Carley Parris
Broken Arrow,OK
Summary
Proficient technical support professional with a focus on troubleshooting and process improvement. Expertise in remote support, ticket management, software automation, and cross-functional collaboration. Experience in resolving complex issues, training staff, and streamlining workflows to enhance efficiency. Committed to optimizing support processes and achieving exceptional customer outcomes.
Overview
8
8
years of professional experience
Work History
Technical Support Assistant
Lumistry, Inc.
07.2025 - 09.2026
- Responded to technical support requests, troubleshooting software issues and escalating complex cases.
- Monitored support queue, prioritized urgent issues, and maintained timely communication with customers.
- Guided users through account setup, password resets, and basic application navigation with clear instructions.
- Documented customer interactions, resolutions, and follow-up actions in ticketing system for accurate tracking.
Software Automation Engineer
Bullhorn
11.2021 - 10.2023
- Led regression automation across web applications, improving deployment confidence for engineering teams.
- Designed automation frameworks for Bullhorn ATS workflows using Selenium and API integrations.
- Developed reusable test suites to validate CRM functionality, data accuracy, and release quality.
- Collaborated with product and development teams to define test coverage for user stories and defects.
- Updated and maintained project documentation for detailed recordkeeping.
Technical Support Team Leader
Bullhorn
11.2020 - 01.2022
- Led technical support team handling Bullhorn ATS and CRM inquiries, ensuring consistent case resolution.
- Resolved complex platform issues across integrations, user access, and system configuration.
- Monitored support queues to maintain service levels and prioritize urgent customer issues.
- Streamlined daily support operations by refining workflow processes and ticket handling procedures.
Senior Technical Support Analyst
Bullhorn
09.2020 - 11.2020
- Resolved complex Bullhorn CRM and ATS support tickets across workflow, permissions, and configuration issues.
- Guided customers through product functionality, best practices, and issue resolution steps.
- Escalated technical defects with detailed reproduction notes to engineering teams.
- Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
Technical Support Analyst
Bullhorn
07.2018 - 09.2020
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
Education
Associate of Computer Science - Information Technology
Spartanburg Methodist College
Spartanburg, SCAssociate of Applied Science - Computer Programming & Software Development
Spartanburg Community College
Spartanburg, SCSkills
- Remote assistance
- Ticket management
- Remote support
- Technical resolution
- Automation
- Customer training
- Scripting languages
- Troubleshooting
- Active listening
- Verbal and written communication
Timeline
Technical Support Assistant
Lumistry, Inc.
07.2025 - 09.2026
Software Automation Engineer
Bullhorn
11.2021 - 10.2023
Technical Support Team Leader
Bullhorn
11.2020 - 01.2022
Senior Technical Support Analyst
Bullhorn
09.2020 - 11.2020
Technical Support Analyst
Bullhorn
07.2018 - 09.2020
Associate of Computer Science - Information Technology
Spartanburg Methodist College
Associate of Applied Science - Computer Programming & Software Development
Spartanburg Community College