I am Michael Dahlby, a seasoned Technical Support Engineer with over a decade of experience navigating the complex waters of business software. Located in the tech-savvy city of San Diego, my journey has taken me through the intricacies of legal and compliance issues, particularly in the realms of contract management, Property Tax, and Business licensing software. My expertise lies not only in my technical prowess but also in the empathy and understanding I bring to each customer interaction.In the business software industry, I have honed my skills to a fine edge, specializing in technical troubleshooting and customer satisfaction. I am known among my peers and customers for my exceptional ability to foster cross-functional collaboration, driving both product and process improvements with a keen eye for detail and a deep understanding of technical environments.🌟 Notable Achievements:I am proud to have consistently maintained CSAT ratings over 98%, a testament to my commitment to customer service excellence.As a thought leader in OCR Document/Capture software, I've authored over 100 Knowledge Base articles, significantly reducing ticket volumes and empowering customers with self-service resources.My leadership in transforming Product Team meetings revolutionized productivity, leading to a 50% increase in customer satisfaction and software reliability.💡 Core Skills:Expert in customer support and satisfaction, technical troubleshooting, and ensuring adherence to Service Level Agreements.Adept in utilizing Google Workspace, Microsoft Office, MySQL, SQL Server, SaaS platforms, IIS, SSO, Windows, NetSuite, Zendesk, Java, ServiceNow, and software installations.Proficient in reading basic Java/JavaScript and SQL scripting, with substantial experience in managing both hosted and self-hosted client software installations.🔍 Looking Ahead:As I venture forward, my aim is to bring my comprehensive technical support and customer service skills to an innovative team where collaboration and customer success are at the forefront. I am not just looking for a job; I am looking for a community of like-minded professionals who are committed to making a difference, one support ticket at a time.Let’s connect and explore how my background, skills, and enthusiasms can align with the success of your team.
