LOUISE DUFFY

• Effectively managed and resolved an average of 20+ customer inquiries per day through various channels including phone, email, and chat, achieving a 95% customer satisfaction rating
• Analyzed customer feedback and support metrics to identify trends and areas for improvement
• Developed and implemented new support procedures and knowledge base documentation
• Worked closely with faculty and staff, to relay feedback and influence product enhancements
• Generated weekly and monthly reports on support performance metrics and customer feedback for senior management, providing actionable insights that informed strategic decisions

• Provided first-line technical support to a user base of over 500 teachers, troubleshooting and resolving issues related to hardware, software, and network connectivity.
• Managed and prioritized support requests through ServiceNow.
• Conducted remote troubleshooting sessions using TeamViewer, effectively resolving complex issues without requiring on-site visits.
• Assisted in the deployment and configuration of new computer systems, including the installation of operating systems, drivers, and essential software applications.
• Developed and maintained documentation for common issues and solutions, contributing to a comprehensive knowledge base that reduced the average support request handling time by 25%.
• Collaborated with other IT teams to escalate and resolve more complex technical problems, ensuring timely and effective solutions for end users.
• Trained and mentored new help desk staff on best practices and troubleshooting techniques, enhancing the team's overall efficiency and effectiveness.

i3-Software & Services is a leading developer of technical solutions for the public sector. Offering a full range of software solutions, consulting services, and hardware administration to operate courthouses, property appraisers, assessors, tax collectors, school boards and districts, sheriff's offices, and other municipalities.

• Effectively managed and resolved an average of 50+ customer inquiries per day through various channels, including phone, email, and chat, achieving a 95% customer satisfaction rating.
• Analyzed customer feedback and support metrics to identify trends and areas for improvement.
• Developed and implemented new support procedures and knowledge base articles.
• Worked closely with cross-functional teams, including Product, Engineering, and Marketing, to relay customer feedback and influence product enhancements, resulting in a 20% increase in feature adoption.
• Generated weekly and monthly reports on support performance metrics and customer feedback for senior management, providing actionable insights that informed strategic decisions.

Red Matter provides scalable, resilient technology that drives customer acquisition and reduces churn value through network-based voice services and applications.

• Developed and executed comprehensive test plans and test cases for a suite of web and mobile applications across different environments and configurations, including Windows, Linux, and macOS, ensuring alignment with project requirements and user needs.
• Led end-to-end testing for high-impact features and releases, identifying critical defects, and ensuring timely resolution with the development team.
• Collaborated with cross-functional teams, including developers, product managers, and UX/UI designers, to refine requirements and enhance software quality.
• Utilized JIRA and TestRail for defect tracking, reporting, and managing test cases, facilitating clear communication and transparency within the team.
• Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
• Assisted in developing automated scripts for end-to-end validation testing purposes.
• Provided technical support in troubleshooting customer problems encountered during product usage.
• Ensured compliance with industry standards such as ISO 9001, 2015 Quality Management System.
• Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
• Performed database testing using SQL queries to validate data integrity and ensure accurate data handling within the application.
• Participated in Agile/Scrum ceremonies, including daily stand-ups, sprint planning, and retrospectives, contributing to project alignment and team collaboration.