Tori Straussner
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
Bullhorn, Inc
09.2024 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Senior Enterprise Support Analyst
Bullhorn, Inc.
07.2019 - 09.2024
- Serve as a subject matter expert and mentor for the technical support team, providing guidance on complex technical issues, best practices, and efficient troubleshooting techniques
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Handle escalated customer cases and issues that require in-depth technical expertise
- Advocate for customers' needs within the organization, ensuring that their feedback and concerns are properly addressed and translated into product improvements
- Continuously assess and enhance the technical support process, recommending improvements that streamline workflows and enhance overall efficiency
- Collaborate with cross-functional teams
- Develop and deliver training programs to enhance the technical skills and customer service abilities of junior team members, fostering their professional growth
- Contribute to the creation and maintenance of a comprehensive knowledge base, support articles, and troubleshooting guides to empower both customers and the support team
- Monitor and analyze key performance metrics, such as ticket resolution times, customer satisfaction scores, and first-contact resolution rates, to identify areas for improvement
CIMS Operations Coordinator
BJC Healthcare
03.2016 - 07.2019
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Train HSO supply team on RFID supply tracking in procedural areas
- Establish best practices, resolve issues, and work with all levels of teams
- Represent the department in a highly professional manner by attending meetings, working with clinicians and other supply chain customers
- Coordinate the design, layout, and implementation of all new par locations including setup, item maintenance, and reporting
- Perform service audits, participate in customer service recovery, provide general oversight of the departmental operations, and is the backup person in the absence of a supervisor
Education
St. Louis Community College
01.2011
Skills
- Client Relationship Management
- Instructional Documentation
- Cross-Functional Collaboration
- Problem-solving
- Technical support
- Application support
- Innovative Problem Solving
- Effective Multitasking
- Bullhorn One
- SQL Query Development
- Atlassian Jira & Confluence
- Salesforce Data Management
Programs
- Bullhorn ATS
- Bullhorn Time & Expense
- Microsoft Suite
- SQL
- Atlassian Jira & Confluence
- Salesforce
Timeline
Technical Support Engineer
Bullhorn, Inc
09.2024 - Current
Senior Enterprise Support Analyst
Bullhorn, Inc.
07.2019 - 09.2024
CIMS Operations Coordinator
BJC Healthcare
03.2016 - 07.2019
St. Louis Community College
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