Steph Lawson
Louisville
Summary
Detail-oriented professional with extensive experience in technical troubleshooting and process optimization. Known for effective communication and adaptability, consistently improving support operations and mentoring junior analysts to excel in customer interactions.
Results-driven Senior Product Support Analyst with expertise in problem-solving, cross-functional collaboration, and technical troubleshooting. Committed to enhancing customer satisfaction through streamlined support processes and effective communication.
Dynamic Senior Product Support Analyst with 28 years of experience in identifying root causes and driving solutions. Proficient in mentoring teams, enhancing operational efficiency, and maintaining strong client relationships to ensure optimal product performance and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Senior Product Support Analyst
AEGON / Transamerica
Louisville, KY
06.1998 - 06.2026
- Analyzed product support issues to identify root causes and recommend effective solutions.
- Collaborated with cross-functional teams to enhance product features and improve customer satisfaction.
- Mentored junior analysts on best practices in troubleshooting and customer interaction techniques.
- Monitored key performance indicators to assess support team efficiency and drive continuous improvement.
- Streamlined support ticket resolution process, reducing response times and increasing issue resolution rates.
- Led initiatives to optimize product documentation, ensuring accuracy and accessibility for users.
- Communicated critical product updates to customers, minimizing disruptions during implementation phases.
- Participated in product testing phases, ensuring optimal functionality prior to release dates.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Provided exceptional customer service, addressing concerns promptly and accurately.
- Analyzed product performance data to identify trends and areas for improvement.
- Collaborated with cross-functional teams to improve product features based on customer feedback.
- Enhanced product usability by identifying and resolving software issues.
- Implemented monitoring tools to proactively detect potential issues before impacting users.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Created detailed reports on support activities, highlighting key metrics and areas for improvement.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
Skills
- User acceptance testing
- Incident management
- Cross-functional coordination
- Network troubleshooting
- Security protocols
- Application support
- Web technologies
- Issue reporting
- Cross-functional collaboration
- Operating systems
- SLA management
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Friendly and patient
- Troubleshooting network issues
- Software installation
- Task prioritization
- Technical issues analysis
- Self motivation
- Network configuration
- Technical troubleshooting
- Interpersonal skills
- Analytical thinking
- Highly professional
- Goal setting
- Computer diagnostics
- Risk assessment
- Professionalism
- Collaborative team player
- JavaScript programming
- Continuous improvement
- Adaptability
- Written communication
- Quality assurance
- Training development
- Software upgrades
- Application installations
- Project management
- Hardware and software configuration
- Issue and resolution tracking
- Tracking and documentation
Timeline
Senior Product Support Analyst
AEGON / Transamerica
06.1998 - 06.2026