I am a results-driven Senior Application Support Engineer with over 5 years of experience in enterprise application support, troubleshooting, and automation, particularly within the Life Sciences, SaaS, and HealthTech industries. My expertise lies in providing Level 2 and Level 3 technical support for regulatory-compliant applications, ensuring efficient issue resolution and system reliability.
At ACTO Technologies Inc., I played a pivotal role in maintaining 99.9% uptime for clinical and commercial pharma clients by developing automated SQL and Python scripts that enhanced system performance and generated real-time compliance reports, reducing manual effort by 40%. My efforts in designing a feature utilization dashboard using Tableau and SQL led to a 20% increase in revenue through data-driven upsell strategies. Additionally, I have a proven track record of mentoring junior support engineers, which improved team proficiency and reduced issue resolution time by 30%.
Throughout my career, I have consistently analyzed customer usage patterns and collaborated closely with engineering teams to drive enhancements that resulted in a 25% increase in customer satisfaction and a 20% reduction in churn. I am passionate about leveraging my skills in automation and data analytics to contribute to innovative solutions in the tech industry.
Uganda
