Sandra

At tek-experts (tek-knowledge) my role required a strong mix of technical troubleshooting and clear communication to deliver consistent, high-quality support across Microsoft products and services.

● Diagnosed and resolved system issues (OS, Microsoft 365 apps) via phone, email, and chat, achieving over 85% first-contact resolution rate with an average of 15+ tickets closed daily.

● Escalated unresolved cases following standard procedures and collaborated with internal Microsoft teams to ensure timely resolutions.

● Maintained detailed documentation and reports for all support interactions, improving knowledge sharing and case tracking by 25%.

● Delivered consistent, high-quality customer service, contributing to a 95% customer satisfaction score for my Team through clear communication and technical expertise.

I specialize in transforming raw data into actionable insights by designing and deploying interactive dashboards and reports that support dynamic data exploration and informed decision-making.

● Translate business requirements into analytical SQL queries, improving accuracy of reporting by 20%.

● Designed and implemented ETL data pipelines to integrate data from databases, logs, and flat files, increasing data availability by 30%.

● Collaborated with data engineers to source, manipulate, and prepare data to build reports and dashboards, reducing turnaround time by 25%.

● Deployed dashboards and presented actionable insights to team leads, enhancing decision-making efficiency by 35%.