I am an analytical and customer-focused SaaS Support Engineer with over 7 years of experience delivering technical troubleshooting, SQL-based analysis, and platform support across cloud, CRM, and enterprise software environments. I specialize in root-cause analysis, ticket triage, and collaborating with engineering teams to optimize uptime and enhance customer satisfaction. My expertise includes interpreting APIs and working with XML/JSON data to guide users through complex system integrations in both remote and hybrid work settings.
Throughout my career, I have provided Tier 1 and Tier 2 SaaS platform support, resolving account, data synchronization, and access issues, particularly in healthcare applications. I have assisted clients in interpreting XML configuration files and applying SQL-based solutions to correct data discrepancies. I also partner closely with product engineers to identify software defects and contribute to API-related issue documentation.
I am skilled in maintaining internal knowledge bases and improving ticket resolution workflows, which has resulted in increased efficiency. I have delivered end-user support for digital and SaaS systems, troubleshooting desktop, networking, and API connection issues. Training customers on SaaS functionality has been a key part of my role, leading to increased product adoption and higher satisfaction scores.
My experience includes managing CRM-based documentation using platforms like Salesforce and Zendesk to enhance data visibility for development and QA teams. I have acted as an escalation point for complex issues and coordinated with backend teams for log-level debugging. Additionally, I have supported integration of scanning, label printing, and network configurations for client business systems, collaborating cross-functionally to improve workflows and reduce issue recurrence.
I have also supported engineering teams by maintaining documentation for control system schematics and electrical component logs used in quality audits. My background includes handling high-volume client inquiries and escalating technical and fraud-related cases, consistently exceeding resolution and service-level goals. I am proficient in various technical skills including SQL, API troubleshooting, cloud platforms, and ITIL-based workflow awareness.
Provided Tier 1–2 SaaS platform support, resolving account, data sync, and access issues across healthcare applications. Assisted clients in interpreting XML configuration files and applying SQL-based solutions to correct data discrepancies. Partnered with product engineers to identify software defects and contributed to API-related issue documentation. Maintained internal knowledge base and improved ticket resolution workflow efficiency by 18%.
Delivered end-user support for digital and SaaS systems, troubleshooting desktop, networking, and API connection issues. Trained customers on SaaS functionality, increasing product adoption and satisfaction scores by 25%. Managed CRM-based documentation (Salesforce, Zendesk), enhancing data visibility for development and QA teams. Acted as escalation point for complex issues and coordinated with backend teams for log-level debugging.
Resolved technical and product-related inquiries through phone, chat, and email with 95% customer satisfaction rate. Supported integration of scanning, label printing, and network configurations for client business systems. Collaborated cross-functionally to improve order processing workflows, reducing issue recurrence by 15%.
Maintained documentation for control system schematics and electrical component logs used in quality audits. Supported engineering team with file version tracking and issue escalation processes.
Handled high-volume client inquiries, escalating technical and fraud-related cases through internal ticketing tools. Recognized for consistently exceeding resolution and service-level goals.
Bachelor's Degree
High School Diploma
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