Experience

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  Dxc technology

  May 2019 - May 2020

  Technical support specialist

  | Led a team of skilled support engineers at DXC Technology, ensuring timely and effective resolution of client technical issues, resulting in increased customer satisfaction and retention.Implemented process improvements that optimized support workflows, reducing response times by 20% and enhancing overall team productivity.Developed and delivered tailored training programs for support staff, enhancing their technical skills and improving the quality of customer interactions. |

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  Amazon

  Jun 2020 - Dec 2021

  It support specialist

  | Developed and implemented IT service protocols, resulting in a 30% reduction in response times and a significant increase in issue resolution rates.Led a team of skilled IT support specialists at Amazon, orchestrating seamless support operations for diverse business units, resulting in heightened customer satisfaction and streamlined processes.Initiated and managed innovative IT projects, enhancing system security, optimizing network performance, and ensuring the uninterrupted flow of critical business operations. | Show less

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  Equifax

  Jan 2022 - Dec 2022

  End user support specialist

  | Developed and delivered comprehensive end-user training programs, empowering users to resolve common issues independently and contributing to a more self-reliant and tech-savvy workforce.Led a team of skilled end user support specialists at Equifax, orchestrating seamless support operations and significantly enhancing end-user satisfaction rates.Implemented innovative IT solutions and user-friendly tools, resulting in a 25% reduction in support ticket resolution times and a notable increase in overall team efficiency. | Show less

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  Ibm

  Jan 2023 - now

  Storage escalation manager

  | Led a team of skilled storage specialists at IBM, managing escalated cases and consistently achieving high client satisfaction ratings.Collaborated with cross-functional teams to design and deploy a groundbreaking storage solution for a key client, resulting in a multimillion-dollar contract renewal and strengthening IBM’s position as a trusted storage solutions provider.Implemented innovative solutions, improving storage system performance and reliability, resulting in a 30% reduction in recurring issues and enhancing overall client experience.Developed and delivered training programs for support staff, enhancing their technical skills and ensuring a consistent and high-quality support service for clients. | Show less