Provided multi-tiertechnical support to end-users in healthcare and administrative industries, working closely with third-party clientsforsupport and escalations.

Handled account administration work for end-users, customer experience liaisons, and team members.

Managed the internal service desk's knowledge base system by editing, proofreading, creating, and managing SOPs, troubleshooting manuals, and metric reports.

Performed quality assurance work on existing and onboarding internal documentation on a knowledge base of over 300+ articles.

Attended client meetings and interviewed subject matter experts to discuss advanced programs/software and translate them to clear documentation for internal and vendor staff.

Performed quality assurance work by creating the company's document templates and ensuring staff compliance with my mandated style guides.

Supported internal technical staff by developing and teaching new service desk staff training material, providing onboarding training for 10+ staff members, and mentoring a small team of 20+ technicians with frequent procedure training meetings.

Collaborated with cross-functional teams as a subject matter expert, trainer, documentation project coordinator, and technical writer.

Boosted SOP compliance by 30% through rigorous QA and staff training initiatives.

Improved ticket resolution time by 25% and first contact resolution rate by 16% by improving the quality of internal documentation on client software and protocols.