Open to opportunities

catalina adela

@catalinaadela

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Application Support specialist delivering reliable L1/L2 SaaS, CMS, and CRM support with strong troubleshooting.

Romania

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What I'm looking for

I seek remote, customer-focused roles in application or SaaS support with opportunities to improve processes, mentor teams, and reduce repeat incidents.

I am an Application Support Specialist with 10+ years delivering L1/L2 technical support for SaaS, CMS, and CRM platforms, consistently resolving high ticket volumes with strong customer satisfaction. I have extensive hands-on experience with Zendesk, Jira, Salesforce, and ServiceNow and a proven record of onboarding 300+ global users and creating SOPs that reduced repeat incidents by 30%.

My technical background includes manual and regression testing, API troubleshooting, Datadog monitoring, SQL, and front-end/back-end web technologies (HTML, CSS, PHP, JavaScript, MySQL). I have supported complex import/export and batch job processes, ensured accurate billing, and maintained high execution success for multi-client environments.

I am multilingual (English C1, French B2), customer-focused, and available immediately for part-time remote work with the option to transition to full-time; I accept B2B engagements and prioritize clear documentation, process improvement, and fast, accurate incident resolution.

Experience

Work history, roles, and key accomplishments

Current

Application Specialist

Current

Confidential Company

May 2025 - Present (5 months)

Oversaw batch jobs for 16 clients, ensuring 100% successful execution and verified daily outputs; executed and troubleshooted 50+ jobs weekly to support import/export processes and accurate billing.

Batch Processing SaaS Support Troubleshooting SQL Monitoring SOPs QA

Application Support Specialist

Freelancer

Jan 2024 - May 2025 (1 year 4 months)

Provided remote L1/L2 support for 10+ SaaS/CMS apps, resolving 50+ daily tickets with 95% accuracy and conducting manual and regression testing that identified 150+ defects.

Zendesk Jira Manual Testing Regression Testing SaaS Support CMS

Technical Support Professional

Restaurant Brand International

May 2022 - Jan 2024 (1 year 8 months)

Delivered L1/L2 support to 300+ franchisees via Zendesk and Jira for CMS, POS, and API issues, maintaining a 95%+ CSAT and reducing response times by 25%.

Zendesk Jira CSAT Incident Management

Technical Support Agent

Computer Generated Solutions

Oct 2020 - Apr 2021 (6 months)

Resolved 100+ Windows/macOS technical issues weekly with first-contact resolution above 90% and consistently ranked in the top 10% of agents while supporting product sales.

MacOS Support First Contact Resolutions Ticketing Systems Troubleshooting Customer Service Sales Support

Assistant Manager

Barre Fitness Academy

Jun 2016 - Mar 2020 (3 years 9 months)

Coordinated daily operations for 10–20 clients per class, managed schedules and billing, and administered 100+ weekly POS transactions with 100% accuracy.

Operations Management Scheduling POS Billing Customer Service Team Coordination Cash Handling

PHP Developer

Pentalog Romania

Sep 2012 - Oct 2015 (3 years 1 month)

Built and maintained 20+ responsive websites using PHP and MySQL, led 10+ full-cycle projects delivering on time, and mentored junior developers to improve team efficiency by 20%.

PHP MySQL CMS Git Mentoring QA