Technical Support Specialist
Building High-Volume Troubleshooting Capability
~98%First-Contact Resolution
5%Callback Reduction
15,000+Incidents Handled
I developed high-volume troubleshooting capability across Microsoft 365, networking, cloud backup, mobile and remote access, resolving thousands of customer incidents.
This period established the operational foundation everything since has been built on, direct, technical, high-volume, and closely measured against real customer outcomes, not internal activity.