Misty Rose Cruz

As a Helpdesk Technician, I provided proactive technical support to SVP-Level executives, ensuring 95% uptime on corporate networks & devices. I was able to quickly respond to customer inquiries and concerns, resolving technical issues in under 13 minutes and spearheaded customer service initiatives, supporting over 20+ clients daily, exceeding key performance metrics. By executing restorative & maintenance actions, I solved 5000+ customer issues, boosting customer satisfaction score by 15% and quickly resolved software/hardware-related downtime by 90%, providing real-time tech support on all devices.

Moreover, I completed optional training modules, ensuring accurate knowledge management across the team, and trained new Helpdesk Technicians in proper troubleshooting protocols within months of joining the team. Overall, I'm proud of my ability to provide excellent technical support and customer service, consistently meeting or exceeding performance metrics and leading initiatives that improve customer satisfaction.