Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sam Chamlagai

Nashville,United States

Summary

As a candidate for the Technical Analyst-1 support role at Oracle, I bring a meticulous attention to detail and a dedication to customer advocacy. With a proven ability to navigate both non-technical and technical inquiries, I am adept at resolving customer concerns via various communication channels, including phone, and electronic mediums. My capacity to interpret and address customer needs aligns seamlessly with the responsibilities outlined for the position, including serving as a primary point of contact for customers and facilitating relationships with internal Oracle teams.

Overview

4
4
years of professional experience

Work History

Product Support Lead /Quality Assurance Analyst

YuJa Inc.
11.2021 - 03.2024
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Collaborated with developers and project managers to assess program capabilities, features, and testing demands.
  • Identified and tracked defects in products and supported developers in resolving problems by completing additional tests.
  • Demonstrated new product features and functionality to clients, and team members.
  • Proposed development and testing improvements to positively impact usability, function, and performance.
  • Collaborated with developers and product owners to stay current on product features and intended functionality.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Efficiently onboarded and trained new hires on all company products, ensuring a thorough understanding and ability to effectively serve clients.

Technical Support Analyst

YuJa Inc.
08.2020 - 11.2021
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with Product Team to escalate and address customer inquiries or technical issues.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines and enhancements.

Education

BBA - Computer Information Systems

Middle Tennessee State University
Murfreesboro, TN
12.2018

Skills

  • Root Cause Analysis
  • Technical Support
  • Troubleshooting
  • Customer Service
  • Process change documentation
  • Analytical Skills
  • Quality improvement plans
  • Tracking and Documentation
  • Agile and Scrum Environments
  • Technical Troubleshooting
  • Resolving Problems and Incidents
  • Detail-Oriented
  • Team building
  • Planning and Coordination
  • Cross-Functional Team Collaboration
  • Test Procedure Documentation
  • Results and Deadline-Driven
  • Scenario Testing
  • Regression Testing
  • Blackbox Testing
  • Verbal and Written
    Communication
  • Quality Control
  • Manual Testing
  • SQL
  • Jira, Zendesk and Freshdesk

Timeline

Product Support Lead /Quality Assurance Analyst

YuJa Inc.
11.2021 - 03.2024

Technical Support Analyst

YuJa Inc.
08.2020 - 11.2021

BBA - Computer Information Systems

Middle Tennessee State University
Sam Chamlagai