Senior Software Support Analyst/Support Product Owner
I enhanced our company's value and contributed to its success by triaging, analyzing and resolving customer issue and enhancement requests for 3E, "a cloud-native software as a service (SaaS) financial and practice management solution" (source: elite.com).Highlights:● Drove customer satisfaction above 93% by exceeding service level agreements using agile methodologies, business processes and technical expertise while supporting multiple Enterprise software packages to include 3E, a customizable proprietary financial solution for law offices● Reduced support case volume year-over-year by 12% by contributing code improvements, using root cause analysis, writing technical documentation and training customers in software use and best practices● Leveraged personal and cross-functional team knowledge of over 40 individuals to troubleshoot, analyze, and solve over 20 customer Azure SaaS, IaaS, PaaS, and on-premise web application issues weekly● Collaborated remotely with support, development, product management, quality control, and implementation teams to establish requirements for or address over 20 epics, features, bugs, enhancements, and work orders weekly● Upheld the confidentiality, integrity, and availability of customer data by adhering to laws, standards, and guidelines on a daily basis● Communicated effectively with over 300 external and internal customers regarding status and criticality of issues and requests
