Technical Product Support Analyst

Resolved approximately 200 Microsoft Dynamics 365 CRM and integrated-application tickets per month across Dynamics 365, Salesforce, and ServiceNow queues while meeting SLA targets. Served as the EMEA escalation point for blocker and critical incidents, assessed severity against four SLA tiers, and owned incidents through closure.

Investigated defects using call tree IDs, stack traces in Observe, HAR files, and browser developer tools. Managed around 60 Jira escalations monthly with reproduction steps, diagnostic evidence, and business-impact context; led weekly engineering defect reviews and wrote post-incident summaries.

Built engineering-specific Jira escalation templates and Tier 1 intake guidance to improve escalation quality. Led daily queue management, mentored five analysts, trained ten new analysts, and created Confluence and SharePoint troubleshooting resources that reduced repeat questions by approximately 50%.

Provided walk-up and desk-side technical support to 20–25 LinkedIn employees daily, resolving hardware, software, account-access, and connectivity issues across macOS, Windows, iOS, and Android devices. Logged and managed requests through ServiceNow.

Administered Active Directory accounts, verified profile synchronisation with other applications, assigned permission groups, and unlocked user accounts. Prepared laptops and mobile devices for new hires, performed imaging and application setup, and migrated user data through OneDrive during hardware refreshes.

Volunteered to support Dynamics 365 during LinkedIn's Salesforce migration despite limited internal documentation. Received LinkedIn's Craftsmanship Award and progressed to a Tier 2 product support role.

Supported the KBC GLOW enterprise laptop deployment programme as part of a five- to six-person technical implementation team. Helped deliver the rollout and migration of more than 1,000 laptops and user profiles with minimal end-user disruption.

Installed, configured, and validated laptops, monitors, printers, and business applications before release. Diagnosed and resolved hardware, software, and configuration issues during implementation activities.

Resolved fixed-line broadband and telephone service issues for non-technical customers through remote-access troubleshooting. Owned unresolved cases through follow-up with internal and third-party teams.

Created an Excel and Visual Basic note-taking tool to improve troubleshooting efficiency and case documentation quality.

Maintained Moodle training content and learner records, improving accuracy across e-learning administration processes. Supported the ongoing management of digital learning materials and learner data.

Developed e-learning content and built a Moodle front page using web technologies. Liaised with an external Moodle support provider on technical and development queries.

Managed more than 40 customer calls per day, completing financial statements, handling complaints, and carrying out forbearance assessments. Applied and monitored customer arrangements across multiple platforms.

Maintained risk and compliance requirements while delivering customer support. Received first-place recognition in a call-quality incentive.

Completed modules in web development, databases, data structures and algorithms, object-oriented programming, software engineering, networking, network security, distributed systems, mobile application development, artificial intelligence, and IT project management. Final-year project was an Android application built using Android API, Java, MySQL, PHP, and JSON.