Summary
Overview
Work History
Education
Skills
Timeline
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Trixie-Anne Santos

San Diego,US

Summary

Third-year Cybersecurity student and full-time Technical Analyst at a global software company, with over six years of experience delivering high-impact solutions for Fortune 500 clients. Proven track record in implementing and optimizing SaaS platforms, troubleshooting complex issues, collaborating across multiple teams, and conducting thorough bug testing with clear, detailed documentation. CompTIA Security+ certified.

Overview

6
6
years of professional experience

Work History

Technical Support Analyst

MadCap Software Inc.
San Diego, US
05.2021 - Current

• Implement SaaS solutions for diverse industries, supporting Fortune 500 clients.
• Conduct root cause analysis across nine product lines to identify and resolve issues, ensuring optimal performance and successful product deployment.
• Detailed technical documentation of features and bug reports to support the development lifecycle and issue resolution.

Computer Specialist

Geek Squad
Carmel Mountain, US
08.2019 - 05.2021

• Built client trust through product expertise and transparency.
• Diagnosed and repaired hardware and mobile devices.
• Resolved issues by identifying root causes and applying preventive solutions.
• Provided technical support for setup, maintenance, and repairs.

Education

Bachelor's Degree | Cybersecurity

California State San Marcos
San Marcos

Associate's Degree - Computer Science

Grossmont College

Security+ Certification -

CompTIA

Certificate | Full Stack Web Development Bootcamp -

UC San Diego Extension

Skills

  • Perform root cause analysis to resolve technical issues
  • Apply cybersecurity and network security best practices
  • Improve support processes for efficiency
  • Troubleshoot remotely across hardware and software
  • Manage client relationships and communication
  • Create and update technical documentation
  • Support SaaS implementation and user training
  • Conduct black box testing to identify software defects
  • Develop technical support strategies

Timeline

Technical Support Analyst

MadCap Software Inc.
05.2021 - Current

Computer Specialist

Geek Squad
08.2019 - 05.2021

Bachelor's Degree | Cybersecurity

California State San Marcos

Associate's Degree - Computer Science

Grossmont College

Security+ Certification -

CompTIA

Certificate | Full Stack Web Development Bootcamp -

UC San Diego Extension

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