Senior Technical Support Specialist
About Me
I am a Technical Support professional with over 8 years of experience supporting international customers in SaaS and enterprise IT environments. My expertise lies in incident management, troubleshooting, QA auditing, API diagnostics, SQL analysis, escalation handling, and customer support operations. I have worked extensively with North American clients in fast-paced environments, consistently maintaining high customer satisfaction and SLA compliance.
Currently, I am expanding my capabilities in AI-assisted development, automation, data analysis, and SaaS product development. I have developed AI-assisted applications using modern LLM workflows such as Cursor, Claude, and ChatGPT. I also designed and developed GeoFinance Monitor, a platform focused on geopolitical and financial intelligence visualization.
My work involves researching and applying AI-driven automation for data collection, classification, analysis, and reporting. I have experience evaluating both local and cloud-based AI models, prompt engineering, and AI-assisted software development. Additionally, I develop dashboards, analytics, and data visualization solutions to support decision-making.
I investigate geopolitical risk, market narratives, and macroeconomic trends to inform product development. I am passionate about leveraging AI and automation to improve operational efficiency and customer experience. My professional experience includes senior IT support roles where I conduct QA audits, troubleshoot complex Microsoft 365 and Windows environments, and manage escalations.
I am committed to continuous learning and applying innovative technologies to solve complex technical challenges. I thrive in collaborative environments and enjoy contributing to knowledge bases and process improvements. My goal is to deliver exceptional technical support while driving automation and AI integration in SaaS products.
Skills
SQLData AnalysisJiraSoftware DevelopmentTroubleshootingAutomationTechnical SupportCustomer SupportSAPPostmanActive DirectoryITSM
Education
Bachelor of International Relations
Experience
Senior member of the IT support team providing enterprise-level support for a U.S.-based corporate client. Conduct QA audits on support interactions to ensure SLA compliance, service quality, and process adherence. Troubleshoot complex issues involving Microsoft 365, SharePoint, Teams, Active Directory, Outlook, and Windows environments. Investigate recurring incidents, identify root causes, and contribute to the internal knowledge base and process improvements. Support escalation handling, incident tracking, user access management, and cross-team coordination in high-volume environments.
Provided Level 1 SaaS technical support via phone and email for business customers. Resolved platform usability, integration, and workflow issues involving WhatsApp, Jira, and Pipedrive. Executed and validated API requests using Postman for troubleshooting and integration analysis. Investigated root causes of technical incidents and escalated complex cases to development teams when necessary. Assisted customers with product navigation, incident resolution, and service-related inquiries while maintaining customer satisfaction standards.
Supported enterprise clients using the HighJump Supply Chain Management platform in logistics and warehouse operations. Troubleshot application, configuration, and database-related issues affecting system performance and workflows. Performed SQL queries, data validation, and analysis to identify inconsistencies and support issue resolution. Assisted with incident investigation, client communication, and coordination with internal technical teams.
Delivered enterprise-level technical support in high-volume ticket-driven environments for corporate users. Assisted users with Jira, SAP, Microsoft applications, remote installations, software configuration, and access-related issues. Performed troubleshooting for hardware, software, and user account incidents while ensuring SLA compliance. Generated operational reports, documented incidents, and supported internal service management processes. Collaborated with different support teams to escalate and resolve complex technical issues efficiently.