MARKOS ALEBACHEW
Opelousas,Louisiana
Summary
Solution-oriented Support Analyst known for high productivity and efficient task completion. Specialize in troubleshooting, data analysis, and customer service, ensuring smooth technology operations and user satisfaction. Excel in problem-solving, communication, and teamwork to deliver support that meets complex needs.
Overview
9
9
years of professional experience
Work History
Solution Support Analyst
Netsmart Technologies Inc. SimpleLTC
Richardson, USA
07.2022 - Current
- Provide technical support on our solution application for questions from clients regarding our SaaS software
- Analyze, diagnose, and resolve client questions or problems via various support platforms related to system configurations and setup, product functionality, bugs, and enhancement requests.
- Document problems and solutions on how to properly address client/product problems for widespread use throughout the support team
Graduation Support Specialist III
University of Texas at Dallas
Richardson, USA
11.2021 - 07.2022
- Evaluate student transfer credits, calculate transfer grade point average, determine eligibility for graduation, enter data into student records and ensure compliance with university policy
- Assist with planning and implementation of commencement exercises
- Examine student coursework records and analyze progression to degree certification, notifying students, faculty and advisors of coursework deficiencies
Enrollment Support Specialist I
University of Texas at Dallas
Richardson, USA
07.2018 - 10.2021
- Serve as the first point of contact for current and prospective students who require admissions, registrar, and financial aid assistance
- Utilize OnBase and Orion for inquiries related to residency, verification of academic documents, credit transfers, class registrations, withdrawals, holds, and grade changes
- Respond to customer questions/concerns by email, phone, or in person in accordance with university policy and department guidelines
Call Center Representative
WebCE
Dallas, USA
10.2015 - 05.2018
- Provided exceptional customer service and support to all WebCE clients
- Researched continuing education requirements for clients
- Provided website assistance to clients and handled any billing concerns
Education
Bachelor of Science - Psychology
The University of Texas at Dallas
12.2014
Associate of Arts - Liberal Arts
Eastfield Community College
12.2012
Skills
- Communicate with credibility
- Team-oriented
- Execute with excellence
- Problem-solving skills
- Commitment to productivity
- Technical support
- Documentation practices
- Customer relationship management
- Data analysis
- Attention to detail
- Ticketing systems
- Cross-functional coordination
Honors Accolades
- Tau Sigma National Honor Society, Active Member, 01/12, Present
- National Society of Leadership, Active Member, 06/14, Present
References
References available upon request.
Timeline
Solution Support Analyst
Netsmart Technologies Inc. SimpleLTC
07.2022 - Current
Graduation Support Specialist III
University of Texas at Dallas
11.2021 - 07.2022
Enrollment Support Specialist I
University of Texas at Dallas
07.2018 - 10.2021
Call Center Representative
WebCE
10.2015 - 05.2018
Bachelor of Science - Psychology
The University of Texas at Dallas
Associate of Arts - Liberal Arts
Eastfield Community College
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