Rim Yezdani
Manassas,VA
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Adept at analyzing processes and workflows to drive optimal user experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
Qualio
03.2022 - Current
- Rebuilt Intercom in-app chat workflow, streamlining topic branches and enhancing bot responses for a significantly improved user experience.
- Researched and implemented new tools aimed at improving the support team's workflow through seamless integration with Intercom. These efforts were intended to contribute to a more efficient support process and enhance the overall user experience.
- Collaborated cross-functionally to improve the bug lifecycle and prioritize customer bug reporting.
- Actively participate in interviewing, hiring, and training processes for new team members.
- Provide ongoing coaching, fostering continuous improvement within the team as well as recognizing individual and team successes
- Identify, replicate, troubleshoot, and resolve customer issues across channels, escalating bugs for resolution.
- Actively contribute to update customer support process and policy documentation.
Team Leader, Client Support
NTT Ltd.
02.2020 - 03.2021
- Served as primary point-of-contact for client escalations and overall system process knowledge
- Guided and coached the team with an emphasis on being self-managing contributors and delivering high quality client experiences
- Participated in daily scrum meetings and served as the clients' voice, highlighting ticket and bug trends impacting our client base
- Championed incident categorization, documentation, and reporting, in an effort to maintain overall team efficiency and KPI/SLA goals
- Collaborated with interdepartmental teams to propose and implement effective communication channels, resulting in scrum teams accurately prioritizing sprint backlog items based on client impact
- In an effort to grow my technical knowledge, I volunteered to support our global internal support team with level 1 FTP/SFTP requests and issues.
Senior Support Specialist
NTT Ltd.
07.2017 - 02.2020
- Coached and trained team members on process and best practices that help uphold client experience excellence
- Coordinated all client and internal communications including regular updates and resolutions during major system outages
- Used a ticketing system, from submission to resolution, log and track client requests and incidents regarding products and services
- Performed Tier 1 troubleshooting to identify bugs in the application and then forward tickets to Tier 2/3 resources for further analysis
- Identified and addressed discrepancies in invoice data-entry and balancing to ensure a smooth invoice processing life cycle
- Acted as a liaison between clients, third party vendors and mobility ordering group
- Discussed vendor products and services such as device, rate/data plan, and features selections with client end users
- Submitted mobility orders to the vendor and performed all of the logistics involved in pricing of telecom equipment, procurement and timely delivery.
Client Support Specialist
NTT Ltd.
05.2014 - 07.2017
- Coordinated all client and internal communications including regular updates and resolutions during major system outages
- Used a ticketing system, from submission to resolution, log and track client requests and incidents regarding products and services
- Performed Tier 1 troubleshooting to identify bugs in the application and then forward tickets to Tier 2/3 resources for further analysis
- Identified and addressed discrepancies in invoice data-entry and balancing to ensure a smooth invoice processing life cycle
- Acted as a liaison between clients, third party vendors and mobility ordering group
- Discussed vendor products and services such as device, rate/data plan, and features selections with client end users
- Submitted mobility orders to the vendor and performed all of the logistics involved in pricing of telecom equipment, procurement and timely delivery.
Mobility Ordering Coordinator
NTT Ltd.
05.2013 - 05.2014
- Coordinated all client and internal communications including regular updates and resolutions during major system outages
- Used a ticketing system, from submission to resolution, log and track client requests and incidents regarding products and services
- Performed Tier 1 troubleshooting to identify bugs in the application and then forward tickets to Tier 2/3 resources for further analysis
- Identified and addressed discrepancies in invoice data-entry and balancing to ensure a smooth invoice processing life cycle
- Acted as a liaison between clients, third party vendors and mobility ordering group
- Discussed vendor products and services such as device, rate/data plan, and features selections with client end users
- Submitted mobility orders to the vendor and performed all of the logistics involved in pricing of telecom equipment, procurement and timely delivery.
Education
Professional Certificate - Cybersecurity
George Washington University
Washington, DC01.2023
Associate in Applied Science (A.A.S.) - Digital Communication & Multimedia
ITT Technical Institute
03.2009
Skills
- Troubleshooting
- Process Improvement
- Team Leadership
- HTML/CSS
- Bash and Linux Terminal
- SQL MySQL PostgreSQL
- API/Integrations Support
- SFTP & SSO Support
- Jira Confluence
- Scrum/Agile Methodologies
Certification
- Certified ScrumMaster (CSM), Scrum Alliance, 001296759, 12/01/25
- SQL Bootcamp 2022, Udemy, UC63643dff-2a84-4e88-9fd1-87b177ee6dbf, No Exp
Timeline
Senior Support Specialist
Qualio
03.2022 - Current
Team Leader, Client Support
NTT Ltd.
02.2020 - 03.2021
Senior Support Specialist
NTT Ltd.
07.2017 - 02.2020
Client Support Specialist
NTT Ltd.
05.2014 - 07.2017
Mobility Ordering Coordinator
NTT Ltd.
05.2013 - 05.2014
Professional Certificate - Cybersecurity
George Washington University
Associate in Applied Science (A.A.S.) - Digital Communication & Multimedia
ITT Technical Institute
- Certified ScrumMaster (CSM), Scrum Alliance, 001296759, 12/01/25
- SQL Bootcamp 2022, Udemy, UC63643dff-2a84-4e88-9fd1-87b177ee6dbf, No Exp
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