Zakaria User
@zakariauser2
I’m a Product Support Representative delivering SaaS/EHR troubleshooting, SLA-compliant resolutions, and high user satisfaction.
United StatesWhat I'm looking for
I’m a results-driven Product Support Representative with 4+ years of experience ensuring maximum user satisfaction by providing expert software assistance and resolving technical issues across SaaS and EHR IT environments. I’m known for diagnosing and troubleshooting product issues while maintaining 100% SLA compliance, improving end-user experience, and reducing escalations.
At NextTech, I provided high-volume client support (20+ calls daily), managed Salesforce case queues, and helped maintain strong outcomes including 96% client satisfaction. I also collaborated with Tier 2 Support and Development teams to create escalation documentation, screen recordings, and root-cause analyses—shortening provider setup turnaround time by 40% and improving resolution efficiency by 25%.
Experience
Work history, roles, and key accomplishments
Product Support Representative
NextTech
May 2024 - Oct 2025 (1 year 5 months)
Provided high-volume client support for the Nextech Practice+ EHR SaaS platform, managing Salesforce case queues while delivering timely troubleshooting via Zoom and remote desktop support. Closed 250+ support cases per month, maintained low backlog aging (<3 days), and improved client satisfaction to 96%.
Epic Command Center Support
Medasource
Aug 2024 - Dec 2024 (4 months)
Supported end users by managing product issues through ticketing systems and delivering remote solutions to restore service functionality. Implemented Jira-based ticketing to reduce resolution time and performed access/security tasks such as login configuration, password resets, and credential management.
Epic Help Desk Support (Tier 2)
The CSI Companies, Inc.
Nov 2021 - Jun 2023 (1 year 7 months)
Delivered product support to non-technical end users and assisted with Epic pre-go-live, go-live, and post-go-live activities. Diagnosed and troubleshot Epic and network issues, supported workstation setup/configuration, and helped reduce security vulnerabilities via system updates and log monitoring.
Education
Degrees, certifications, and relevant coursework
Lehman College of The City University of New York
Bachelor of Applied Science, Computer and Information Systems Security
Earned a Bachelor of Applied Science in Information Technology with a focus on Computer and Information Systems Security, completed in June 2024.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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