Alfred User

Resolved 50+ weekly tickets for hardware/software issues and internal user account administration, streamlining escalation paths across the US, Canada, and Mexico to reduce resolution time by 25%. Documented and tracked incidents via ServiceNow and JIRA to improve team accountability.

Resolved 50+ weekly hardware and software tickets, focusing on Active Directory security and internal account administration; streamlined escalation paths for 300+ support units across US, Canada, and Mexico, reducing resolution time by 25%.

Resolved 50+ weekly hardware/software tickets with focus on Active Directory security and user account administration; streamlined escalation paths across US/Canada/Mexico, reducing resolution time by 25%.

Resolved 50+ weekly hardware/software tickets and managed Active Directory user account administration, addressing smartphone access issues. Streamlined escalation paths for 300+ support units across US, Canada and Mexico, cutting resolution time by 25% and documenting incidents in ServiceNow and JIRA.

Provided remote Level 2 support for SuperSalon™ POS and iOffice cloud POS, achieving 95% first-contact resolution and mentoring 15+ Level 1 technicians to cut escalations by 30%. De-escalated 20+ irate customer calls monthly and documented issues via Zendesk.

Provided remote Level 2 support for SuperSalon™ and iOffice™ POS with 95% first-contact resolution; mentored 15+ Level 1 technicians, cutting escalations by 30% and de-escalating 20+ irate calls per month.

Provided remote Level 2 support for SuperSalon™ POS and iOffice™ cloud POS with 95% first-contact resolution and de-escalated 20+ irate calls per month. Mentored 15+ Level 1 technicians, reducing escalations by 30% and documenting issues via Zendesk.

Provided remote Level 2 support for SuperSalon™ and iOffice™ POS systems achieving 95% first-contact resolution; mentored 15+ Level 1 technicians and reduced escalations by 30%.

Supported executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30% and recruiting 40+ clinicians while securing $200K+ in state-funded contracts.

Managed executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30%; recruited 40+ clinicians and secured $200K+ in state-funded contracts through grant writing and outreach.

Supported executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30% and recruiting/onboarding 40+ clinicians. Secured $200K+ in state-funded contracts and managed bilingual website content, SEO, and HIPAA-compliant client databases.

Supported executive operations and behavioral health/home health administration for 1,000+ clients, improving departmental efficiency by 30% through process optimization and recruiting 40+ clinicians. Administered bilingual websites, managed HIPAA-compliant client databases, and secured $200K+ in state-funded contracts via grant writing.

Led a team of Tier 1 technicians and developed training materials that improved QA scores by 40% and reduced onboarding time by two weeks; authorized $50K+ in annual warranty repairs with 98% accuracy.

Led a team of Tier 1 technicians, improving QA scores by 40% through tailored coaching and reducing escalations by 20% with developed training materials. Authorized $50K+ in annual warranty repairs with a 98% accuracy rate.

Led a Tier 1 team to improve QA scores by 40% through coaching and upskilling materials, reducing escalations by 20%. Co-developed training and exams to cut onboarding time by two weeks and authorized $50K+ in warranty repairs annually with 98% accuracy.

Led a Tier 1 team, improving QA scores by 40% through tailored coaching and reducing escalations by 20% via upskilling materials; authorized $50K+ in annual warranty repairs with 98% accuracy.