Angela Saylor
Charlotte,United States
Summary
Results-driven Technical Support Engineer with over ten years of experience in resolving complex technical challenges and improving customer satisfaction. Spearheaded major customer transition initiatives, collaborated cross-functionally to enhance product functionality, and consistently achieved high response times, ensuring client retention and operational excellence.
Overview
18
18
years of professional experience
Work History
Technical Support Engineer
Intradiem
02.2023 - Current
- Enhanced customer satisfaction and issue resolution through effective technical support.
Led major customer transition project, ensuring smooth integration and client retention. - Resolved customer inquiries using advanced troubleshooting techniques and tools.
- Maintained system performance by monitoring and diagnosing network issues.
- Trained new team members, consistently exceeding quarterly goals for customer satisfaction and response times.
- Collaborated with development teams to enhance product functionality and user experience.
Technical Support Manager
MANTL
04.2022 - 01.2023
- Managed support tickets in Freshdesk and Zendesk, expediting resolution of technical issues.
- Delivered front-line support for account origination platform, enhancing client satisfaction through effective troubleshooting.
- Created knowledge base in Notion, documenting application errors and resolutions to improve team efficiency.
Technical Support Manager
Ekos
Charlotte, NC
01.2022 - 04.2022
- Led technical support team in resolving customer inquiries and issues promptly.
- Implemented troubleshooting procedures to enhance response times.
- Developed training materials for support staff regarding new system features.
- Streamlined inventory management and sales workflows to optimize craft production efficiency.
- Collaborated with over 200 craft producers to ensure seamless SaaS product implementation.
Technical Support Team Lead
Ekos
Charlotte, United States
06.2021 - 01.2022
Senior Technical Support Specialist
Ekos
Charlotte, United States
03.2021 - 06.2021
Technical Support Specialist
Ekos
Charlotte, United States
12.2019 - 03.2021
Technical Support Analyst
Aymira Healthcare Technologies, LLC
Charlotte, United States
07.2019 - 12.2019
- Delivered technical support for OnTarget solution, enabling social workers to efficiently manage accounting and case notes.
- Provided on-site support, enhancing operational efficiency and ensuring user satisfaction.
- Collaborated with engineering team to resolve defects and facilitate deployments.
- Completed SQL beginner and advanced courses at UNCC to enhance technical skills.
Technical Product Support Manager
AvidXchange, Inc.
Charlotte, NC
08.2018 - 07.2019
- Managed product support operations for financial technology solutions.
- Led product support team to provide timely and effective service, enhancing customer satisfaction.
- Collaborated with cross-functional teams to resolve customer issues efficiently.
- Developed training materials for product knowledge and customer service skills.
Technical Support Team Lead
AvidXchange, Inc.
Charlotte, NC
06.2017 - 08.2018
Technical Support Specialist
AvidXchange, Inc.
Charlotte, NC
06.2015 - 06.2017
Vendor Services Analyst
AvidXchange, Inc.
Charlotte, North Carolina
12.2013 - 06.2015
Employment Specialist / Qualified Professional
ADEPT Nonprofit Services, Inc
Union/Stanly County, North Carolina
10.2009 - 12.2013
EC Vocational Instructor
Charlotte-Mecklenburg Schools
Charlotte, North Carolina Area
05.2012 - 05.2013
English Teacher
Kid's College
Mapo-gu, Korea
04.2010 - 06.2011
Elementary TOEFL Teacher
Kim Hyo Jung Academy
Anyang, South Korea
06.2008 - 06.2009
Education
TESL Certificate -
International Open Academy
01-2017
Bachelor's degree - English Language and Literature, General
The Evergreen State College
Olympia, WA01-2005
Liberal Arts and Sciences, General Studies and Humanities
Central Piedmont Community College
Charlotte, NC01-2000
Continuing Education - Database Fundamentals
Central Piedmont Community College
Charlotte, NCContinuing Education - Data Modeling/Warehousing and Database Administration
Central Piedmont Community College
Charlotte, NCSkills
- Technical support
- Software troubleshooting
- Incident management
- Case management
- User onboarding
- Documentation management
- Knowledge management
- Amazon Web Services (AWS)
- Elastic Stack (ELK)
- Postman API
- Scripting languages
- SQL database management
Personal Information
Title: Technical Support Engineer @ Intradiem | Customer Satisfaction, Issue Resolution
Languages
Korean
Timeline
Technical Support Engineer
Intradiem
02.2023 - Current
Technical Support Manager
MANTL
04.2022 - 01.2023
Technical Support Manager
Ekos
01.2022 - 04.2022
Technical Support Team Lead
Ekos
06.2021 - 01.2022
Senior Technical Support Specialist
Ekos
03.2021 - 06.2021
Technical Support Specialist
Ekos
12.2019 - 03.2021
Technical Support Analyst
Aymira Healthcare Technologies, LLC
07.2019 - 12.2019
Technical Product Support Manager
AvidXchange, Inc.
08.2018 - 07.2019
Technical Support Team Lead
AvidXchange, Inc.
06.2017 - 08.2018
Technical Support Specialist
AvidXchange, Inc.
06.2015 - 06.2017
Vendor Services Analyst
AvidXchange, Inc.
12.2013 - 06.2015
EC Vocational Instructor
Charlotte-Mecklenburg Schools
05.2012 - 05.2013
English Teacher
Kid's College
04.2010 - 06.2011
Employment Specialist / Qualified Professional
ADEPT Nonprofit Services, Inc
10.2009 - 12.2013
Elementary TOEFL Teacher
Kim Hyo Jung Academy
06.2008 - 06.2009
TESL Certificate -
International Open Academy
Bachelor's degree - English Language and Literature, General
The Evergreen State College
Liberal Arts and Sciences, General Studies and Humanities
Central Piedmont Community College
Continuing Education - Database Fundamentals
Central Piedmont Community College
Continuing Education - Data Modeling/Warehousing and Database Administration
Central Piedmont Community College