Sthephany Delgado
Hollywood,FL
Summary
Experienced support specialist with global client experience in account management, library system integrations, and technical issue resolution.
At the heart of my work is a passion for supporting clients, building meaningful relationships, and helping institutions implement our product and data management platform for continued success.
Overview
1
1
Language
9
9
years of professional experience
Work History
Tier 2 Support Specialist
Springshare
Remote
09.2026 - Current
- Managed the installation, configuration, and ongoing success of 300+ public libraries across the U.S., Canada, Europe, and Australia, supporting integrations with 8+ library management systems and ensuring seamless product adoption and customer support.
- Partnered with vendors and system administrators to troubleshoot complex technical issues, coordinating resolutions and restoring services to minimize downtime.
- Created and maintained internal documentation and process guides, enhancing efficiency and facilitating knowledge sharing across teams.
Tier 1 Support Specialist
Springshare
Remote
05.2022 - 09.2026
- Managed 30+ support tickets per 4-hour shift via email and web-based ticketing software, ensuring timely and accurate resolutions for international customers.
- Provided bilingual English/Spanish support for technical inquiries, facilitating effective product troubleshooting and account management for clients.
- Developed and maintained internal documentation, enhancing accessibility and usefulness for team members.
Digital Operations Team Lead
Cognizant Technology Services
Tampa, Florida
01.2019 - 02.2020
- Led and developed teams of 15-20 content moderators, ensuring accurate application of client policies and enhancing consistency across the online platform.
- Implemented performance improvement plans to enhance individual and team performance.
- Collaborated with Quality Assurance and Operations teams to identify process improvements that enhanced overall service quality.
Subject MatterExpert
Cognizant Technology Services
Tampa, Florida
03.2018 - 01.2019
- Resolved complex client issues using process expertise and policy standards.
- Guided Cognizant Technology Services teams on subject knowledge and daily workflow decisions.
- Reviewed team moderation history to identify coaching opportunities, strengthening team scores and ensuring policy alignment.
- Facilitated targeted training sessions for newly hired veterans process executives, enhancing policy knowledge and team effectiveness.
- Trained new associates on tools, procedures, and service expectations.
Education
Bachelor of Arts - Mass Communications
University of South Florida
Tampa, FL05-2016
Skills
- Technical troubleshooting
- Customer support
- Account management
- Knowledge base documentation
Languages
Spanish
Professional
Timeline
Tier 2 Support Specialist
Springshare
09.2026 - Current
Tier 1 Support Specialist
Springshare
05.2022 - 09.2026
Digital Operations Team Lead
Cognizant Technology Services
01.2019 - 02.2020
Subject MatterExpert
Cognizant Technology Services
03.2018 - 01.2019
Bachelor of Arts - Mass Communications
University of South Florida