Websites
Languages
Summary
Skills
Work History
Education
VOLUNTEER EXPERIENCE
BusinessAnalyst
Behulum Wude

Behulum Wude

Product Support Analyst
Burlington,VT

Languages

Amharic
Native or Bilingual
English
Full Professional

Summary

Dedicated Technical Support professional with a history of meeting company goals, collaborating successfully across departments, and improving user experience. Skilled in working under pressure and adapting to new challenges.

Skills

  • Technical tools utilized: Jira, Zendesk, Intercom, salesforce, GitHub, SQL, Troopers, Dropbox, MongoDB, Full story, MS office, chrome developer tools, and Google workplace
  • Expert knowledge of system administration and security protocols for client/server environments deployed using Windows and Linux
  • Ability to quickly grasp relevant technological and business concepts that impact digital products
  • Excellent verbal and written communications skills primarily relating to technical content
  • Strong customer relations skills with experience demonstrating the ability to support end users directly, effectively, and patiently
  • Strong critical and analytical thinker with good judgment and the ability to perform complex tasks
  • Knowledge of database structures and ability to write SQL queries
  • Ability to maintain, develop, document, and create training materials for SaaS, POS, ERP, and ECR/ECO

Work History

Product Support Analyst

Bowery Valuation
07.2022 - Current
  • Support Bowery Appraisal Web Application (SaaS) by investigating, troubleshooting, and resolving internal user issues
  • Support the Bowery Inspection iOS application by administrating users and troubleshooting any user problems
  • Experience with database performance tuning, Query optimization, analyzed logs and traces; significantly improved application response time by changing database configuration parameters
  • Collaborate with the engineering and product team to improve the Bowery Appraisal Web Application and process with a variety of software
  • Create 30+ bug tickets per month for the engineering team in Jira with detailed information on the issues that users are facing
  • Collaborate with the development team to identify, validate and create workarounds for issues, assist with manual testing (QA) and feature requests (Using software called Aha)
  • Use SLA as a measure to report progress and achievements and regularly provide statistics and improvement plans to upper management
  • Tools utilized at Bowery: Jira, MongoDB, Dropbox, Salesforce, Fullstory, Datadog, Trooper, Aha, Chrome Developer Tools
  • Strong contributor to both internal and external knowledge bases

Product Support Specialist

Dutchie
11.2021 - 06.2022
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules
  • Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls
  • Provided technical support for POS software for end-user via email, phone, and chat services using Zendesk
  • Created problem and bug tickets in Zendesk and communicate daily with product and engineering teams to solve any user-facing issues
  • Provided education including technical, product, and compliance-related support for LeafLogix end-users
  • Identified hardware and software solutions, managed multiple complex issues simultaneously, tested and verified solutions to new problems
  • Participated in knowledge sharing and issue escalations and resolutions within LeafLogix Support and cross-functional teams
  • Tools utilized at Dutchie: Jira, SQL, Salesforce, Fullstory, Zendesk, Chrome Developer Tools, and MS office

Product Support Specialist

Envel
10.2020 - 11.2021
  • Provided technical support as a front-line support professional, helping customers troubleshoot and solve problems via chat, phone, and email
  • Helped define, design, and test new functionalities while collaborating with other teams in the organization, both international and domestic
  • Updated internal databases with information about technical issues and useful discussions with customers
  • Shared feature requests ideas and effective workarounds with team members and end users
  • Identified, triaged and escalated issues to internal personnel along with clear outlines of problems and technical details
  • Led technical training and office hours to promote product mastery on a support team of 8 agents
  • Helped the transition from Zendesk to the intercom ticketing system
  • Created and delivered effective training programs (e.g., product installation, application, service, and troubleshooting)
  • Collaborated with engineering and product teams to identify bugs and deploy fixes for any occurring issues in the mobile application
  • Participated in creating knowledge-based articles for internal and external users
  • Tools utilized at Envel: Intercom, Salesforce, Fullstory, Zendesk, Confluence, MS office, and Google workplace

Product Support Specialist

ID.me
01.2020 - 08.2020
  • Provided technical support for identity verification software via email, phone, chat, and zoom services
  • Created problem and bug tickets in Zendesk with detailed information on occurring issues
  • Provided support for 50+ end users a day with onboarding, identity verification, and document review
  • Participated in creating knowledge-based articles for internal and external users
  • Reviewed 50 to 100 user documents a day, helping users navigate the right document for identity verification
  • Provided end users with installing and configuring computer and mobile applications via phone, chat, email, and remote access system
  • Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls
  • Escalated technical issues further into Engineering, Product Management, and other Department Managers
  • Documented technical knowledge in the knowledge article database
  • Tools utilized at ID.me: Fullstory, Zendesk, Confluence, MS office, and Google workplace

Program Director

Action For Youth And Community Change
01.2014 - 02.2016
  • Provided ongoing administration and leadership for program operations
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones
  • Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance
  • Maintained and monitored project plans, project schedules, and budgets for community programs, summer events, and academic-year youth programs
  • Hired and supervised trainers who led programs related to music, theater, and gymnastics for more than 50 children per year
  • Documented and followed up on program activities, and prepared necessary presentation materials for meetings with the Board of Directors and donors

Education

Certification - IT Support

Merit America
Washington, DC
01.2020

Bachelor of Science - Information Technology

Hawassa University
Ethiopia
2014

VOLUNTEER EXPERIENCE

  • Aikido Instructor for adult and youth program at Aikido Ethiopia, Hawassa, Ethiopia project, and Kenya project
  • Painted and coordinate Mural art projects at the Awassa youth campus, Awassa children center, and Megabi skate
  • Volunteer at Feeding Chittenden food shelf in Burlington, VT

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Behulum WudeProduct Support Analyst