SharRoquez Crawford
Atlanta,GA
Summary
Dynamic Technical Support Analyst with strong experience leading teams, resolving complex escalations, optimizing workflows, and collaborating across Product and Engineering to improve operations. Known for analytical problem-solving, technical troubleshooting, and a customer-focused approach. Skilled in driving process improvements, mentoring team members, and elevating service quality. Seeking a role that leverages leadership and technical expertise to support organizational growth and customer success.
Overview
9
9
years of professional experience
Work History
Support Analyst
SmarterDx
07.2025 - Current
- Provide advanced technical support for application, workflow, and integration issues across multiple healthcare systems.
- Lead investigations for escalated cases, partnering with Engineering and Product to identify trends, root causes, and long-term solutions.
- Analyze logs, data flows, and case history to resolve complex client problems and improve system reliability.
- Support new customer onboarding by validating configurations, permissions, and environment readiness.
- Maintain high-quality documentation to ensure consistent troubleshooting and knowledge sharing.
- Created user accounts and managed access control.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Technical Support Analyst
Listen360
12.2022 - 10.2024
- Delivered expert technical support for SaaS clients by troubleshooting platform issues, integrations, APIs, reporting discrepancies, and user configurations.
- Monitored platform performance, flagged outages or anomalies, and communicated proactively with internal teams and customers.
- Analyzed customer feedback to improve product functionality and user experience.
- Provided technical support for software issues, ensuring rapid resolution of user inquiries.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Resolved complex technical issues for clients, enhancing overall system performance.
Technical Support Team Lead
Waystar
11.2021 - 11.2022
- Directed daily support operations across multiple client accounts, ensuring SLA compliance and timely issue resolution.
- Delivered weekly performance reporting and insights to leadership to support data-driven decision-making.
- Enhanced team documentation and troubleshooting guides to improve case accuracy and reduce handle time.
- Established performance metrics to track team efficiency and identify areas for improvement.
- Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
Technical Support Team Lead
First Data
08.2016 - 09.2021
- Led a technical support team responsible for high-volume POS and payment system troubleshooting.
- Managed escalation workflows, ensuring timely resolution of high-priority incidents.
- Provided advanced technical expertise for Tier-1 and Tier-2 agents and delivered structured coaching and training.
- Partnered with product teams to submit defect reports and improvement recommendations based on customer feedback.
Skills
- CRM/Support: Zendesk, Jira, Salesforce, ServiceNow
- Technical Knowledge: SaaS, APIs, EHR/Hospital Systems, POS/ATM Hardware
- Diagnostics: SFTP, Log Review, Remote Tools
- Reporting: Excel, Google Sheets, KPI Dashboards
Timeline
Support Analyst
SmarterDx
07.2025 - Current
Technical Support Analyst
Listen360
12.2022 - 10.2024
Technical Support Team Lead
Waystar
11.2021 - 11.2022
Technical Support Team Lead
First Data
08.2016 - 09.2021