Technical Customer Service Representative skilled in product advocacy and techni

Technical support experience across telecommunications, SaaS platforms, fintech exchange operations, and healthcare device industries. My experience includes both frontline and Tier 2 technical support, handling complex troubleshooting while maintaining strong customer satisfaction and SLA compliance. At Audien Hearing Inc., I provided technical assistance for hearing aids and audio devices, guiding customers through device setup, Bluetooth pairing, app usage, and troubleshooting hardware and software issues. I conducted support through phone, email, chat, and video appointments while ensuring proper follow-ups and resolution. At D2L – SupportNinja, I worked as a Tier 2 Technical Support Representative, assisting clients with network and device troubleshooting, webpage configuration, and validating conditions and rules within their platforms. I identified system errors, corrected configuration issues, and ensured client websites functioned properly. In my role as Account Specialist at BC Holdings (MVP Offshore), I handled incident management, severity evaluation, ticket creation and updates, SIT and PROD FIX session restarts, dashboard monitoring using Grafana, and coordination with internal and external teams for high-severity cases. I ensured proper documentation, reporting, and adherence to operational processes. Earlier in my career with T-Mobile (Alorica) and Cricket Wireless (Concentrix), I supported customers with device troubleshooting, network concerns, billing inquiries, and escalated technical issues, while also mentoring team members and handling complex cases. Overall, my technical support experience combines strong troubleshooting skills, incident management expertise, CRM and ticketing system proficiency, and the ability to clearly communicate technical solutions to customers and stakeholders.

I have hands-on experience supporting SaaS platforms in both client-facing and backend operational roles. As a Tier 2 Technical Support Representative at D2L – SupportNinja, I assisted clients in configuring and maintaining their online platforms by troubleshooting system errors, validating page conditions and rules, and ensuring website functionality. I worked closely with clients to customize pages according to their needs and advised them on best-fit configurations to optimize platform performance. In my role as Account Specialist at BC Holdings (MVP Offshore), I supported a fintech exchange platform operating in live (PROD) and testing (SIT) environments. My responsibilities included incident management, severity assessment, ticket lifecycle management, dashboard monitoring (Grafana), FIX session restarts, and coordination with cross-functional teams. I also created and updated SOPs, managed run sheets, validated reports, and ensured operational accuracy within SLA targets. Additionally, I utilized CRM systems such as Salesforce to monitor, manage, and resolve cases efficiently, ensuring timely communication with clients and stakeholders. Overall, my SaaS experience includes platform configuration support, system monitoring, incident management, process documentation, and client communication—ensuring stable operations and high customer satisfaction.

I have solid experience in Application Support across SaaS, fintech exchange platforms, telecommunications systems, and healthcare device applications. My responsibilities included troubleshooting software issues, validating configurations, monitoring system performance, and ensuring smooth platform functionality for end users and clients. At D2L – SupportNinja, I provided Tier 2 application support by troubleshooting webpage configuration issues, validating conditions and rules, correcting system errors, and ensuring client platforms operated according to requirements. I assisted clients in customizing their pages and resolving technical concerns to maintain optimal system performance. At BC Holdings (MVP Offshore), I supported a fintech exchange application in both SIT (testing) and PROD (live) environments. My work involved incident investigation, severity evaluation, ticket creation and management, FIX session restarts, dashboard monitoring via Grafana, wallet approvals, and coordination with internal teams for high-severity cases. I ensured issues were resolved within SLA and properly documented through updated SOPs and run sheets. At Audien Hearing Inc., I supported customers with application-related concerns including device pairing, app usage guidance, troubleshooting connectivity issues, and resolving software-related problems. Overall, my application support experience includes incident management, system monitoring, configuration validation, CRM case handling, and cross-functional coordination—ensuring stable application performance and positive user experience.

I have hands-on experience using Salesforce as a primary CRM and case management tool in both customer support and technical support environments. I utilized Salesforce to monitor incoming cases, manage ticket lifecycles, document customer interactions, and ensure timely resolution within SLA targets. At D2L – SupportNinja and BC Holdings (MVP Offshore), I handled case creation, updates, follow-ups, escalation tracking, and proper documentation of technical investigations. I ensured accurate logging of troubleshooting steps, severity assessments, and resolution details to maintain transparency and operational efficiency. I also used Salesforce to prioritize cases, coordinate with internal teams, monitor outstanding tickets, and close cases after confirming successful resolution. My experience includes maintaining data accuracy, managing high case volumes, and supporting reporting needs through structured case documentation. Overall, my Salesforce experience reflects strong case management, attention to detail, escalation handling, and effective cross-team communication to deliver consistent customer support outcomes.

I have hands-on experience using Grafana for system monitoring and operational oversight in a fintech exchange environment at BC Holdings (MVP Offshore). I was responsible for monitoring real-time dashboards to track system performance, identify anomalies, and detect high-severity incidents affecting live (PROD) and testing (SIT) environments. My responsibilities included creating new dashboards, updating existing dashboards, validating queries and alert configurations, and ensuring that monitoring metrics were accurate and aligned with operational requirements. I used Grafana insights to support incident investigation, severity assessment, and timely escalation to relevant internal teams and stakeholders. Additionally, I leveraged dashboard data to assist in reporting, performance validation, and proactive issue detection to minimize downtime and ensure SLA compliance. Overall, my experience with Grafana involves dashboard creation and maintenance, alert validation, real-time monitoring, and supporting incident management through data-driven analysis.

I have progressive leadership experience serving as a Subject Matter Expert (SME) and Team Leader Apprentice in fast-paced customer service and technical support environments, particularly within telecommunications accounts. As an SME, I acted as the first point of contact for complex and escalated concerns, providing guidance and technical assistance to frontline agents. I supported the team by answering process-related questions, clarifying policies, and ensuring accurate troubleshooting steps were followed. I helped maintain quality standards by reinforcing best practices and promoting SLA compliance. As a Team Leader Apprentice, I was involved in mentoring new hires and tenured agents through coaching sessions, call listening, performance feedback, and calibration activities. I assisted in handling escalated calls, preparing and delivering daily reports, and monitoring team performance metrics. I also supported operational management by ensuring adherence to processes, identifying improvement areas, and maintaining team productivity. Through these roles, I developed strong skills in: Coaching and performance development Escalation management Quality monitoring and call analysis Team reporting and operational support Process reinforcement and accountability Although not formally designated as a Team Leader, I performed leadership-level responsibilities that contributed to team stability, performance improvement, and customer satisfaction.