andrew kersis
@andrewkersis
Technical Support and Help Desk Technician focused on SaaS troubleshooting, SQL analysis, and customer success.
LatviaWhat I'm looking for
I’m a customer-focused Technical Support professional with 2+ years of experience in SaaS and IT environments, serving as a primary point of contact for customers and ensuring successful product usage and issue resolution. In my Help Desk Technician role, I supported customers through workflows and configurations, delivered both pre-sales and post-sales support, and managed accurate tracking in Jira (CRM/ticketing system).
I bring a strong foundation in networking concepts (Cisco CCST certified) and hands-on experience working with SQL databases, using SQL to query data, investigate issues, validate data integrity, and support backend problem resolution. I’m proactive and results-driven—communicating technical information clearly to technical and non-technical stakeholders, collaborating with engineering teams to escalate and resolve problems, and contributing to process improvements and workflow optimization.
Experience
Work history, roles, and key accomplishments
Help Desk Technician
Ofomerk OÜ
Sep 2022 - Jul 2024 (1 year 10 months)
Served as a primary technical point of contact, supporting customers across SaaS workflows and configurations while troubleshooting issues. Used SQL to investigate and validate data integrity, managed Jira ticket records, and escalated to engineering to diagnose and resolve technical problems.
Customer Service Analyst
Specsavers
Mar 2022 - May 2022 (2 months)
Provided front-line customer support, handling high-volume inquiries and delivering clear, accurate solutions. Maintained documentation and collaborated with teams to resolve issues and improve customer experience.
Education
Degrees, certifications, and relevant coursework
University of Portsmouth
Associate degree, Cyber Security & Forensic Computing
2020 - 2022
Earned an associate degree with a minor in Cyber Security & Forensic Computing from October 2020 to July 2022.
Chichester College
Double Distinction (DD), Computer Science
2018 - 2020
Completed a Computer Science minor at Chichester College, earning a Double Distinction (DD).
Tech stack
Software and tools used professionally
Availability
Location
LatviaAuthorized to work in
Job categories
Skills
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