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Gladness Mtui

@gladnessmtui

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Experienced IT support and project coordinator specializing in SaaS, cloud services, and user enablement.

Poland

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What I'm looking for

I am seeking a mid-level role focused on SaaS/cloud support or project coordination where I can improve user experience, implement automation, and grow technical cloud skills.

I am an experienced Project Coordinator and IT & Customer Support Specialist with over 4 years supporting SaaS platforms, cloud services, CRM ticketing systems, and Microsoft 365 tools. I focus on troubleshooting, SLA-driven incident resolution, and improving user experience during technology rollouts.

I have delivered measurable results by designing Power Automate workflows, maintaining data accuracy in large-scale datasets, and producing performance reports to guide stakeholder decisions. I routinely coordinate cross-region communications and manage escalations using Zendesk, Jira, Freshdesk, Helpshift, Salesforce Automation, Teams, and Outlook.

I value clear communication, efficient processes, and practical automation to reduce repeat incidents and improve first-contact resolution. I pursue continuous learning in cloud fundamentals (Azure AZ-900 and Google Cloud) to strengthen my technical foundation and drive smoother deployments.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

FlairsTech

Nov 2021 - Jul 2025 (3 years 8 months)

Troubleshot software and application issues via Zendesk, raised and tracked cloud tickets to meet SLOs, and designed Power Automate workflows to improve internal processes and communication outreach.

Zendesk Power Automate Microsoft Teams Outlook)SLA Management Troubleshooting

Data Entry Specialist

Keyence

Aug 2024 - Feb 2025 (6 months)

Managed large-scale customer and product data in Excel and Salesforce Automation, coordinated global stakeholder updates, and produced weekly performance reports to ensure SLA and accuracy compliance.

Excel Salesforce Automation Freshdesk Teams Data Management Reporting SLA

Customer Outreach Representative

Shepard Holdings, LLC

Jun 2024 - Jun 2024 (0 months)

Handled payment processing and secure transactions, managed outbound calls via RingCentral, closed bookings on Launch27 CRM, and optimized workflows with macros while documenting client feedback.

Payment Processing RingCentral Launch27 CRM Scheduling Client Communication Workflow Optimization Documentation Launch 27 CRM

Player Support Agent

Testronic

Nov 2020 - Apr 2024 (3 years 5 months)

Resolved player issues including crashes and connectivity, documented reproduction steps for dev/test teams, tracked configurations in Jira, and improved first-contact resolution with macros and FAQs.

Helpshift Zendesk Jira Confluence Troubleshooting Slack

Project Coordinator

Sapient Social & Environmental Enterprises

Jul 2020 - Oct 2020 (3 months)

Coordinated team schedules and logistics for packaging and delivery, collected sales and operational metrics to drive process improvements, and recruited and trained interns via LinkedIn.

Project Coordination Logistics Excel Data Collection Recruitment Training Process Improvement

Customer Service Professional

Sitel Group

Apr 2020 - Apr 2020 (0 months)

Processed customer data and logistics on CRM, handled live chats with strict SLAs, and managed secure payment processing while collaborating with US/Canada clients and delivery teams.

CRM Live Chat Support Payment Processing SLA Collaboration Logistics

Customer Service Specialist

Cineworld Cinemas

Feb 2019 - Mar 2020 (1 year 1 month)

Coordinated secure payment processing, handled inbound/outbound calls and email follow-ups, troubleshot website issues, and ensured GDPR-compliant data handling and escalation procedures.