Grace A. Email & Phone Number

• Spearheaded a system upgrade, reducing downtime by 50% and boosting reliability.• Streamlined ticketing workflows in ServiceNow, reducing response times by 40% and improving support efficiency.• Achieved a 98% customer satisfaction score by delivering proactive and responsive support.• Implemented monitoring with Splunk and Grafana, decreasing critical incidents by 30% and enabling proactive issue management.• Developed a training program for new hires, halving onboarding time and enhancing team readiness.• Led a network upgrade, increasing performance by 25% and ensuring stable, secure connectivity.

• Increased first-time fix rate from 70% to 90% by implementing efficient troubleshooting processes and tools.• Built a comprehensive technical documentation library, reducing average resolution time by 20%.• Collaborated with the development team to resolve critical bugs, enhancing system stability by 30%.• Designed and conducted end-user training sessions, boosting customer satisfaction scores by 40%.• Streamlined ticketing workflow in JIRA, reducing ticket backlog by 25% and improving response times for high-priority issues.• Led a preventative maintenance initiative, which reduced recurring technical issues by 15% and improved system uptime.s by 40%.

• Enhanced customer satisfaction by implementing streamlined service workflows, reducing response times by 20% and improving overall service quality.• Led a customer feedback program that identified pain points and informed targeted improvements, increasing customer satisfaction scores by 30%.• Established a risk management framework to ensure compliance with customer service policies, reducing incidents of non-compliance and enhancing trust.• Organized cross-functional workshops to foster collaboration between customer service and technical teams, improving issue resolution efficiency.• Developed and conducted training sessions for customer support staff, ensuring consistent service standards and fostering a customer-focused culture.• Introduced performance metrics and reporting systems to monitor support team productivity, resulting in a 15% increase in team efficiency.us learning.