Kachi Kalu
Austin,TX
Summary
Results-driven Tier II Technical Support Engineer with a proven track record in advanced technical assistance and troubleshooting. Skilled in problem- solving and understanding diverse software and hardware systems. Experienced with SaaS products and tools like Zendesk and Salesforce. Highly organized, self-starter in remote teams, committed to timely solutions. Strong communicator, collaborating effectively with cross-functional teams for optimal customer support.
Overview
5
5
years of professional experience
Work History
Tier II Technical Support Specialist
RapidDeploy
Austin, TX
04.2023 - Current
- Provide technical support for healthcare software applications via phone, email, and remote sessions, resolving 150+ client issues monthly and ensuring optimal system performance
- Troubleshoot and resolve application issues, including system errors, data discrepancies, network connectivity, and interface problems, achieving a first-contact resolution rate of 85%
- Work closely with Engineering and Product teams to identify and resolve software defects, contributing to a 15% decrease in recurring issues
- Conduct training sessions for internal teams and clients, enhancing their understanding and utilization of the software applications, leading to a reduction in support requests
- Develop and maintain 50+ support documentation and knowledge base articles in
- Jira/Confluence, reducing average issue resolution time by 20%
- Document and maintain support cases in the company CRM system, tracking all support activities and resolutions with 100% accuracy.
Biomedical Technician II
Trimedx
Austin, TX
08.2021 - 05.2023
- Troubleshot and resolved tier II technical issues daily to ensure customer satisfaction, utilizing extensive knowledge of hardware and software troubleshooting techniques
- Achieved a customer satisfaction rating of 95% based on customer feedback surveys, reflecting excellent service delivery and a customer- focused approach
- Collaborated with fellow technical support agents to refine the knowledge base, reducing call times by an average of 5-10 minutes while addressing recurring issues
- Demonstrated effective judgment in timely escalating support desk tickets to Level III for critical situations after thorough troubleshooting
- Collaborated with fellow technical support agents to refine the knowledge base, reducing call times by an average of 5-10 minutes while addressing recurring issues
- Conducted routine inspections of biomedical equipment, identifying and rectifying potential issues before they affect operations.
Biomedical Technician I
Trimedx
Indiana, IN
05.2019 - 08.2021
- Successfully resolved an average of 20 tier I technical issues daily, demonstrating strong troubleshooting abilities and efficiency.
- Achieved a 95% customer satisfaction rating based on feedback surveys, reflecting excellent service delivery and a customer-focused approach.
- Consistently met or exceeded key performance indicators, including maintaining an average resolution time of 15 minutes, surpassing the company benchmark of 20 minutes.
- Demonstrated excellent communication skills by effectively explaining complex technical concepts to customers, resulting in a 98% understanding rate.
- Actively participated in ongoing training and professional development programs to expand technical knowledge and stay updated with the latest industry trends.
Education
Associate of Science - Biomedical Engineering
Southern California Institute of Technology
Anaheim, CAAssociate of Science - Computer Information Systems
Austin Community College
Austin, TXSkills
- Zendesk
- Service Now
- Salesforce
- Azure
- Jira/Confluence
- Datadog
- SQL
- Python
- HTML
Timeline
Tier II Technical Support Specialist
RapidDeploy
04.2023 - Current
Biomedical Technician II
Trimedx
08.2021 - 05.2023
Biomedical Technician I
Trimedx
05.2019 - 08.2021
Associate of Science - Biomedical Engineering
Southern California Institute of Technology
Associate of Science - Computer Information Systems
Austin Community College
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