Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Adrianne Doucette

Adrianne Doucette

ROCHESTER,NY

Summary

Results-oriented Support Manager offering 10 years experience in field. Self-aware, knowledge-driven IT, people leader with a natural curiosity for investigating and solving technical problems while demonstrating strong critical thinking and analytical problem-solving and quantitative skills. Self starter and life long learner, certified in ITIL. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. Even stronger people management, personnel growth and relationship building abilities. Ability to break down and communicate technically complex technical situations and impacts for both non-technical and executive audiences. Experienced rallying people resources cross-departmentally toward a common goal or initiative. Strong conceptual understanding of telephony transport and VoIP transport

Overview

11
11
years of professional experience
1
1
Certificate

Work History

Elevated Support Supervisor

Datto Inc
Rochester, New York
08.2019 - Current
  • Distribute and balance workload among employees, making certain of timely accomplishment of work and adherence to SLAs
  • Monitors status and progress of work and making day to day adjustments observing established priorities and current escalations
  • Performs human resource duties including workload analysis/projections, competency reviews, interview processes, and orientations
  • Personally involved to support the L2 team in escalation situations by facilitating cross-departmental collaboration to meet partners' needs as necessary
  • Experience providing constructive feedback, development and coaching for team members
  • The ability to take initiative in making difficult decisions without management oversight
  • Ability to influence a team toward meeting departmental goals, motivating others to grow and be better, and elevating the team.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Tracked and documented metrics, and evaluated trends. Uncovering deficiencies in coverage and developing improvements.

Senior Technical Support Expert

Datto Inc.
ROCHESTER, New York
09.2017 - 08.2019
  • Proven track record of excellent customer service and escalation management
  • Answers system questions and provided workflow and implementation best practices when necessary
  • Developed strong technical and business expertise in all Datto products along with a strong understanding of Datto customer requirements and processes
  • Created articles for customer-facing knowledge base when related information is not present
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Technical Support Expert

Datto Inc.
ROCHESTER, New York
10.2016 - 09.2017
  • Answered incoming support inquiries via various channels (Chat, phone, email, etc.)
  • Resolved various technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Performed incident triage and first resolution
  • Experience supporting Windows and Linux operating systems, as well as troubleshooting hardware and networking connectivity problems
  • Maintained ticket backlog per Datto service level agreement and ownership of incidents until resolved or escalated for further research
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Enterprise Repair Triage Technician for Data

Windstream Telecommunications
Victor , New York
09.2014 - 09.2016
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.

Internet Premium Support Technician

Frontier Communications
Rochester, New York
05.2011 - 05.2014
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate DSL and Broadband Internet equipment, as well as applications for antivirus and backup protections.

Education

GED -

Greece Olympia High School
Greece, NY
05.2004

Skills

  • Team Support & Management
  • Staff Training & Workflow Optimization
  • Report Preparation and Analysis
  • Technical Proficiency & Continuous Self Education
  • Inspirational Leadership & Cultural Awareness
  • Strategic Planning
  • Issue and Conflict Resolution
  • Managing Employee & Stakeholder Relations
  • Managing Career Progression
  • Continuous Improvement & Procedural Streamlining
  • Policy Development and Enforcement

Certification

ITIL v4 Foundation - Dec 2021

Timeline

Elevated Support Supervisor

Datto Inc
08.2019 - Current

Senior Technical Support Expert

Datto Inc.
09.2017 - 08.2019

Technical Support Expert

Datto Inc.
10.2016 - 09.2017

Enterprise Repair Triage Technician for Data

Windstream Telecommunications
09.2014 - 09.2016

Internet Premium Support Technician

Frontier Communications
05.2011 - 05.2014

GED -

Greece Olympia High School

Similar Profiles

CREATE PROFILE
Adrianne Doucette