Sasha T. Email & Phone Number

Remote

Provide expert CAD technical support, ensuring seamless user experiences and fostering long-term client relationships.Resolve user issues via phone, email, chat, managing 100 tickets monthly with Salesforce, Zoom.Identify and escalate bugs, improvements, requests to development via JIRA.Support sales in converting trials to subscriptions, course enrollments.Achieved certification in all business lines, demonstrating commitment to product knowledge.Guide leads through trial, activation, learning portal, boosting onboarding, retention.

Altamonte Springs, Florida, United States

Provided tech support to 150 staff, resolving issues for seamless operations.Streamlined IT support processes, reducing average resolution time and enhancing operational efficiency for 150 staff membersGuided users through portal challenges, enhancing loan processing efficiency.Addressed Loan Officer issues with Encompass, ensuring smooth workflow.Conducted meticulous troubleshooting on diverse hardware and software, swiftly diagnosing and resolving technical issues.Managed Windows applications, maintaining system reliability.

Lake Mary, Florida

Developed and delivered high-impact training programs for IOS and Mac Senior Advisors, consistently achieving a 90% class pass rate with 20-person groups.Created engaging, tailored training materials to enhance employee skills, adapting curriculum based on ongoing needs analysis for optimal learning outcomes.Conducted thorough quality assurance sessions, providing actionable feedback to improve employee performance and maintain high support standards.Guided existing personnel through new applications and job functions, fostering a culture of continuous learning and professional development.

Lake Mary, Florida

Managed client accounts, providing personalized service and ensuring client satisfaction.Developed and maintained strong relationships with key clients and business partners.Handled customer inquiries via phone and email in a timely manner.Assisted customers with product selection and provided recommendations.Performed data entry and maintained customer records in CRM system.

Maitland, Florida

- The last line of Technical Support for customers with ongoing or escalated issues. - Tier 3 level technical support for cable, internet and phone issues that cannot be solved by lower Tiers.- Handled sensitive customer concerns and escalating to Field Technicians, Engineering or Management.

Lake Mary, Florida, United States

- Handled escalated calls for technical issues that could not be solved by basic troubleshooting. - Addressed sensitive concerns held by customers about issues that may or may not have a resolution. - Advanced troubleshooting for Macs and related components.

Project Management

Certificate, Cad/Cadd Drafting And/Or Design Technology/Technician, 3.5

Activities and Societies: Deans List. VP of marketing for better health club

Information Technology

High School

Activities and Societies: ROTC, Golf Club