I am a Technical Support Manager and Customer Success professional with over nine years of experience supporting users, managing technical operations, coordinating vendors, and resolving complex service issues. I combine strong analytical thinking with clear, customer-focused communication to improve service delivery and customer satisfaction.
I have led technical activities, supported end users, managed escalations, documented incidents, and coordinated outstanding technical tasks across internal teams and external stakeholders. My experience includes technical support leadership, application support, business software assistance, and service request management.
I am experienced in troubleshooting technical and operational issues, identifying practical next steps, and communicating solutions in user-friendly language. I prioritize accurate documentation, timely follow-up, confidentiality, and adherence to established support procedures.
I have worked with CRM systems, ticketing platforms, Microsoft 365, Active Directory, Odoo, QuickBooks, ServiceNow, Freshdesk, and Zendesk. I also bring experience in vendor coordination, retail banking operations, customer relationship management, and data record management.
I hold certifications in CompTIA A+, Network+, Azure Fundamentals, and ITIL v4. I am eager to apply my technical support, team mentoring, stakeholder management, and customer success capabilities in a role where I can streamline operations and help customers achieve successful outcomes.
I orchestrate communication between vendors and key internal stakeholders to ensure alignment and effective service delivery.
I follow up on vendor inquiries, service escalations, and pending operational matters. I maintain vendor records and use problem-solving and organizational skills to improve coordination throughout vendor processes.
I provided prompt assistance to users with technical questions, IT requests, and troubleshooting needs. I diagnosed reported problems and communicated clear, user-friendly guidance for resolution.
I documented issues according to support protocols, guided users in using software and applications, and collaborated with internal teams on escalations requiring advanced investigation.
I addressed user inquiries related to applications, reported incidents, and software support requirements. I investigated application malfunctions and determined appropriate troubleshooting methods.
I explained application features in understandable terms, recorded issue details, followed up with users and technical counterparts, and supported application deployment, adoption, and maintenance.
I executed retail banking cashier responsibilities with a focus on transactional accuracy and compliance with established procedures. I supported customers with routine banking transactions and service needs.
I managed customer and transaction data confidentially, maintained professional communication, and escalated operational exceptions and issues to the appropriate personnel.
Master of Business Administration (MBA)
Master of Science (MSc), Networks and Performance Engineering
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