Nase Aelo
@naseaelo
Customer-focused IT support specialist skilled in troubleshooting, integrations, and user onboarding.
United StatesWhat I'm looking for
I am an enthusiastic, tech-savvy IT support professional with extensive remote experience assisting users across hardware, software, and integrations.
I have supported API connectivity and platform setup at Twilio, maintained ticket accuracy with Zendesk, and collaborated with developer-relations to validate product updates prior to release.
My background includes Smartsheet support and virtual onboarding, contributing to self-help documentation and streamlining training materials to improve user adoption and satisfaction.
I consistently deliver clear, empathetic technical guidance, handle high-volume requests while maintaining strong satisfaction scores, and quickly learn new technologies to solve customer problems efficiently.
Experience
Work history, roles, and key accomplishments
TWAssisted users with API connectivity, authentication, and integration issues, guided non-technical users through SMS/Voice setup, and reduced open ticket backlog through proactive follow-up and detailed case documentation.
SMSupported Smartsheet configuration and integrations, diagnosed plugin issues for Excel and Google Workspace, contributed self-help documentation, and conducted virtual walkthroughs to streamline user onboarding.
Customer & Tech Support Rep
Working Solutions
Jun 2012 - Apr 2015 (2 years 10 months)
Provided remote hardware and software support including VPN and account assistance, used remote desktop tools to resolve issues, and handled high-volume requests while maintaining a 98% satisfaction rating.
Education
Degrees, certifications, and relevant coursework
UHUniversity of Houston
Bachelor of Business Administration, Business Administration
Completed studies in business administration with focus on foundational business principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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