Jemma Hunter
Https://www.linkedin.com/in/jemmajhunter/
Summary
Experienced Technical Support Engineer with a proven track record in system troubleshooting, application support, and incident management. Known for analytical problem-solving skills and ability to work under pressure. Previous impact includes improved helpdesk response times, streamlined technical support processes, and enhanced customer satisfaction rates.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Engineer
Unqork
02.2022 - Current
- Collaborated with cross-functional teams to resolve critical client issues.
- Delivered valuable feedback by pinpointing areas for enhancement and feature development.
- Monitored system performance metrics to identify and mitigate environmental health risks.
- Identified platform bugs related to scheduled maintenance releases, and escalated them to the correct teams.
- Implemented process improvements to increase efficiency in support quality and ticket completion.
- Facilitate change management, environment upgrades, rollbacks, and features.
- Developed and implemented system testing frameworks to ensure functionality post-environment upgrades.
- Created and maintained comprehensive knowledge base articles containing solutions to technical challenges.
- Troubleshot and resolved problems promptly via ticketing system and calls, focus on technical support excellence.
- Handled difficult customer situations with effective de-escalation methods and supportive communication.
Technical Support Engineer III
Xactly
Denver
01.2019 - 02.2022
- Resolved integration issues in accordance with company Time to Resolution standards.
- Collaborated with the software development team on reported errors and bugs, contributed to code migrations, and tested fixes in a sandbox environment.
- Maintained comprehensive records of errors with corresponding root causes in Salesforce/Jira systems.
- Showcased ability to implement minor script, XSQL, and process changes to resolve customer integration issues.
- Conveyed complex technical concepts in simplified language to ensure understanding among non-technical stakeholders.
- Created 30+ comprehensive documents to optimize onboarding processes and elevate team efficiency.
- Guided onboarding processes to ensure seamless integration and team growth.
- Exhibited skill in analyzing challenges autonomously and organizing tasks proficiently.
Application Support Engineer
Humana
04.2017 - 01.2019
Education
Bachelor of Science - Information Technology
University of South Florida
Certificate - Database Administration
Hillsborough Community College
Skills
- Performance Analysis
- Incident management
- Advanced troubleshooting
- Linux Knowledge
- Integration Support
- Remote Technical support
- Training and mentoring
- Mongo DB, Datadog, LogRocket
- SQL / DBMS
- SalesForce, Zendesk
- JIRA Proficiency
- Microsoft Office Applications
- FTP and IP Configuration
- Postman and REST API
- AWS / Kubernetes
- Authorization Protocols
Timeline
Senior Technical Support Engineer
Unqork
02.2022 - Current
Technical Support Engineer III
Xactly
01.2019 - 02.2022
Application Support Engineer
Humana
04.2017 - 01.2019
Bachelor of Science - Information Technology
University of South Florida
Certificate - Database Administration
Hillsborough Community College
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