In my previous role as an Instructional Design Consultant at TTEC, I used my skills in designing and developing comprehensive learning materials, including e-learning modules and instructional materials for Knowledge Base teams. I have a strong track record of creating engaging content that enhances product knowledge, process understanding, and customer interaction skills.
As an Application Support Engineer at Parsable, I gained valuable experience in troubleshooting and maintaining software applications to ensure optimal performance for end-users. I am proficient in utilizing advanced tools such as Postman API, SQL, and Amplitude for data analysis and issue identification. My ability to triage platform issues and collaborate effectively with developer teams has been instrumental in delivering timely solutions and maintaining high levels of customer satisfaction.
Moreover, my tenure as a Technical Support Engineer at Shopify equipped me with expertise in utilizing tools like Datadog and Splunk for backend analysis and troubleshooting. I have a proven track record of collaborating closely with engineering and developer teams to drive solutions and prioritize support requests based on severity and complexity. Additionally, my proficiency in HTML and CSS troubleshooting ensures that customer sites meet acceptable loading speeds and SEO optimization standards.
I have a very strong background in Software as a Service Platforms for eCommerce, App development and Automotive industries from a retail and fleet perspective. I excel at documenting, refining and enhancing knowledge base articles and creating process maps and process guides for Warranties and RMA, Troubleshooting, and Concern handling.
