07/2025 - 02/2026
Technical Support Analyst
ESO
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...
01/2021 - 06/2025
Technical Support Specialist
Schoolmint
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.,...
01/2019 - 01/2021
Resolution Supervisor
Valor Global Technologies SA
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...