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.
- 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.
- 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
Oct 2005 - Oct 2023
