Summary
Overview
Work History
Skills
Timeline
Generic

Janelle Selmer

Urbandale,Iowa

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

10
10
years of professional experience

Work History

Senior Technical Support Specialist

ABSENCESOFT
Denver, Colorado
01.2025 - Current
  • Respond to client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line.
  • Work directly with clients, as well as Development and Quality Assurance teams to identify, triage, and resolve system issues.
  • Leverage logging tools and query editors to review Incidents and determine cause and scope to aid in resolution or provide technical details to Development when appropriate.
  • Perform production support hand-off presentations, support tool training, and other ad hoc training as needed, using Zoom Meeting or other web-hosted service.
  • Document frequently asked questions and prepare knowledge-based content and requirements and user stories for production issues and feature requests.
  • Coordinate with various teams to prioritize tickets, analyze root cause, and assist in efficient resolution of all production processes.
  • Responsible for following Incident Management response and escalation procedures and serve as a point-of-contact during major incidents.
  • Resolve Technical Support issues (Tier 2) with an eye for detail, procedural accuracy, and strong analytical best practices.
  • Maintain a detailed understanding of product architecture, technical components and application functionality across multiple product lines.

Application Support Analyst

ALIGHT SOLUTIONS
Denver, Colorado
10.2022 - 09.2024
  • Collaborated with developers, analysts, and project managers to expedite incident resolutions for absence / leave management software.
  • Worked extensively with Customer Success Managers and engineering teams to resolve complex issues and enhance customer experience.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Managed on-call support for web- and client-based applications, files, and data feeds to prevent impact on business.
  • Troubleshoot incidents reported by end users to schedule system changes and identify permanent solutions.
  • Utilized monitoring tools daily to understand baselines and detect potential issues to help with decreasing P1 and P2 outages.
  • Strived to exceed SLAs and KPIs, consistently maintaining high standards of service quality, including an SLA achievement rate of over 85%. Conducted root cause analysis on recurring incidents to identify improvement opportunities in application design or support procedures.
  • Led the Major Incident Management process responsibilities to include the following: incident classification and prioritization, escalation, collaboration, incident logging, and major incident review.
  • Analyzed production issues from business and the application/code perspective and outlined corrective actions.
  • Maintained defined incident and outage response and resolution SLAs by having individual SLO % of 85% or higher.
  • Reduced tickets sent to L3 by having individual FCR % of 35% or higher.
  • Ensured RCAs for all P1 outages were completed within two business days and RCAs for all P2 outages were completed within three business days.
  • Cooperated with team to meet and exceed SLAs based on priority: P1 – 85% resolved in less than four hours; P2 – 80% resolved in less than eight hours; P3 – 80% resolved within three business days; and P4 – resolved within five business days.
  • Maintained a monthly escalation rate of

Software Support Specialist

ARCORO
Des Moines, Iowa
11.2019 - 10.2022
  • Served as a product expert and directly addressed customer inquiries, successfully escalating technical issues to ensure resolution.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues for hiring / absence management software.
  • Created and maintained documentation of customer interactions and technical solutions, enabling better self-service options for future inquiries.
  • Acted as a liaison between users and IT teams to communicate needs and ensure solutions were implemented, conferring with higher-level IT personnel as needed.
  • Developed processes, documentation, tools, and workarounds to remediate issues for end users without engaging software engineering or other teams.
  • Provided post-implementation support, including monitoring application performance.
  • Delivered outstanding customer service by providing friendly, timely assistance and resolving issues efficiently, resulting in a 97% customer satisfaction rating.
  • Managed an above-average first-call resolution percentage of 70% monthly.
  • Achieved an average ticket resolution time of less than three business days, lower than the team benchmark.
  • Assisted with decreasing system-related user complaints by 30% through development and coding improvements.

Operations Support Specialist

DHI GROUP, INC.
Des Moines, Iowa
02.2015 - 11.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
  • Met changing demands by recommending improvements to business systems or procedures.
  • Prioritized tasks based on urgency and importance.
  • Used time management tools and techniques to stay organized and meet deadlines.
  • Regularly reviewed and assessed processes for improvement opportunities.
  • Implemented best practices and innovative solutions to streamline operations.
  • Displayed a high accuracy in managing processes, conducting audits, and preparing reports.
  • Ensured meticulous execution of tasks to maintain quality standards.
  • Chosen by leadership to assist with new hire training and work on special projects for the operations team.
  • Served customer account and technical needs across 50 daily calls, consistently meeting productivity and quality targets.
  • Maintained a customer satisfaction average of 97%.
  • Prioritized customer inquiries to ensure the most pressing issues were addressed promptly, contributing to a consistently high customer satisfaction score.

Skills

Zendesk
Confluence
ServiceNow
Salesforce

SQL Management Studio
New Relic
Incident Management
JIRA

Timeline

Senior Technical Support Specialist

ABSENCESOFT
01.2025 - Current

Application Support Analyst

ALIGHT SOLUTIONS
10.2022 - 09.2024

Software Support Specialist

ARCORO
11.2019 - 10.2022

Operations Support Specialist

DHI GROUP, INC.
02.2015 - 11.2019

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