leo megaa
@leomegaa1
Customer support and technical support specialist with 5+ years experience.
United StatesWhat I'm looking for
I am a dedicated Technical Support Professional with over 5 years of experience in customer support and technical assistance for SaaS products. My journey has equipped me with the skills to manage client onboarding, provide technical support, and facilitate cross-functional communication across globally distributed teams. I pride myself on delivering structured, people-centered service at scale, ensuring that customers feel empowered and supported throughout their experience.
Throughout my career, I have successfully designed and implemented onboarding processes that have significantly reduced training times and improved operational efficiency. My role at the City of New York's Mayor’s Office involved delivering technical support to a diverse user base, where I maintained high service standards even in high-pressure environments. I have a proven track record of creating internal documentation and knowledge bases that enhance collaboration and self-sufficiency among remote teams.
My experience spans various roles, including Customer Support Specialist and IT Systems Administrator, where I have honed my skills in empathetic problem-solving, active listening, and effective communication. I am passionate about leveraging technology to improve user experiences and am always looking for opportunities to contribute to team success.
Experience
Work history, roles, and key accomplishments
Customer Support & IT Coordinator
City of New York, Mayor’s Office, Department of Technology +
Jan 2023 - Present (2 years 4 months)
Delivered technical and account support at the Bronx Family Justice Center, ensuring smooth user onboarding and troubleshooting. Managed ticket queues, organized workflow, and supported remote collaboration across multiple departments while providing empathetic face-to-face and remote support to a diverse user base.
Founding Customer Support Specialist
Snack POS
Aug 2023 - Dec 2023 (4 months)
Designed and implemented IT onboarding processes, successfully reducing new staff onboarding time by 50%. Configured secure systems including Google Workspace, Jamf, and Meraki to enhance operational efficiency for a rapidly scaling SaaS company. Created comprehensive internal documentation to facilitate knowledge sharing and strengthen self-sufficiency across remote teams.
IT Systems Administrator
Level IT
Feb 2020 - Apr 2023 (3 years 2 months)
Spearheaded onboarding infrastructure upgrades for over 300 employees, achieving compliance and significantly improving user experience. Built a scalable internal knowledge base, which reduced onboarding time by 50% and improved ticket response times. Collaborated with vendors and internal departments to implement technical solutions that enhanced overall team productivity.
Technical Support Specialist
Aircall
Oct 2017 - Jan 2019 (1 year 3 months)
Supported over 150 global clients weekly, effectively troubleshooting VoIP and API integration issues within a high-volume SaaS environment. Authored detailed technical documentation that led to a 15% reduction in ticket escalations. Conducted thorough QA testing to identify and resolve bugs pre-deployment, significantly enhancing product stability and user satisfaction.
Technical Support Analyst
LightSail Education
Aug 2016 - Aug 2017 (1 year)
Delivered technical training and onboarding support for educators utilizing SaaS literacy tools, which increased product adoption rates by 20%. Developed SQL-based reports to inform strategic operational improvements. Ensured device compliance and security using Apple Configurator and Meraki MDM.
Technology Implementation Specialist
Amplify Education
Jun 2014 - May 2016 (1 year 11 months)
Supported the successful deployment of educational SaaS solutions for over 39,000 students, managing both hardware and software onboarding processes. Increased digital engagement among educators by 30% through customized training and support initiatives. Launched peer-led technology programs to build internal IT advocacy within schools.
Education
Degrees, certifications, and relevant coursework
Unknown University
Master of Arts, English
Completed a Master of Arts degree with a focus on English. This advanced study provided a strong foundation in analytical thinking, research, and communication skills.
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring leo?
You can contact leo and 90k+ other talented remote workers on Himalayas.
Message leoFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
