Open to opportunities

Nyarayi Muzenda

@nyarayimuzenda

Message

Dedicated Application Support Analyst with expertise in system optimization.

United States

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and a focus on innovative technology solutions.

I am an Application Support Analyst with a strong commitment to delivering robust support solutions and optimizing system performance. With a proven track record of troubleshooting, analyzing, and resolving complex issues, I am eager to contribute to a forward-thinking team focused on achieving excellence in information security and application reliability.

Currently, I provide technical support for a wide range of enterprise-level applications at Certinia, where I investigate and analyze application-related issues, diagnose root causes, and implement effective solutions. My role involves collaborating with cross-functional teams, creating and maintaining documentation, and training junior staff and end-users on application usage and troubleshooting techniques.

Previously, I served as a Junior Salesforce Admin, where I customized Salesforce solutions and maintained data integrity. My experience in the hospitality industry as a Front Desk Supervisor has also equipped me with exceptional customer service skills and the ability to manage operations efficiently. I am passionate about leveraging my skills to enhance application reliability and security.

Experience

Work history, roles, and key accomplishments

Current

Application Support Analyst I

Current

Certinia

Jan 2022 - Present (3 years 5 months)

Provided comprehensive technical support for enterprise-level applications, including PSA and CRM platforms, investigating and resolving complex issues. Collaborated with cross-functional teams to diagnose root causes, implement solutions, and maintain documentation for support processes. Participated in testing new software releases and provided training to junior staff and end-users.

Technical Support Enterprise Software CRM PSA Troubleshooting Documentation Software Testing

Junior Salesforce Admin and Guest Service Ambassador

Salesforce

May 2019 - Nov 2022 (3 years 6 months)

Collaborated with cross-functional teams to gather business requirements and translate them into Salesforce solutions, customizing objects, fields, and workflows. Conducted regular data maintenance activities, including imports and cleansing, to ensure data integrity and accuracy. Managed user access and security settings, and assisted in the development of reports and dashboards.

Salesforce Administration CRM Data Management Dashboards Troubleshooting QA Testing Workflow Automation

Front Desk Supervisor

Renaissance Concourse Atlanta Airport Hotel

Jul 2016 - May 2019 (2 years 10 months)

Managed the front desk operations of a busy hotel, overseeing a team of front desk agents and ensuring exceptional customer service. Provided leadership and guidance to staff, resolved guest inquiries and complaints, and maintained a professional atmosphere. Handled room reservations, financial transactions, and collaborated with other departments to ensure smooth operations.

Customer Service Team Leadership Conflict Resolution Staff Training

Education

Degrees, certifications, and relevant coursework

International Hotel School

Certificate, Hospitality Management

Completed a specialization in Hospitality Management, gaining foundational knowledge in hotel operations and guest services. This program prepared me for roles in the hospitality industry, focusing on management and customer satisfaction.

Salesforce

Certification, Salesforce Administration

Obtained Salesforce Admin certification, demonstrating proficiency in Salesforce administration. This certification enhanced my skills in customizing and managing Salesforce platforms.

Google

Specialization, Cybersecurity

Completed the Google Cybersecurity Specialization, acquiring expertise in cybersecurity fundamentals. This program covered topics such as program language, Linux command line, incident journaling, NIST frameworks, SIEM tools, and packet sniffers.