Michelle Lopez Chin

• Storage Solutions: SAN/NAS Solutions, Isilon/PowerScale, and other Networked Attached Storage (NAS) platforms.

• Server & Networking: Modular Server-Storage Solutions, Microsoft Server OS (Active Directory), TCP/IP Networking, CCNA.

• Operating Systems: Linux (Red Hat, Ubuntu, CentOS).

• Specialization: Expert-level troubleshooting and resolution of Isilon/PowerScale-related issues and high-performing NAS configurations.

•Collaborated with cross-functional teams to efficiently resolve complex technical issues, ensuring minimal downtime for customers.

• Provided actionable feedback to Engineering teams, contributing to product quality enhancements and improved system reliability.

• Prioritized and managed tasks while negotiating expectations and timelines with customers, meeting or exceeding service level agreements (SLAs).

• Ensured timely, respectful, and effective communication with customers, enhancing overall satisfaction and retention rates.

• Drove operational excellence by managing quality issue closures, implementing best practices, and properly escalating critical incidents.

• Assessed incidents and service requests via email, tickets, phone, remote support, and chat.

• Resolved basic technical issues and escalated complex problems (Sev1/2) to Systems Availability Manager or BRC.

• Provided remote support to diagnose root causes and implement fixes for end-user computing devices.

• Escalated tickets to L2/L3 support as needed, ensuring timely issue resolution.

• Maintained knowledge base by documenting common issues and solutions.

• Used helpdesk software to log incidents, track progress, and document resolutions.

• Provided technical support for software, hardware, POS systems, and retail devices globally.

• Gained hands-on experience with Active Directory, Bomgar, VNC, Remote Desktop, servers, iOS, iMac/Windows, Microsoft Office, and wireless printers.

• Used ServiceNow for ticket management, root cause analysis, follow-ups, and SLA adherence.

• Supported team collaboration tools like Slack and Microsoft Teams.

• Resolved issues with retail registers and devices, ensuring minimal downtime.

• Assisted coworkers by sharing procedural knowledge and solutions.

• Effectively multitasked and worked under pressure in fast-paced environments.

• Handled escalated consumer calls, providing high-level customer service and resolving issues efficiently.

• Demonstrated strong empathy and problem-solving skills to manage frustrated consumers and ensure positive outcomes.

• Managed a high volume of tickets daily, ensuring timely and effective resolutions within deadlines.

• Held regular meetings with clients to address recurring issues, escalations, and process improvements.

• Provided product and software expertise, supporting agents in Costa Rica and Puerto Rico.

• Explained procedures and answered agent questions, offering backup when floor support was unavailable.

• Collaborated with clients to identify and implement solutions for recurring account challenges.