I am a dynamic and results-oriented Software Support Analyst with a proven track record in providing unparalleled customer support and issue resolution. I have a strong technical expertise and collaborative skills that I am eager to leverage to contribute to continuous improvement initiatives and enhance system durability. My commitment to delivering superior performance ensures client satisfaction.
Throughout my career, I have excelled in providing exceptional customer support and resolving complex technical issues. I have a deep understanding of software installation, configuration, testing, and deployment procedures. I am skilled in troubleshooting database, PC, and server issues, as well as bug fixing and promotion. I have a strong ability to perform root cause analysis and find durable resolutions for all open tickets. Additionally, I have experience managing third-party vendors and collaborating with internal support, project resources, and client teams to implement best practices and innovative solutions.
In my most recent role as a Software Support Technician at Cardinal Tracking, I assisted in developing procedures for software installation, configuration, testing, and deployment. I installed software applications on customer systems remotely or in person and documented processes and procedures related to software setup. I researched and explored durable resolutions for all open tickets and managed third-party vendors for troubleshooting activities. I collaborated with internal support, project resources, and client teams to implement best practices and innovative solutions.
Prior to that, as a Lead Technician at Mobile Kangaroo, I acted as the primary contact for computer hardware and software problems and network emergencies. I ensured compliance with industry standards while performing repairs on customer equipment and documented all repair processes accurately. I also coordinated with vendors to obtain special parts needed for specific repairs or upgrades.
In my previous role as a Software Support Technician at FedEx Office, I provided prompt assistance to customers through web chats and telephone. I used Salesforce and Citrix applications to research and track customer shipment and driver device issues. I collaborated closely with client teams to identify and fix bugs, as well as seek opportunities for continuous improvement. I tracked and thoroughly documented all customer issues in the ticketing system and orchestrated complex solutions with external and internal stakeholders.
