Behulum Wude
Burlington,VT
Summary
Accomplished Senior Technical/Product Support Specialist with extensive experience in hardware, software applications, network configuration, implementation, client onboarding, and desktop support. Proven innovator adept at providing accurate and efficient solutions to resolve client issues. Known for developing strong client relationships and delivering projects on time. A well-rounded and reliable leader with outstanding communication and interpersonal skills, excelling in high-pressure situations while maintaining tact and composure when interfacing with clients under stress.
Overview
4
4
years of professional experience
Work History
Technical /Digital Support Specialist
VERMONT FEDERAL CREDIT UNION
05.2023 - Current
- Provided technical support to the call center and member support department, collaborating with cross-functional teams to escalate and resolve complex technical challenges efficiently.
- Successfully contributed to the implementation of a cutting-edge digital banking platform, enhancing user experience by providing comprehensive troubleshooting guidance and proactively identifying system vulnerabilities.
- Spearheaded the implementation of new support tools that boosted team productivity and established a knowledge base for efficient issue resolution, significantly reducing ticket backlog.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients and documenting customer interactions accurately in the support database.
- Evaluated third-party vendors for compatibility with existing systems during integration planning phases, ensuring seamless integration and optimal performance.
Product Support Analyst I
BOWERY VALUATION
07.2022 - 01.2023
- Support Bowery Appraisal Web Application (SaaS) by investigating, troubleshooting, and resolving internal user issues.
- Collaborate with the engineering and product team to improve the Bowery Appraisal Web Application and process with avariety of software.
- Create 30+ bug tickets per month for the engineering team in Jira with detailed information on the issues that users are facing.
- Use SLA as a measure to report progress and achievements and regularly provide statistics and improvement plans to upper management and contributor to both internal and external knowledge bases articles.
- Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
Application Support Specialist
Envel
10.2020 - 06.2022
- Provided technical support as a front-line support professional, helping customers troubleshoot and solve their technical problems via chat, phone, and email.
- Shared feature request ideas and effective workarounds with team members and end users and identified, triaged, and escalated issues to internal personnel along with clear outlines of problems and technical details.
- Collaborated with engineering and product teams to identify bugs and deploy fixes for any occurring issues in the mobile application.
- Engaged clients to assess operations, identify, analyze, and resolve issues prior to escalation to ensure smooth, uninterrupted financial operations.
- Researched and analyzed market data changes to project needs and technologies to assist clients in determining hardware and software strategies.
Customer Support Specialist
ID.me
01.2020 - 08.2020
- Created problem and bug tickets in Zendesk with detailed information on occurring issues.
- Provided support for 50+ end users daily with onboarding, identity verification, and document review and created 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 systems and escalated technical issues further into engineering, design, and another department
Education
HAWASSA UNIVERSITY, Ethiopia
IT Support Professional Certificate
MERIT AMERICA
UX/UI Design Professional Certificate
Coursera
Cybersecurity Certificate (In Progress)
Google / Coursera
Skills
Extensive experience in managing and supporting TCP/IP networks, LAN/WAN, VPN, and remote connectivity solutions, with expertise in a wide range of software applications including Office 365 Enterprise, Citrix, Salesforce, ServiceNow, SQL Server, Adobe Acrobat, Oracle, Windows 8 & 10, Java, JavaScript, Python, Future Source, E Signal, LINUX, Jira, Zendesk, Intercom, Confluence, GitHub, SQL, Troopers, Dropbox, MongoDB, Fullstory, MS Office, G-Suite, DNA, Cview, NCR, Alkami, Payrailz, and DNA (Fiserv) Adept in technical troubleshooting and creating technical documentation
Timeline
Technical /Digital Support Specialist
VERMONT FEDERAL CREDIT UNION
05.2023 - Current
Product Support Analyst I
BOWERY VALUATION
07.2022 - 01.2023
Application Support Specialist
Envel
10.2020 - 06.2022
Customer Support Specialist
ID.me
01.2020 - 08.2020
HAWASSA UNIVERSITY, Ethiopia
IT Support Professional Certificate
MERIT AMERICA
UX/UI Design Professional Certificate
Coursera
Cybersecurity Certificate (In Progress)
Google / Coursera
Similar Profiles
Kristina ChauKristina Chau
Member Experience Specialist at Vermont Federal Credit UnionMember Experience Specialist at Vermont Federal Credit Union
Brittany GoyetteBrittany Goyette
Financial Analyst at Vermont Federal Credit UnionFinancial Analyst at Vermont Federal Credit Union
Kalli GravelineKalli Graveline
Call Center Representative at Vermont Federal Credit UnionCall Center Representative at Vermont Federal Credit Union
Briana SadlerBriana Sadler
Director of Operations and Finance at Vermont Biomedical Research Network, University of VermontDirector of Operations and Finance at Vermont Biomedical Research Network, University of Vermont
Tim LewisTim Lewis
Workforce Planner/Reports Administrator at Gardener's Supply CompanyWorkforce Planner/Reports Administrator at Gardener's Supply Company