ERIKA LEWIS
Atlanta,United States
Summary
Dynamic Tier I Support professional with Autodesk, adept at resolving complex technical issues and enhancing customer engagement. Proven analytical skills and expertise in Autodesk products drive impactful solutions. Recognized for mentoring peers and maintaining a positive attitude under pressure, ensuring high-quality support and user satisfaction.
Overview
14
14
years of professional experience
Work History
Tier I Support
Autodesk
01.2023 - Current
- Supported customers and internal users utilizing Autodesk Construction Cloud and other Autodesk products across multiple platforms.
- Engaged via live chat, email, screen-share, and phone to resolve technical issues and answer product inquiries.
- Conducted thorough investigations of technical issues, logging cases with detailed information for each resolution.
- Ensured high-quality interactions in every customer engagement while driving feedback to internal teams.
- Managed requests effectively, serving as liaison with Sales, Customer Success, Engineering, Operations, Marketing, and Finance.
- Collaborated daily with Tier 2 Team, SMEs, and Support Leadership to communicate support issues and user concerns.
- Participated in support-related projects leveraging unique skillsets to enhance team impact.
- Attended weekly in-office meetings for coaching sessions and training events.
Software Support Specialist
Optimum Healthcare IT LLC
01.2012 - 11.2023
- Provided technical support for healthcare IT systems and applications.
- Assisted users in troubleshooting software-related issues effectively.
- Documented software bugs and collaborated with development teams on fixes.
- Conducted training sessions for staff on new software features and updates.
- Managed user access permissions and ensured system security compliance.
- Analyzed user feedback to identify areas for software improvement.
- Coordinated with vendors to resolve complex technical problems swiftly.
- Maintained knowledge of industry trends in healthcare technology solutions.
- Provided remote assistance when needed via telephone, email or remote desktop tools.
Education
B.A. - Science
The University of Memphis
Memphis, United States05.2008
Skills
- Analytical and debugging skills
- CRM and issue tracking tools
- Verbal and written communication
- Autodesk product expertise
- Problem solving
- Tier 1 support
- Customer engagement
- User training
- Calm under pressure
- Positive attitude
- Mentoring and enablement
- Mobile application support
Summary
Experienced and dedicated Software Support Specialist with over 13 years of expertise in managing and improving software systems, particularly within the healthcare sector. Skilled in troubleshooting, customer support, and resolving technical issues across various platforms. Seeking to utilize my extensive background and technical skills in a technical support role within a dynamic organization. Committed to obtaining additional certifications within three months of employment if required.
References
References available upon request.
Timeline
Tier I Support
Autodesk
01.2023 - Current
Software Support Specialist
Optimum Healthcare IT LLC
01.2012 - 11.2023
B.A. - Science
The University of Memphis