Customer Support Help Desk

Tech-savvy customer support professional with extensive experience delivering technical assistance, issue resolution, and training to internal and external clients. Proven ability to meet SLAs, support enterprise systems, and collaborate across Sales, Engineering, and Operations to optimize the customer experience. Skilled in Oracle ASR workflows, ticket prioritization, and cross-functional communication. Committed to maintaining high standards of confidentiality and service excellence.

Areas of Expertise

ITIL foundation

Microsoft 365

Technical Troubleshooting & Support

TCP/IP, DNS, Network Security

Windows/MacOS Support

Active Directory

Oracle ASR support

CRM & Technology Integration

Documentation & Knowledge Base Creation

EDUCATION

Bachelor of Computer Science Cambridge College, Chesapeake, VA (July 2008)

COMPUTER SKILLS

Proficient in Microsoft Office Suite, Salesforce, Salesloft, HubSpot, Cisco Call Manager, Cisco Call Unity

CERTIFICATIONS

CompTIA Security+

EXPERIENCE HIGHLIGHTS

INFO-TECH RESEARCH GROUP- CANADA (REMOTE)

Technical Account Manager

11/2021 – PRESENT

● PROVIDED HIGH-LEVEL TECHNICAL GUIDANCE AND SERVICE SUPPORT TO ENTERPRISE IT CLIENTS, ENSURING CONSISTENT UPTIME AND CUSTOMER SATISFACTION.

● MANAGED STRATEGIC CLIENT ACCOUNTS, ALIGNED SUPPORT SOLUTIONS WITH TECHNICAL REQUIREMENTS, AND COLLABORATED ACROSS SALES AND ENGINEERING.

● MAINTAINED DETAILED AND ACCURATE CRM DATA FOR SERVICE REQUESTS, ISSUE TRACKING, AND REPORTING.

● BUILT A STRONG CLIENT PIPELINE THROUGH CLOSE COORDINATION WITH INSIDE SALES AND MARKETING.

KEY ACHIEVEMENTS:

● EXCEEDED QUARTERLY PERFORMANCE TARGETS WHILE IMPROVING CLIENT ONBOARDING AND SUPPORT EFFICIENCY.

● CREATED SUPPORT DOCUMENTATION TO STREAMLINE RESPONSES TO RECURRING CLIENT INQUIRIES.

THE WORLD BANK GROUP- WASHINGTON, DC

Help Desk Lead

5/2009-11/2021

● DELIVERED TIER 1 AND TIER 2 SUPPORT ACROSS WINDOWS AND LEGACY SYSTEMS; RESOLVED TICKETS RELATED TO NETWORK CONNECTIVITY, USER PERMISSIONS, AND HARDWARE/SOFTWARE ISSUES.

● ASSESSED AND PRIORITIZED INCOMING HELP DESK TICKETS, EXCALATING COMPLEX ISSUES THROUGH PROPER CHANNELS TO ENSURE SLA COMPLIANCE.

● MAINTAINED INTERNAL DOCUMENTATION AND USER SUPPORT MATERIALS; CREATED KNOWLEDGE BASE ARTICLES AS NEEDED.

● ADMINISTERED ACTIVE DIRECTORY ACCOUNTS AND PROVIDED SUPPORT FOR EMAIL, SOFTWARE INSTALLS, AND NETWORK CONNECTIVITY.

● PARTICIPATED IN ON-CALL ROTATION, PROVIDING AFTER-HOURS SUPPORT INCLUDING NIGHTS AND WEEKENDS.

KEY ACHIEVEMENTS:

● LED TEAMS IN WASHINGTON DC, AND INDIA TO CONSISTENTLY EXCEEDING SLAs AND DRIVE CLIENT SATISFACTION, CONTRIBUTING TO CONTRACT RENEWALS.

● FACILITATED THE ENTERPRISE-WIDE TRANSITION FROM NORTEL TO CISCO TELEPHONY SYSTEMS.

References

● Available upon request

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