Summary
Overview
Work History
Education
Skills
Timeline
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Tonya Williams

Dallas,TX

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Looking to further my experience in Customer and Product Advocacy. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

6
6
years of professional experience

Work History

Tier 2 Technical Support Engineer

Storable
07.2024 - Current
  • Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
  • Assisted in the creation of internal knowledge base articles, improving access to technical resources within the team.
  • Diagnosed and troubleshot software issues.
  • Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
  • Collaborate with other team members to assist them with resolution of incidents
  • Ensure service level standards are achieved (as defined by the Technical Support management team)
  • Troubleshoot technical issues with clients using learned product knowledge and support processes
  • Replicate and log reported bugs in bug tracking system

Product Advocate / Jira; JSM; Confluence, DevOps

Atlassian
03.2022 - 12.2023
  • Coordinated with vendors to procure necessary production materials
  • Assisted in the development of new production techniques and strategies
  • Ensured all production activities were in compliance with safety regulations
  • Participated in the development of new production processes and procedures
  • Manage and respond to customer questions through our service request queue and over the phone
  • Support our top-attended product demos and assist with customer questions in real-time

HARDWARE/SOFTWARE SUPPORT

Peloton Interactive
10.2020 - 11.2021
  • Support in hardware and software troubleshooting directly with Members by phone, live chat and email
  • Resolve inquiries from our Members regarding our Bike, Tread, and App offerings
  • Coordinate with all branches of our support teams to better understand and resolve Member inquiries
  • Call/Chat/Email with Members and manage tickets through to completion

CUSTOMER SOFTWARE TRAINING/ ONBOARD / IMPLEMENTATION SPECIALIST

SiteMinder
04.2019 - 04.2020
  • Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements
  • Identify and communicate the most appropriate training requirements for each customer
  • Deliver a high standard of customer training
  • Clearly communicate support procedures to customers to ensure ongoing satisfaction with customer service
  • Manage daily case loads effectively, ensuring customers progress appropriately through the Onboard life cycle in order to become a paying customer
  • Works closely with On-line Travel Agents such as Expedia, Booking.com and Airbnb

Education

ServiceNow Admin; Scrum Master Certifications -

Udemy
04.2024

Network Engineering Cert -

NexGent University
San Jose, CA
12.2021

Web Developer Bootcamp Cert -

Atlantis University
Miami, FL
06.2020

Skills

  • Salesforce, Microsoft Office
  • Solution Consulting
  • Onboarding and training
  • Software installation and implementation
  • Various software systems; Zendesk, Jira, Confluence
  • Technical Training
  • Network configuration
  • Ticketing systems
  • Advanced troubleshooting
  • Agile Methodology

Timeline

Tier 2 Technical Support Engineer

Storable
07.2024 - Current

Product Advocate / Jira; JSM; Confluence, DevOps

Atlassian
03.2022 - 12.2023

HARDWARE/SOFTWARE SUPPORT

Peloton Interactive
10.2020 - 11.2021

CUSTOMER SOFTWARE TRAINING/ ONBOARD / IMPLEMENTATION SPECIALIST

SiteMinder
04.2019 - 04.2020

ServiceNow Admin; Scrum Master Certifications -

Udemy

Network Engineering Cert -

NexGent University

Web Developer Bootcamp Cert -

Atlantis University

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Tonya Williams