Dedicated professional with extensive experience in technical support, workflow design, and knowledge management across diverse industries including IT and customer service. Skilled in coaching, documentation, and process optimization.
Provided technical support for enterprise applications including Windows, O365, Active Directory, and Azure.
Standardized and reviewed technical articles, designed workflows to improve quality and reduce redundancy.
Developed scalable workflows and templates to improve operational efficiency.
Coached teams on KCS adoption, documentation standards, and collaboration best practices.
Blackbaud Inc
Streamlined knowledge base by reviewing and standardizing technical articles, improving clarity and consistency., Designed AQI review templates and scalable workflows, reducing redundancy in quality checks., Partnered with AI collaborators, providing actionable feedback that elevated article...
Blackbaud Inc
Provided Tier 1–2 support for financial fundraising applications, balancing empathy with technical precision., Processed bug reports and collaborated with developers to accelerate resolution time., Consistently exceeded performance metrics for customer satisfaction and issue resolution.
SMASH
Resolved account access, billing, and gate entry issues for Extra Space Storage clients across the U.S., Guided customers through move-in/move-out processes, ensuring smooth transitions., Maintained accurate service records, reducing repeat inquiries.
Novacomp-Amherst
Agile/Scrum Training
Microsoft Office & Windows Suite Training
English as a Second Language Diploma
High School Diploma
Provided bilingual technical support, interpretation services, and customer interactions.
Resolved incidents involving Active Directory, Yardi, O365, and Windows., Managed access requests in compliance with security policies.
TekExperts
Delivered infrastructure support for Azure Virtual Machines., Collaborated with engineering teams to resolve escalated cases, improving resolution times.
LanguageLine Solutions
Facilitated bilingual interpretation for emergency and healthcare calls with confidentiality and accuracy.
McKinsey & Co
Drove global KCS adoption, coaching cross-functional teams on documentation quality and usage.
McKinsey & Co
Provided Tier 1 IT support, ensuring consistent client experience across a global user base.
BA Continuum
Designed monitoring profiles to improve compliance with corporate IT standards.
Hewlett-Packard
Delivered phone-based support for enterprise storage devices and software.