Hema Rose John
Dallas ,TX
Summary
A highly motivated and skilled Technical Applications Support Specialist with a strong background in troubleshooting, system support, and process improvement. Seeking to provide primary support for critical business and operational systems, ensuring system integrity, stability, and availability.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
Whirlpool Cooperation
Benton Harbor, MI
07.2019 - 05.2021
- Delivered technical support for enterprise systems, ensuring system integrity and availability.
- Acted as the primary point of contact for troubleshooting issues, reducing response time to user-reported problems by 20%.
- Assisted in managing and monitoring the trading environments, ensuring smooth execution of all scheduled tasks.
- Collaborated with development teams to isolate and resolve system performance issues.
- Provided training to new users and staff on system features and troubleshooting techniques
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Resolved 100+ technical support inquiries per day.
Technical Support Specialist
NorthgateArinso.inc
Cochin , India
06.2011 - 05.2013
- Supported and maintained operational business systems, addressing system issues to minimize impact on day-to-day business operations.
- Collaborated with IT teams to troubleshoot production problems and improve system reliability.
- Assisted with the configuration and implementation of new system updates and patches.
- Contributed to the ongoing development of monitoring tools to detect potential system failures before they impacted operations.
- Worked directly with users to understand system needs, providing prompt resolutions and training.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Documented support interactions for future reference.
Education
Bachelor of Technology - Electronics And Instrumentation
Mahatma Gandhi University
Kerala, India01-2011
Skills
Strong technical troubleshooting and system support skills
Experience with system monitoring and performance tuning
Ability to adapt quickly to new technologies and evolving processes
Excellent communication and collaboration skills with cross-functional teams
Familiarity with enterprise scheduling and trading environments
Strong problem-solving abilities and proactive approach to addressing system issues
Timeline
Technical Support Specialist
Whirlpool Cooperation
07.2019 - 05.2021
Technical Support Specialist
NorthgateArinso.inc
06.2011 - 05.2013
Bachelor of Technology - Electronics And Instrumentation
Mahatma Gandhi University