BRITTANY NWOBU
Backblaze
Roselle,NJ
Summary
Detail-oriented technical support professional with 8+ years supporting SaaS platforms and IT systems in B2B settings. Skilled in managing complex customer issues, from investigation to resolution, including troubleshooting integrations and collaborating with Engineering on escalations. Committed to systematic troubleshooting and effective customer communication in high-volume remote environments.
1
Certification
9
years of professional experience
Work History
Customer Support Technician
2 Years 7 Months- Managed high-volume customer conversations in Zendesk while maintaining strong SLA performance and providing clear, thorough explanations tailored to each customer's technical level.
- Troubleshot customer-reported issues on backup integrity, drive visibility, data inheritance, storage configuration, and billing by analyzing logs and system behavior for timely resolution.
- Managed high-volume customer interactions in Zendesk, achieving strong SLA performance and delivering clear, tailored technical explanations.
- Reproduced product issues, documented investigation findings, and partnered with Engineering and Product teams on escalations and workflow improvements.
- Created knowledge-base documentation to enhance customer self-service and decrease repeat support inquiries.
- Worked remotely to provide customer support and address technical issues.
Level 2 Technical Support
1 Year 8 Months- Provided advanced B2B SaaS application support, owning escalated issues involving system behavior, databases, configurations, and integrations.
- Analyzed application logs, configuration details, and database data to isolate root causes, reproduce defects, and distinguish product issues from environment or configuration problems.
- Executed SQL queries and scripts to investigate and resolve data-related application issues, enhancing troubleshooting efficiency.
- Partnered with Development to thoroughly document software defects and performed functional testing to validate fixes before resolution.
- Managed technical investigations and customer communications while ensuring adherence to SLA and high customer satisfaction.
- Remote
Network Technician
10 Months- Troubleshot WAN/LAN connectivity, routers, wireless connections, and in-home networking equipment, enhancing customer experience.
- Monitored network performance and service outages, isolated connectivity issues, and restored service, reducing downtime impacts.
- Documented incidents and escalated complex cases to field technicians or engineering teams, ensuring clear communication of troubleshooting findings.
IT Support Specialist (Level 2)
2 Years 3 Months- Supported more than 1,000 users across corporate, retail, and warehouse environments by resolving complex technical and POS system issues.
- Managed Active Directory user accounts and permissions, troubleshooting hardware, software, access, and transaction-related problems to ensure seamless user operations.
- Supported system deployments, hardware staging, endpoint setup, and ongoing maintenance, enhancing system reliability across multiple business environments.
- Documented technical issues and coordinated with internal teams and vendors to facilitate timely resolution and minimize downtime.
IT Support Technician
4 Months- Provided front-line IT support through phone and ticketing channels for hardware, software, access, and user-reported technical issues.
- Conducted structured troubleshooting and root cause analysis, escalating issues with clear documentation for effective resolution.
- Logged and tracked incidents in ServiceNow, ensuring timely resolution and maintaining clear communication with customers.
IT Technician
3 Months- Troubleshot hardware, software, and network issues, ensuring swift resolution across multiple client environments.
- Supported WAN/LAN, VPN, routers, firewalls, and Microsoft systems, documenting and tracking issues in ConnectWise to enhance service delivery.
- Adapted troubleshooting and communication strategies to meet diverse technical needs across varied client environments.
Education
Bachelor's Degree - Information Technology
Skills
PRODUCT SUPPORT Complex SaaS troubleshooting
INVESTIGATION Log analysis
Root cause analysis
Bug reproduction
SQL
TOOLS & DATA Zendesk
ServiceNow
ConnectWise
Salesforce
SYSTEMS & CLOUD Windows
MacOS
Cloud storage solutions
Data recovery methods
Active Directory
DNS
DHCP
VPN
WAN/LAN
Ticket ownership
Customer communication
Certification
CompTIA A+ | In Progress
Personal Information
Title: PRODUCT SUPPORT SaaS TECHNICAL SUPPORT
Timeline
Customer Support Technician
Backblaze
11.2023 - 06.2026
Level 2 Technical Support
Eye Care Leaders
12.2021 - 08.2023
Network Technician
LTD Broadband
10.2020 - 08.2021
IT Support Specialist (Level 2)
Barneys New York
01.2018 - 04.2020
IT Support Technician
Tiffany & Co.
10.2017 - 02.2018
IT Technician
Unicom Solutions Group
07.2017 - 10.2017
Rutgers University
Bachelor's Degree from Information Technology