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.
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.
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...
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.,...
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...
Data Engineering
Executive English for Customer Service
CCNA
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Supported networking and operating systems, troubleshooting issues and maintaining system performance.
