Server & Studio Support

• Aug 2023 - Present

Technical Support Specialist

• Jun 2022 - Aug 2023

• Provided Tier 1 and Tier 2 technical support to 300+ customers per month via phone, email, or chat, diagnosing and resolving complex broadband internet connectivity issues through the use of troubleshooting tools. • Escalated 100 issues to the Network Operations Center each week to be resolved, resolving over 95% of issues within 24 hours of receipt, as a Tier 2 Support Engineer. • Resolved network issues by utilizing network monitoring tools and escalated to the appropriate teams as necessary, resulting in no loss of productivity and no outages. • Maintained accurate and detailed documentation of all customer interactions and issues, decreasing average call time by 20% and increasing customer satisfaction by 10%. • Consistently achieved KPIs on First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (Csat) at least 10% higher than the goals by monitoring metrics in real time, proactive coaching, and continuous training. Show less

Customer Assistant

• Mar 2022 - Jun 2022

• Excellent customer service. • Receiving and placing customer orders. Great at multi-tasking. • Good teamwork skills. Collaboration with food and apparel departments. • Time management, remaining calm and precise, especially during rush hours • Excellent customer service. • Receiving and placing customer orders. Great at multi-tasking. • Good teamwork skills. Collaboration with food and apparel departments. • Time management, remaining calm and precise, especially during rush hours

Frontend Web Developer

• Apr 2021 - Mar 2022

• Developed a responsive and user-friendly admin panel using TypeScript, React, and JavaScript by building a single page application, reducing the number of page refreshes by 20%, enabling users to easily access content on mobile and desktop devices. • Optimized performance, scalability, maintainability, and code consistency through the implementation of Redux Toolkit, React Router, Axios, Material, Tailwind, and Redux Thunk. • Collaborated with backend development team to integrate frontend and backend functionality by building a RESTful API that communicated with a MySQL database, ensuring seamless data exchange and optimal application performance. Show less

Data Analyst

• Sep 2017 - Apr 2021

• Analyzed data from relational databases by writing SQL queries to extract, manipulate, and analyze data, including joins, subqueries, and aggregate functions. • Using Excel to analyze and present data, including data manipulation, pivot tables, VLOOKUP, data visualization, and formula functions. • Analyzed large datasets of up to 100,000 rows, identifying trends, patterns, and insights, and presenting findings through visualizations, charts, and graphs using tools such as Excel, Tableau, or Power BI. • Used statistical concepts and methods, including hypothesis testing, regression analysis, correlation, and descriptive statistics, to draw meaningful conclusions from data and achieve a 95% accuracy rate. Show less