Faustino Malena

Managed 150+ member accounts monthly in Salesforce with 100% data accuracy for certification compliance audits.

Achieved a 95% first-contact resolution (FCR) rate by resolving complex certification issues via phone, email, and support tickets.

Increased member satisfaction scores by 25% by developing a knowledge base that reduced repetitive support tickets by 30%.

Provided Tier 1/2 support for the Follett Destiny and system to 200+ K-12 schools, maintaining a 99% system uptime SLA for assigned portfolio.

Reduced recurring technical tickets by 20% through the creation and deployment of visual troubleshooting guides and video tutorials.

Resolved 100% of critical software and database errors within the required 2-hour service window using remote desktop tools.

Provided zero-downtime support for trading floor systems, directly contributing to a 100% continuity record for mission-critical applications during tenure.

Resolved 100+ end-user incidents per month involving Active Directory, VPN, and software configurations in a high-pressure environment.

Utilized ServiceNow to document root-cause analysis, improving team resolution time for similar incidents by 15%.