Open to opportunities

Reese Parks

@reeseparks

Message

I resolve SaaS and IT support issues while improving customer adoption.

Zimbabwe

Message

What I'm looking for

I'm looking for a collaborative support role where I can resolve technical and customer issues, improve processes, continue learning, and help users adopt products successfully.

At RealTime eClinical Solutions, I own Tier 1 and Tier 2 customer support from intake and triage through resolution, answering product, training, and configuration questions while meeting SLA requirements. I investigate complex technical issues, document cases in Jira, execute configuration tasks, and escalate priority tickets to development teams and stakeholders.

I've also supported clients through freelance customer service, data entry, and research work, and previously installed software, configured computer systems, resolved hardware and software issues, and supported user accounts at R-PCI. I enjoy helping both technical and non-technical users troubleshoot problems, improve adoption, and get reliable answers quickly.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

RealTime eClinical Solutions

Apr 2025 - Present (1 year 5 months)

Provides Tier 1 and Tier 2 support for inbound customer requests, owning intake, triage, and resolution while meeting SLA requirements. Documents cases in JIRA, escalates high-priority tickets, and conducts customer meetings and training sessions.

Jira Customer Support Troubleshooting SaaS Configuration Training SLA Management