Software Support Consultant

• Sep 2022 - Present

•Functioning as first point of contact for clients call logging regarding the Medical Practice Software (Solumed Pro). •Troubleshoot and resolve technical issues while tracking ticket actions and resolutions. Sort issues, escalate them, and coordinate their resolution. •Logging and updating of all calls and making sure that our clients are assisted on their Issues they are experiencing through the Medical Practice Software. •Performing Services for new product installation, product update installation, and software migrations for major releases. •Responding to client's queries via email or telephone, following up with customers to ensure full resolutions of Issues. Show less

Technical Support Assistant

• Oct 2019 - Sep 2020

•Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. •Provided Tier 1 IT support to non-technical internal users through desk side support services. •Resolved escalated issues by serving as subject matter expert on wide-ranging issues. •Collaborated with supervisors to escalate and address customer inquiries or technical issues. • Configured hardware and granted system permissions to new employees. • Documented support interactions for future reference. • Researched product and issue resolution tactics to address customer concerns. •Provided documentation on troubleshooting of technical processes to support desk staff. •Assisted customers in identifying issues and explained solutions to restore service and functionality. Show less

ICT Internship

• Feb 2019 - Sep 2019