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Customer Success AssociatePHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLE Macon, GADynamic Customer Success Associate with 5+ years of experience in delivering exceptional technical support and ensuring customer satisfaction. Adept at managing client relationships, troubleshooting technical issues, and enhancing customer experience. Proven ability to collaborate with cross-functional teams to drive customer success and operational efficiency.AREAS OF EXPERTISECustomer Relationships Management (CRM)Technical Support & TroubleshootingCustomer Onboarding & TrainingIT Infrastructure SupportStakeholder CommunicationData Integrity & SecurityProcess ImprovementProject ManagementUser Experience (UX)TECHNICAL SKILLSMicrosoft Office SuiteGoogle WorkspaceSlackCRMDynamicsZoomTeamViewerBomgarAWSProblem-SolvingCommunicationIT Service ManagementProject ManagementActive DirectorySQL DatabasePROFESSIONAL EXPERIENCESupport Desk Analyst 10/ 2021  05/2024DEXIS Dental Imaging Alpharetta, GAManaged and resolved customer support requests efficiently using Microsoft Dynamics CRM, improving case resolution times.Led the migration of Dexis software, ensuring data integrity and minimizing downtime, directly impacting customer satisfaction.Created and maintained knowledge base articles, contributing to quicker issue resolution and enhanced customer experience.Provided customer training on new installations of Dexis software, ensuring smooth transitions and high user satisfaction.Support Desk Analyst 10/ 2020  10/2021TEKsystems Alpharetta, GAResolved technical issues by applying systematic troubleshooting, adhering to best practices, and documenting solutions for future reference.Demonstrated excellent communication skills, effectively handling client inquiries and providing clear, actionable guidance.Support Desk Analyst 09/2019  06/2020Vertusystems, INC. Freemont, CADelivered dedicated support for Sage 50US accounting software, enhancing customer experience and operational efficiency.Utilized ServiceNow for efficient incident management, improving response times and customer satisfaction.Support Desk Analyst 11/2018  06=9/2019Pomeroy. Greenville, SCProvided IT technical support, ensuring software application performance met client expectations and contributed to customer retention.Managed user accounts and resolved network connectivity issues, securing client data and ensuring operational continuity.Resolved LAN connectivity issues, ensuring stable and reliable network access for all users.Security Forces Journeyman 01/2009  01/2024United States Air Force Warner Robins, GAEnhanced security protocols in collaboration with external agencies, strengthening overall threat response and safety measures.Delivered intelligence reports that contributed to crime prevention, enhancing community safety.ADDITIONAL EXPERIENCESystem Technician I 06/ 2024  07/2024Maximus McLean, VAProvided technical support for Medicare Advantage Prescription and Drug program, ensuring compliance and customer satisfaction.Assisted new users with remote identity verification, ensuring secure and accurate processing.CERTIFICATIONSHDI-SA 2018Greenville, SCEDUCATIONBachelor of Science, Network Communications ManagementDeVry University Decatur, GAAssociate of Applied Science, Network Systems AdministratorDeVry University Decatur, GA