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Technical Support Analyst with 5+ years in IT and customer service
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Competencies
Applied structured debugging and root cause analysis to identify issues across multiple IT environments.
Developed dashboards and analyzed incident data to identify trends and improve operational processes.
Provided technical assistance to customers, resolving software incidents efficiently and maintaining high satisfaction.
Led and trained support teams, managed escalations, and improved response workflows.
Supported networking and operating systems, troubleshooting issues and maintaining system performance.
Education
Summary
Dedicated technical support professional with over 5 years in IT, specializing in troubleshooting, data analysis, and team management across software and client services. Proven ability to resolve complex issues and develop tools to enhance operational efficiency.
Key Achievements
- Resolved complex software incidents at ESO, maintaining SLA compliance and customer satisfaction.
- Designed and developed data dashboards tailored to customer needs to support decision-making.
- Led a team at Valor Global Technologies, managing escalated incidents and onboarding new hires.
Experience
Technical Support Analyst
Resolved complex software incidents while maintaining SLA compliance and customer satisfaction., Investigate issues using structured debugging and root cause analysis to identify fixes, workarounds, and escalations when needed., Collaborate with internal teams to track recurring problems and...
Technical Support Specialist
Provided technical support for software applications, resolving incidents efficiently while maintaining high customer satisfaction., Performed root cause analysis across mixed environments (application behavior, configuration, connectivity) and implemented effective fixes or workarounds.,...
Resolution Supervisor
Led a team of agents handling complex customer cases, ensuring quality standards and SLA adherence., Analyzed incident trends and recommended process improvements to reduce escalations and improve response times., Managed escalated customer incidents ensuring timely resolution., Led onboarding and...