Open to opportunities

Lega Oniani

@legaoniani

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Customer-focused technical support specialist with finance systems expertise.

United States

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What I'm looking for

I seek a mid-to-senior role where I can solve technical product issues, improve processes, train users, and collaborate with product/engineering to drive customer success.

I am a technical support and finance systems specialist with hands-on experience across SaaS finance and payments platforms, utility billing, payroll, and security products. I combine technical troubleshooting with customer advocacy to resolve complex product issues and improve user outcomes.

Across roles at Springbrook, Bottomline, and Frontpoint, I became an SME on finance workflows (AP, AR, GL, bank reconciliation), integrations (API/SFTP), and a range of devices and security hardware, while regularly using Salesforce, Jira, Zendesk and Azure for ticketing and collaboration.

I train customers and internal teams, produce custom reports for audits and year-end, contribute to SOPs, and partner with engineering on escalations and product enhancements — always prioritizing timely resolution and measurable improvements in customer experience.

Experience

Work history, roles, and key accomplishments

Finance Support Analyst

Springbrook Holding Company, LLC

Jul 2024 - Sep 2025 (1 year 2 months)

Responded to customer finance inquiries and resolved product issues using Salesforce, Jira, and Azure; became SME across AP, AR, bank reconciliation, payroll, utility billing and generated custom year-end audit reports. Coordinated engineering escalations, documented knowledge base articles, and trained customers and internal teams to improve issue resolution and feature adoption.

Customer Support Salesforce Jira Azure Accounts Payable Accounts Receivable Reporting Escalation Management Knowledge Base

AP Support Analyst

Bottomline Technologies, Inc.

Sep 2023 - Jul 2024 (10 months)

Owned customer experience and AP lifecycle tasks including invoice/PO processing, SFTP and API payment integrations, and onboarding; diagnosed integration errors and provided RCAs while maintaining client relationships and delivering training. Utilized Salesforce, Zendesk, Jira, and Teams to triage issues and track trends for the Real Estate industry.

Accounts Payable API Integration Salesforce Zendesk Jira Client Onboarding RCA Tracking Payments

Tier 2 Product Support Specialist

Frontpoint Security

Oct 2016 - Apr 2022 (5 years 6 months)

Performed advanced troubleshooting of security hardware and networks, managed escalations and retention efforts, developed SOPs, and trained new specialists; documented trends and collaborated with product and management teams to improve customer experience. Handled incident, problem, change, and research tickets to resolve complex issues.

Troubleshooting Escalation Management SOP Development Training Customer Retention Documentation