Sengul (Shane) Sabia
Philadelphia,PA
Summary
Results-driven Technical Product Support Analyst with 4 years of experience supporting fintech platforms in a high-volume, client-facing environment. Expertise in troubleshooting trading systems, resolving user access issues, and managing support tickets while consistently exceeding SLA expectations. Known for delivering clear technical guidance, maintaining strong client satisfaction, and collaborating cross-functionally to improve system performance and user experience.
Overview
8
8
years of professional experience
Work History
Technical Product Support Analyst (Senior)
FIS
01.2021 - Current
- - Manage and resolve 100–200 support tickets weekly while maintaining a 9.4 SLA performance score in a fast-paced environment
- - Troubleshoot and resolve complex trading platform, account access, and system functionality issues, minimizing downtime and improving client experience
- - Investigate client-reported issues and escalate to engineering teams when necessary, ensuring timely resolution
- - Consistently receive positive client feedback for clear communication, fast response times, and effective problem resolution
- - Act as a liaison between clients and internal teams, translating technical issues into actionable solutions
- - Identify recurring issues and contribute to documentation and knowledge base improvements to enhance team efficiency
Owner / Artist
Sabia Studio
Philadelphia, PA
01.2018 - Current
- - Built and scaled an e-commerce brand, creating and selling 1,000+ custom functional art pieces
- - Managed full business operations including product creation, inventory, pricing, fulfillment, and customer communication
- - Developed and maintained Etsy storefront and social media presence to drive engagement and consistent sales
- - Analyzed market trends and adapted product offerings to increase demand and competitiveness
Office Manager
160over90
Philadelphia, PA
01.2018 - 01.2020
- - Managed daily operations for a 200+ employee office across multiple locations
- - Coordinated scheduling, vendor relationships, and internal communications
- - Supported onboarding processes and maintained employee documentation
- - Assisted in planning and executing internal events and office initiatives
- - Oversaw front desk operations, high-volume calls, and internal coordination
Education
Associate of Arts - Liberal Arts & General Studies
Rowan College at Burlington County
Cosmetology License - undefined
Burlington County Institute of Technology
Skills
- - Technical Troubleshooting
- - SaaS / Fintech Support
- - Ticketing Systems: Jira, ServiceNow (SNOW)
- - Client Support & Communication
- - User Access & Account Issue Resolution
- - Cross-functional Collaboration
- - Documentation & Knowledge Base Development
- - Process Improvement & Problem Solving
- - Jira
- - ServiceNow (SNOW)
- - Microsoft Office (Excel, Outlook)
- - Financial / Trading Systems
Timeline
Technical Product Support Analyst (Senior)
FIS
01.2021 - Current
Owner / Artist
Sabia Studio
01.2018 - Current
Office Manager
160over90
01.2018 - 01.2020
Associate of Arts - Liberal Arts & General Studies
Rowan College at Burlington County
Cosmetology License - undefined
Burlington County Institute of Technology