Microsoft Excel
Nuraen Isa
Technical Support Advocate
West Haven,CT
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
8
8
Certifications
2
2
Languages
Work History
Technical Support Advocate
Included Health
San Francisco, California
09.2023 - Current
- Decreased response times by prioritizing and efficiently managing a high volume of support tickets.
- Proactively identified emerging trends in support requests, leading to preemptive problem-solving efforts.
- Streamlined internal processes through the creation of comprehensive technical documentation.
- Contributed to product development by gathering user feedback and communicating findings to developers.
Technical Support Representative
Tata Consultancy Service
Hartford, Wisconsin
07.2020 - 07.2023
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
Education
Bachelor of Science - Civil Engineering
Osun State University
Nigeria 09.2009 - 01.2015
Skills
Remote support
Network support
Ticket management
Application support
Project management
System administration
Customer service
Data entry
Technical troubleshooting
Verbal and written communication
Software
Microsoft Word
SQL Server
Python
Accomplishments
- Developed and implemented a proactive support approach, including informative self-help resources and automated email campaigns, resulting in a 20% reduction in incoming support tickets and increased customer satisfaction by 15%.
- Successfully led the launch of a new live chat feature, enabling real-time customer assistance and reducing average response times by 50%, resulting in enhanced customer experience and improved resolution rates.
Affiliations
- Rotary International
Certification
IBM Certified Data Analysis
Additional Information
As a dedicated Technical Support Representative, I bring forth the unique advantage of being a Certified Scrum Master, amplifying my ability to excel in this role. Combining my technical expertise with my extensive knowledge of agile methodologies, I am equipped to efficiently collaborate with cross-functional teams, deliver exceptional customer service, and drive continuous improvement.
Interests
Meeting people
Analytical discussions
Timeline
Technical Support Advocate
Included Health
09.2023 - Current
Technical Support Representative
Tata Consultancy Service
07.2020 - 07.2023
Bachelor of Science - Civil Engineering
Osun State University
09.2009 - 01.2015
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