Summary
Overview
Work History
Education
Skills
Timeline
Generic
ANNETTE SILVA

ANNETTE SILVA

Denver,CO

Summary

Experienced Customer Support Technician with 12 years in technical writing, 5 years in technical support, and 8 years in call center support. Skilled in research, troubleshooting, policy documentation, and customer service with a focus on data accuracy. Strong problem-solver adept at improving efficiency and navigating multiple systems in fast-paced environments while adapting to evolving industry demands.

Overview

24
24
years of professional experience

Work History

Real-Time Technical Support Technician

Vitac
Greenwood Village, CO
01.2020 - Current
  • Research and troubleshoot technical and customer support issues via chat and phone, ensuring prompt responses and follow-ups.
  • Multi-task over 15 different systems to efficiently research and quickly find solutions.
  • Submit accurate and comprehensive tickets to ensure the prompt resolution of service-impacting issues.
  • Conduct UAT testing to improve workflow efficiency and system functionality.
  • Maintain data accuracy across multiple applications, ensuring compliance and consistency.

Assistant Donor Care Supervisor

Vitalant (formerly Bonfils Blood Center)
Denver, CO
12.2018 - 10.2019
  • Supervised donor care operations, ensuring adherence to policies and procedures.
  • Trained and mentored new employees, enhancing onboarding, team performance, and efficiency.
  • Managed escalations, resolving discrepancies, and maintaining accurate and confidential records.
  • Delivered high-quality customer service.
  • Maintained accurate records in compliance with Standard Operating Procedures.

Donor Care Technician III and I

Bonfils Blood Center
Denver, CO
06.2017 - 12.2018
  • Conducted donor screenings for eligibility, performed phlebotomy procedures, and ensured proper handling of blood products.
  • Directed work assignments, and completed daily reports.
  • Maintained compliance with regulatory guidelines while processing donor information.
  • Collaborated with team members to meet daily production goals, and provide support as needed.

Technical Writer II/Process Specialist II

Sprint Communications
Lone Tree, CO
03.2005 - 01.2016
  • Researched, created, and maintained over 1,000 procedural documents annually, improving operational efficiency.
  • Developed SOPs with visuals, process flows, and training materials to support policy adherence for technical and non-technical users.
  • Attended and led daily, weekly, and ad hoc meetings, tracking and reporting project timelines, and addressing potential issues.
  • Planned and facilitated training, and executed a post-training feedback loop to identify successes and improve challenges.
  • Collaborated cross-functionally to identify and resolve procedural gaps, enhancing process compliance and alignment with rapidly changing, and evolving business needs.

Workflow Coordinator/Team Lead

Nextel Communications/Sprint Communications
Lone Tree, CO
07.2001 - 03.2005
  • Served as a point of contact for call center support, acting as a liaison between departments.
  • Handled high-volume escalations, ensuring accurate data resolution while prioritizing customer retention and delivering a positive experience.
  • Scheduled and facilitated meetings, led new hire orientations, and served as interim supervisor.
  • Trained and mentored staff, monitored service levels, and optimized workflow coordination.

Education

Associate of Science -

Community College of Aurora
Aurora
2016

Continued Education and Training:

Skills

  • Research & Resolution
  • Data Accuracy & Compliance
  • Customer Service & Communication
  • Technical Writing & Documentation
  • Troubleshooting & Root Cause Analysis
  • Microsoft Office 365, Salesforce, LogMeIn, ManageEngine
  • Remote Work & Multi-System Navigation
  • Basic HTML, SQL, & Active Directory

Timeline

Real-Time Technical Support Technician

Vitac
01.2020 - Current

Assistant Donor Care Supervisor

Vitalant (formerly Bonfils Blood Center)
12.2018 - 10.2019

Donor Care Technician III and I

Bonfils Blood Center
06.2017 - 12.2018

Technical Writer II/Process Specialist II

Sprint Communications
03.2005 - 01.2016

Workflow Coordinator/Team Lead

Nextel Communications/Sprint Communications
07.2001 - 03.2005

Associate of Science -

Community College of Aurora

Continued Education and Training:

Similar Profiles

CREATE PROFILE
ANNETTE SILVA