Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sasha Jeffries

Application Support Specialist
Atlanta,GA

Summary

Technology-inclined professional experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

10
10

Years of professional experience

Work History

Application Support Specialist

Cortland
Atlanta, GA
05.2022 - Current
  • Used SolarWinds Service Desk to track, maintain and update trouble tickets
  • Installed, configured and provided ongoing configuration management for nine (9) custom applications, including DOMO/Power BI, Asana, & RealPage
  • Interacted with clients to resolve issues and answer software-related questions via ticketing system
  • Provided training to end users on new and updated systems and software
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions
  • Configured certain devices and software to set up work stations for on-site associates
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes

Client Success Representative

Ardent Residential
Atlanta, GA
11.2021 - 05.2022
  • Fielded and managed over 100 incoming phone calls per day to support workflows and solving problems in real-time
  • Investigated and managed issues outside of documented occurrences
  • Performed liaison administrative work for property managers and board members resulting in 70% increase in client satisfaction and reactive inter-departmental workflows
  • Created workflows and maintained help desk documentation to answer complex support questions
  • Created documentation and training materials to diagnosis, resolve and escalate tickets and high volume email inquiries
  • Maintained high level of knowledge regarding real estate industry trends, legislation, HOA compliance and competitor activity
  • Performed troubleshooting of software and hardware to resolve issues for clients and team members
  • Mentored and trained new hires, resulting in stronger staff development and increased capacity
  • Monitored participant workflow and behaviors throughout training process
  • Oversaw all team efforts to increase productivity and minimize client dissatisfaction as Tier II team member
  • Cross-trained and provided backup support for organizational leadership

Education

Associate of Science - Business Administration & Management

Georgia State University
Atlanta, GA

Bachelor of Science - Biological Sciences

Arizona State University
Tempe, AZ
2024

Skills

  • Data Entry, Analysis & Confidentiality
  • Hardware & Software Configuration
  • Critical Thinking & Analysis
  • Performance Optimization
  • Technical Support
  • Strategic Planning
  • Windows
  • Microsoft Suite
  • User Training
  • Mission Critical Applications & Workflows
  • Leadership & Management
  • Business Process Improvement

Accomplishments

  • AWS Developer (In Progress)
  • ACE Multi-cloud Network Associate (In Progress)
  • Technical Writer HQ (In Progress)

Timeline

Application Support Specialist

Cortland
05.2022 - Current

Client Success Representative

Ardent Residential
11.2021 - 05.2022

Associate of Science - Business Administration & Management

Georgia State University

Bachelor of Science - Biological Sciences

Arizona State University

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Sasha JeffriesApplication Support Specialist