Lacey LeNoir

Achieve

• Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
• Played a key role in streamlining software deployment processes, reducing errors during implementation phases while saving both time and resources for the company.
• Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Maintained a CSAT score of 93% with a department average of 85%
• Contributed to the development of organizational policies related to Incident Management, ensuring alignment with industry best practices.
• Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Used ticketing systems to manage and process support actions and requests.

• Implemented a streamlined ticket escalation process, resulting in faster resolution times for high-priority issues.
• Analyzed user feedback data to identify trends and recommend improvements to product offerings or support services accordingly.
• Streamlined the web support process for quicker response times and improved user experience.
• Provided expert guidance on website navigation and usage, increasing end-user confidence and satisfaction levels.