Open to opportunities

Mary Ajadi

@maryajadi

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Technical Support Engineer delivering empathetic, proactive troubleshooting with 6+ years’ experience.

United States

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What I'm looking for

I’m looking to bring my advanced support expertise to a fast-paced team where I can own high-priority issues end-to-end, communicate clearly with non-technical users, and partner cross-functionally to improve SLA outcomes and documentation.

I’m a detail-oriented and empathetic technical support engineer with over 6 years of experience resolving technical issues, managing high-priority issues, and supporting cross-functional collaboration in fast-paced environments. In my current role, I deliver first tier and second tier support, resolve hardware, software, and account issues, and use remote tools and diagnostic utilities to troubleshoot customer environments.

I strengthen long-term outcomes by authoring internal and customer-facing knowledge-based articles, improving self-service and reducing repeat incidents, and developing automation scripts for onboarding and offboarding users. I’m also experienced with issue tracking and CRM systems (JIRA, ServiceNow, Zendesk, Confluence & Salesforce), SLA compliance, and supporting Windows and macOS environments, and I’m seeking to contribute advanced support expertise built on clear communication and proactive ownership.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Hitachi Vantara

Oct 2023 - Present (2 years 7 months)

Provided Tier 1 and Tier 2 technical support for distributed teams, resolving hardware, software, and account issues using remote diagnostics. Authored internal and customer knowledge articles, collaborated cross-functionally with engineering and product, and developed onboarding/offboarding automation scripts to improve self-service and incident reduction.

Technical Support Knowledge Base Writing ServiceNow Jira Confluence Scripting

Technical Support Analyst

Klik Solutions

Aug 2018 - Oct 2023 (5 years 2 months)

Resolved complex end-user issues via email, phone, and chat with end-to-end accountability, including after-hours and executive-level inquiries. Delivered Tier 1 and Tier 2 support across Windows and macOS, supported onboarding/offboarding and user training, and contributed to FAQs and internal training materials to speed resolution and ramp-up.

Technical Support Issue Tracking Windows Troubleshooting CRM Systems Customer Support Training Enablement

Administrative Support Representative

CTI Towing

May 2013 - Nov 2017 (4 years 6 months)

Handled high-volume inbound customer inquiries with professionalism under pressure, managing payment intake and document distribution. Escalated urgent customer concerns with empathy while maintaining accurate records and ensuring timely follow-up.

Customer Service Inbound Support Escalation Management Record keeping Professional communication High Volume Management