Experience

Springday

• Australia
• Wellness and Fitness Services
• 1 - 100 Employee

• Lead Support

  • Aug 2018 - Present

  • Provide support and issue resolution for Springday and Wellbeing Gateway SaaS platforms. • Ability to effectively triage and prioritize support issues to be escalated to DevOps based on severity, impact, and urgency. • Managing SupportBee our customer support ticket system and support email inbox. • Perform comprehensive functional quality testing on our SaaS web and mobile platforms. • Incident and problem management, including triaging, prioritizing, and resolving incidents or problems in a timely manner. • Coordinate with Internal stakeholders and Customer Success Managers (CSMs) to resolve technical or operational challenges. • Lead process improvement initiatives, such as implementing best practices, optimizing workflows, or developing documentation or knowledge bases. • Ensures accuracy and functionality of content with the Service Delivery team. • Conduct data analysis and report with Complaints and Bounce Email Reports. • Led the onboarding and training of new team members on SaaS platforms, ensuring smooth adoption and utilization across the organization. • Performs RCA of customer issues and provides practical solutions to prevent similar issues from recurring. • Developed and asset-tracking for Hardware, Software, and Information assets. • Administer human resources onboarding and exit process via Microsoft 365 admin. • Administer services and support for Microsoft Teams. • Manage user administration for Google Analytics. • Provide internal IT helpdesk support. • Work with CSO for IT and Security Compliance. • Crafting user stories with an agile approach for development. Show less



Lexmark

• United States
• Information Technology & Services
• 700 & Above Employee

• Worldwide Level 3 Software Support Engineer (MFP)

  • Aug 2012 - Jun 2018

  • Resolving complex technical issues: Responsible for resolving complex software issues that cannot be resolved by Level 1 or Level 2 support teams. This may involve conducting in-depth technical investigations, analyzing logs and error messages, and diagnosing and resolving software defects or configuration issues. • Providing expertise in software products: Expert in software products or applications support, including features, functionalities, and configurations. Provide in-depth technical knowledge and guidance to customers, end-users, and internal teams to resolve issues and optimize product performance. • Collaborating with cross-functional teams: As an L3, I work closely with other teams, such as development, quality assurance, product management, and operations, to resolve complex software issues. I collaborate with these teams to reproduce and analyze issues, provide input on product enhancements, and contribute to product knowledge bases and documentation. • Conducting root cause analysis: Conduct root cause analysis (RCA) to identify and address the underlying causes of software issues. This may involve analyzing logs, traces, and other diagnostic information, identifying patterns and trends, and recommending corrective actions to prevent similar issues in the future. • Mentoring and training: Provide mentoring and training to junior support team members, sharing their technical expertise and knowledge to help them develop their skills and capabilities. Conducted local and international training. • Work closely with Product Engineers to identify and resolve product issues and firmware-related concerns. • Helps refine processes, develop training, and build knowledge base articles. • Rapidly reviews the current state of the issue and troubleshooting information provided by second-level TSR agents, customers, and other Lexmark personnel. Show less



Lexmark

• United States
• Information Technology & Services
• 700 & Above Employee

• Worldwide Level 2 Technical Support Engineer (MFP and Inkjet)

  • Aug 2010 - 2012

  • Resolves Level 1 escalation by providing timely and effective support to agents and customers.• Contributes to the creation and maintenance of knowledgebase articles.• Proactively manages and expedites escalated issues through the L3 escalation process to ensure SLA compliance.• Regularly reviews all open L3 escalations and provides updates as necessary.• Recreates and troubleshoots issues to identify root causes and potential solutions.• Reassesses the urgency of escalated issues in consultation with first-level Solutions Agents and customers, and adjusts their priority as appropriate to ensure compliance with SLAs for all parties involved.• Provides on-site technical floor support at the Cebu site and real-time chat and conference support to all geographies. Show less

• Level 1 Technical Support Representative (Inkjet)

  • Aug 2008 - Aug 2010

  • Help clients or users dealing with technically complex products or environments.• Conduct troubleshooting of software and hardware issues involving printer software and drivers in various operating systems.• Perform printer driver installation and configuration, as well as diagnose communication problems.• Collaborate with colleagues to deliver outstanding customer and internal client support.• Utilize all available resources to conduct research on technical solutions.• Communicate and coordinate with internal teams/offices across different countries to carry out various functions. Show less



Aegis PeopleSupport, Inc.

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Risk Management Analyst (JPMorgan Chase and Co.)

  • May 2008 - Jun 2008

  • Offer customer credit-related services. • Examine and resolve disputed transactions involving customers. • Provide updates on account status and history. • Identify, evaluate, and minimize potential risks related to customer accounts.

• Tier 1 Technical Support Representative (Apple Inc.)

  • May 2007 - Apr 2008

  • Customer support: Providing technical support and assistance to customers who contact Apple through various channels, such as phone, chat, or email, specifically related to portable devices. This may involve diagnosing and resolving hardware and software issues, troubleshooting problems, and providing solutions to technical inquiries related to MacBooks, iPads, macOS, iOS, and other Apple portable products.• Problem resolution: Identifying and resolving technical issues specific to Apple portable products, including hardware and software malfunctions, connectivity issues, performance problems, and other technical challenges. This may involve analyzing system logs, running diagnostic tools, and following established procedures to troubleshoot and resolve technical problems.. • Product knowledge: Maintaining up-to-date knowledge of Apple portable products, services, and technologies through ongoing training and self-study. This may include staying updated on the latest product features, specifications, and troubleshooting techniques to provide accurate and timely support to customers.• Documentation and recordkeeping: Creating and maintaining accurate and complete records of customer interactions, technical issues, and solutions in appropriate databases or ticketing systems. This may involve documenting troubleshooting steps, providing detailed and clear instructions to customers, and updating case notes and status for proper tracking and reporting.. • Loading new systems and software in a responsible manner. • Troubleshooting printer and connection problems. Show less



Sykes Enterprises

• United States
• Information Services
• 100 - 200 Employee

• Tier 1 Technical Support Representative (Palm Inc.)

  • Apr 2005 - May 2007

  • Troubleshooting and resolving hardware and software issues related to PDAs, such as connectivity, battery, screen, and application errors. • Providing technical assistance to end-users via phone, email, chat, or other communication channels, diagnosing and resolving PDA-related problems promptly and effectively. • Guiding customers in setting up, configuring, and using PDAs, including installing software applications, syncing data, and managing settings. • Offering troubleshooting tips, workarounds, and best practices to optimize PDA performance and improve user experience. • Assisting with data backup, restoration, and transfer processes, ensuring data integrity and confidentiality. • Escalating complex or unresolved issues to higher-level support or other departments for further investigation and resolution. • Maintaining accurate and up-to-date documentation of customer interactions, solutions, and resolutions in appropriate systems or databases. • Providing exceptional customer service, demonstrating empathy, patience, and professionalism in all customer interactions. • Keeping up-to-date with product knowledge, technical skills, and industry trends through ongoing training and professional development opportunities. • Collaborating with team members, supervisors, and other departments to share knowledge, contribute to process improvements, and achieve team goals. Show less