Shawkia Massey

I’m a Software Support Advisor focused on resolving complex technical cases with speed and accuracy. I analyze and troubleshoot desktop systems, enterprise applications, and backend configurations with a 95%+ resolution accuracy rate, using methods like registry edits, permission audits, and file system navigation to reduce escalations and improve first-pass outcomes.

I also help prevent issues before they reach customers by leading QA for software updates—executing test plans, validating fixes, and identifying defects prior to release, reducing post-deployment issues by 30%. Alongside hands-on support, I create technical documentation (release notes, troubleshooting workflows, and knowledge resources) that reduces repeat inquiries by 20%, and I partner with engineering and product teams to surface systemic problems and contribute to long-term platform improvements.

Earlier in my career, I led high-volume, compliance-driven workflows as a Specialist 2, processing and analyzing 100+ unemployment claims weekly, overseeing quality control, and improving eligibility and backlog outcomes through workflow optimization. I’ve also built an analytics mindset through data analysis work as a health strategy and marketing intern—driving a 10% improvement in targeting efficiency and producing Excel-based financial reporting to support better decisions.