Skilled in Agile project management with a track record of leading successful software development initiatives.
Managed multiple software projects, overseeing timelines, budgets, and deliverables.
Applied Scrum and Kanban practices to improve team workflows and project efficiency.
Facilitated communication between clients and development teams to ensure requirements were met.
Led and motivated diverse teams to achieve project objectives and foster collaboration.
Learning Genie
Delivered technical support and onboarding for SaaS-based education platform, supporting 150+ end-users via help desk ticketing system, achieving a 93% CSAT score., Troubleshooting platform bugs, technical issues, and user errors, reducing support ticket volume by 20% through proactive issue resolution and user training., Created knowledge base articles and user guides, increasing first-call resolution (FCR) rate by 25% and accelerating onboarding process., Managed user accounts, permissions, and access via cloud identity management systems (Azure AD).
Team by the Minute
Managed tier 1 and tier 2 IT support for regional offices, supporting 50+ users using help desk ticketing tools such as Zendesk and Freshservice., Led onboarding and account provisioning for new hires, reducing onboarding time from 15 days to 7 days while ensuring compliance with security policies., Supported cloud environments (Azure Active Directory), achieving 99.9% system uptime and prompt resolution of access issues., Implemented support processes and KPIs that increased ticket closure rate by 18% and improved SLA adherence.
Outsourcing International Services (TVision Insights)
Provided technical support for survey panels and hardware, resolving 85% of issues within SLA, contributing to a 15% increase in customer retention., Managed inventory and equipment recovery, reducing downtime for clients by 30%., Developed and documented standard operating procedures (SOPs) and help guides to streamline troubleshooting workflows, decreasing recurring incidents by 25%.
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