I am a Technical Support Specialist with more than six years of experience supporting SaaS HRIS and payroll platforms across recruitment, HR, timekeeping, payroll, insurance, tax, performance, and talent acquisition modules.
I troubleshoot application, workflow, and data issues using SQL, record validation, root-cause analysis, remote-support tools, and structured incident-management practices. I have consistently achieved high customer satisfaction and first-contact resolution results while supporting multiple customer projects concurrently.
I have experience delivering system upgrades, validating data migrations, reproducing defects, supporting UAT and regression testing, and communicating actionable defect reports to development teams. I also translate customer requirements into functional documentation and practical system solutions.
I use Power BI, Excel, and SQL Server to validate HR data and create reporting dashboards from employment, seniority, and salary information. My HRIS domain knowledge includes payroll, timekeeping, employee self-service, recruitment, insurance, and tax processes.
I have built knowledge-base content including FAQs, manuals, articles, and video tutorials that improved support efficiency and reduced ticket resolution time. I am currently studying Python and am seeking to grow into a Payroll subject-matter expert.
