and local authorities to address security incidents.
I administer first aid during emergencies, maintain safety documentation, and help coordinate security protocols across teams. My work requires strong observation, incident reporting, communication, and problem-solving skills.
I handled more than 30 customer inquiries per day through phone, email, and fax channels, resolving technical and service-related issues. I managed escalated support cases and worked to improve resolution outcomes while reducing customer complaints.
I mentored junior staff, monitored KPIs and resolution metrics, and implemented process changes that improved response times and service delivery. I also partnered with sales and product development teams to share customer feedback and support service enhancements.
I provided Tier 2 support for VoIP and network-related issues, resolving escalated incidents and supporting strong customer satisfaction. I used proactive follow-up and timely troubleshooting to help improve uptime and client experience.
I trained new hires, standardized onboarding practices, and improved service consistency. I also streamlined ticket review processes, identified recurring issue trends, and coordinated with internal teams on customer-requested feature enhancements.
I developed standard operating procedures to improve knowledge sharing, process consistency, and internal operational quality. I analyzed customer feedback and quality data to identify opportunities to improve service delivery and reduce complaints.
I implemented predictive analytics and automated manual analysis tasks, contributing to a 30% improvement in operational efficiency. I also created dashboards that improved access to KPIs and supported more effective reporting and decision-making.
I managed more than 50 inbound customer support calls and emails daily, troubleshooting technical issues and helping customers improve product usability. I maintained professionalism while supporting high-pressure escalations and complex customer concerns.
I shared support best practices, coached new hires, and collaborated with internal teams to expedite fixes. My work helped improve customer loyalty, team performance, and the delivery of lasting technical solutions.
Bachelor of Science, Network Communications
Bachelor of Science in Network Communications completed at DeVry University in Fort Washington, Pennsylvania.
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.