Fadwa User

I’m a bilingual (English/French) Technical Support Specialist with 3+ years of remote experience supporting SaaS platforms and live digital events for global audiences. I’m at my best troubleshooting and resolving issues end-to-end—from first contact through resolution—while keeping SLA compliance and customer satisfaction front and center.

In my most recent role as an IT Virtual Event Technical Producer at CJT Consulting (Remote), I delivered technical support via real-time chat, email, and phone across 50+ global virtual events on Zoom, Teams, and WebEx. I supported 500+ concurrent participants by resolving platform connectivity, audio/video, access, and workflow issues, documenting every step in CRM systems, and building a reusable knowledge base that reduced recurring incidents.

I also partner cross-functionally by surfacing recurring bugs and platform trends to Product and Engineering, and by staying current on platform updates and feature releases so I can explain changes clearly to users with varying technical comfort levels. I’m comfortable in remote-first, fast-paced environments where priorities shift and accurate ticket management matters.

Earlier, I worked as a Web Application Developer (DEVURBUS, Contract) handling client-facing bugs and deployment issues, and I managed relational databases (MySQL, MS SQL Server) with Git-based agile collaboration. I also completed an internship as a Networks Administrator Intern at Tunisair Airlines, assisting with LAN/WAN configuration, VPN setup, and firewall troubleshooting, and I hold Google IT Support and Meta Full-Stack Web Development certifications.