■ A phenom at fostering the collaboration that ensured over 1M accounts worth $9.6B in annual revenue were expertly maintained.
■ Operates from the culture that no company can grow without pristine service focus.
■ Personally handled over 145,600 customers in previous role alone.
■ Empowered and/or trained international teams in Asia, India, Philippines, and Brazil.
■ Through dynamic communication skills and dedication to superior performance, maintained a 100% internal customer satisfaction rating for seven years.
■ Authored tech reference guides to streamline troubleshooting protocols.
■ Designed a staff training manual containing protocol checklists to expediently get systems back online, virtually eliminating company lost labor costs of $1.2M and over $50M in reduced client downtime.
■ Tenaciously dedicated to discovering the root of any issue, continually upheld a 96% trouble shooting average vs. 92% industry standard.
■ Established system-monitoring practices avoiding $1B of potential lost revenue.
■ Expertly maintained over 99% resolution of Tier 1 tech support tickets year after year.
■ Oversaw 94% of overall system infrastructure, including 2700 network devices, 2000 servers, and 500 mission/business critical applications.
■ Monitored, analyzed, fixed, and or/escalated all hardware or software issues.
■ Identified and resolved an average of 800 preventative fixes per month, 33% more than industry average.
■ Provided day-to-day infrastructure surveillance for systems and applications for internal networking.
■ Ensured virtually seamless billing cycles with an average of $774M-$810M in monthly revenue.
■ Extraordinarily effective in high volume situations, averaging over 52M transactions annually with a 99.9% job success rate.