Cedric Cruse Email & Phone Number

Jacksonville, Florida, United States

Provide comprehensive technical support to internal and external stakeholders, leveraging advanced knowledge of cloud-based systems, SaaS platforms, and technical troubleshooting to resolve complex software and hardware issues.Utilize advanced knowledge of technical systems and applications to diagnose and resolve complex technical issues, ensuring minimal downtime and maximum productivity.Collaborate with cross-functional teams (including product management, engineering, and data science teams) to implement process improvements, optimizing support workflows and increasing operational efficiency.Develop and maintain comprehensive documentation and knowledge base articles to facilitate self-service troubleshooting and improve team efficiency.Utilize ticketing systems to accurately log and track support requests, ensuring timely resolution and adherence to service level agreements (SLAs).Utilize SQL to manage and query large datasets for troubleshooting and reporting purposes, ensuring data integrity and accuracy.Utilize Python for automation tasks and data cleaning processes, enhancing the quality and timeliness of support operations.Act as a subject matter expert for technical support tools and processes, providing guidance and assistance to both colleagues and end-users as needed.Participate in on-call rotations to provide after-hours support, resolving urgent technical issues and ensuring uninterrupted operations.Conduct regular quality assurance reviews of data entry processes, identifying and addressing discrepancies to maintain data integrity and accuracy.Diagnose and resolved issues related to applications and databases, minimizing downtime and ensuring operational continuity.Provide after-hours support during on-call rotations to ensure continuous technical operations.Demonstrate subject matter expertise in technical support tools and processes, ensuring adherence to SLAs and fostering high customer satisfaction levels.

Jacksonville, Florida, United States

Managed the structures of tech ticketsImplemented new process and system for resolving bugsWorked with management on HVD project to help opcat categorizationDelivered frontline technical support via phone, email, and in-person for end-users, specializing in troubleshooting software and hardware issues, ensuring minimal disruption and sustained productivity.Demonstrated expertise in troubleshooting and diagnosing technical problems, utilizing knowledge base resources and technical documentation to identify and implement effective solutions.Documented and tracked support requests using ticketing systems, ensuring accurate and timely resolution while adhering to service level agreements (SLAs) and escalation procedures.Utilized Splunk for website monitoring, identifying and addressing potential availability issues in real-time, contributing to improved system reliability.Maintained a high level of customer satisfaction through clear communication, empathy, and professionalism while assisting users with technical issues and providing guidance on problem resolution.Created of knowledge base articles and documentation to facilitate self-service support options for end-users.Conducted regular follow-up with end-users to ensure that technical issues were fully resolved and to gather feedback on support experiences, identifying opportunities for continuous improvement.Produced reports and insights using SQL and Excel, tracking system issues and performance trends, and supporting internal teams in decision-making processes.Played a key role in a project to help categorize and resolve bugs, working with management on process optimization for the HVD (High-Value Data) project.Adapted quickly to changing priorities and environments, maintaining composure and effectiveness in high-pressure situations while delivering exceptional customer service and technical support