Christy Nogosek

• Assist Support Analyst via teams chats or calls to discuss customer cases to ensure prompt resolution and high customer satisfaction.
• Work on cases escalated from Support Analyst to determine root cause of customer issues and provide solutions.
• Create and update Knowledge Articles for both the internal database and customer portal.
• Work closely with our development team on issues that require development assistance. Attempt to recreate customer issue, review logs, make notes in Jira on my findings and communicate priority.
• Meet with product developer and development manager when deciding which items to put on the Roadmap for an upcoming product release.
• Test bug fixes and enhancements for new product releases.
• Assist with training for support analyst for the products I support.
• Simultaneously work on multiple issues, projects, and tasks.
• Assist support analysts on-call during off hours and weekends when assistance is needed.

• Answered customer calls and provided timely support for their issues.
• Utilized my technical skills to troubleshoot the cause of a customer issue and provide satisfactory solutions.
• Strived to provide high customer satisfaction.
• Communicated clearly with the Support Engineer (RTC) on any issues I needed to escalate to include what I had found, what was tried, where logs and data were restored, and what the customers urgency and expectations were.
• Assisted with QuickLooks for product releases.
• Assisted with mentoring new support analyst.
• Did product demos for customers.
• Co-hosted a couple of webinars.

• Held numerous positions as a vendor for IBM.
• Technical Support for PM/400 and Small Products queues.
• First level manager for CTG vendor employees.

- Bi-weekly 1-1's

- Obtained feedback from IBM managers of the CTG employees working in their departments.

- Wrote and delivered Performance Reviews

• Prior to working on technical queues was in the call center routing customer calls to appropriate queues, ordering PTFs, and training.