Open to opportunities

Melania Andreea

@melaniaandreea

Technical support engineer solving B2B SaaS issues with Salesforce CRM and Microsoft 365—root-cause, fix, and keep SLAs.

Romania

Message

What I'm looking for

I’d like to keep supporting B2B SaaS customers in technical troubleshooting and case management, working closely with Product and Engineering to resolve issues, improve processes, and maintain SLA-compliant, accurate user access and documentation.

I support B2B legal software and Microsoft 365 environments at The Access Group, managing customer cases in Salesforce CRM with data accuracy and SLA compliance. I investigate technical issues, run root cause analysis, and handle user accounts, permissions, and system access across enterprise applications.

Before that, I worked as a Service Desk Technician at Everience, delivering phone/email/chat support, troubleshooting client-specific applications, and escalating complex incidents with clear customer communication. I also maintained case documentation, monitored backlogs to meet SLA targets, and supported reporting and operational information updates using Microsoft SQL Server.

Experience

Work history, roles, and key accomplishments

Current

Associate Technical Support Engineer

Current

The Access Group

Apr 2024 - Present (2 years 4 months)

Deliver advanced technical support for legal software solutions and Microsoft 365 environments to B2B customers. Manage customer cases in Salesforce CRM while ensuring data accuracy and SLA compliance.

Salesforce Microsoft 365 Microsoft SQL Server Active Directory Entra ID ServiceNow Jira Intercom Citrix PowerShell ITIL

Service Desk Technician

Everience

Sep 2022 - Apr 2024 (1 year 7 months)

Delivered front-line technical support via phone, email, and chat for client-specific applications. Performed technical troubleshooting and root cause analysis to resolve customer issues efficiently.