Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
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Blerta Shima

Saugus,MA

Summary

Application Support Specialist with a proven track record at UKG, achieving a 100% customer satisfaction rate through expert technical problem-solving and exceptional customer service. Skilled in Network Protocols and Remote Support Tools, adept at diagnosing and resolving complex software issues, significantly enhancing operational efficiency.

Overview

15
15
years of professional experience

Work History

Application Support Specialist

UKG
01.2024 - Current
  • Organized online zoom meetings addressing client-specific accrual policy and time keeping implementations. Managed issues related to attendance, payroll regulations, scheduling conflicts, accrual discrepancies, and timeclock integration within the WFM system.
  • Diagnosed system errors and recommended solutions.
  • Successfully resolved customer issues, leading to a 100% satisfaction rate.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Monitored and recorded software bugs with JIRA.
  • Conducted one-on-one shadowing sessions to train new hires effectively.
  • Tested application functionality prior to release into production environment.
  • Collaborated with engineering team to resolve client issues during implementation phase.

Technical Support Engineer

UKG
01.2021 - 01.2024
  • Manage a high volume of incoming tickets, handling 10 or more cases daily on a team of 15 representatives, with an average of 180 incoming cases per day
  • Exceeded performance goals, achieving a monthly closing rate of 45%
  • Provided technical support to customers via phone, email, and remote assistance, addressing software and hardware issues promptly and effectively
  • Resolved complex technical problems by conducting in-depth troubleshooting, analyzing system logs, and collaborating with cross-functional teams
  • Assisted customers in configuring and troubleshooting network protocols, resolving connectivity issues, and ensuring optimal performance when configuring timeclocks for environments
  • Documented customer interactions, troubleshooting steps, and solutions in the knowledge base, enabling the creation of a comprehensive support repository
  • Collaborated with product development teams to identify and escalate software bugs, providing detailed feedback and suggestions for improvement
  • Managed and prioritized support tickets in the incident management system, consistently meeting or exceeding service-level agreements (SLAs)
  • Mentored and trained junior support engineers, sharing best practices, knowledge, and enhancing team efficiency
  • Configure different modules of the timekeeping application Pay Policy, Accrual Policy and Attendance Policy based on the requirements, to be compliant with local (US) labor laws and business policy
  • Assist clients with creating reports, ad-hoc queries and run scripts to analyze data for reporting for clients in timekeeping application
  • Schedule sessions with clients to go over training of product of workforce central timekeeping for new hires
  • Sessions included configuring widgets, schedules, accruals, work rules and pay codes
  • Achieved 90-95% satisfaction rating through consistent, proactive resolutions of customer issues.

Operation Representative

Toast INC
08.2019 - 01.2021
  • Assembled hardware orders in accordance with customer requirement
  • Build and test new hardware configurations, configured multiple printer models with IP addresses using python
  • Set up and configure routers and switches, configured hardware and software on devices
  • Set up access points, assigned them to restaurant and create restaurant accounts
  • Troubleshoot Aps
  • Provisioned Toast Go handheld devices.

Manager

Royal Pizza
06.2010 - 01.2018
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
  • Prepared for and executed new menu implementations.

Sales Associate

Macy's Fine Jewelry
  • Greeted customers and ascertained needs to ensure high quality service and appropriate product recommendations
  • Replenished merchandise from inventory when stock became low
  • Used Rf equipment to scan out damages, transfers, returns to vendor merchandise
  • Handled all customer relations issues in a gracious manner and in accordance with company policies
  • Build relationships with customers to increase the likelihood of repeat business
  • Reached sales goals every month.

Education

Information Technology, Information Technology -

University of Massachusetts Lowell
Lowell, MA
01.2022

Information Technology-Cybersecurity -

Middlesex Community College
Lowell
01.2018

Skills

  • Technical Problem Solving
  • Network Protocols (TCP/IP,DNS,DHCP)
  • Operating Systems (Windows, macOS)
  • Software/Application support
  • Remote Support Tools (GoToAssist, Zoom)
  • Customer Service Expertise
  • Analytical Problem Solving
  • ServiceNow and JIRA Experience
  • Documentation and Knowledge Base Management
  • Root Cause Analysis
  • Attention to Detail
  • Mobile application support
  • Application support

Languages

3,5

Languages

Albanian
Native/ Bilingual

Timeline

Application Support Specialist

UKG
01.2024 - Current

Technical Support Engineer

UKG
01.2021 - 01.2024

Operation Representative

Toast INC
08.2019 - 01.2021

Manager

Royal Pizza
06.2010 - 01.2018

Sales Associate

Macy's Fine Jewelry

Information Technology, Information Technology -

University of Massachusetts Lowell

Information Technology-Cybersecurity -

Middlesex Community College

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Blerta Shima