Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Trizah Shem

Champlin,MN

Summary

Diligent Business Applications support analyst with solid background in supporting and maintaining enterprise applications. Proven track record in successfully resolving numerous technical issues and contributing to system improvements. Demonstrated problem-solving abilities and effective communication skills while maintaining system integrity. Valued for reliability and flexibility.

Overview

13
13
years of professional experience

Work History

ENTERPRISE APPLICATION SUPPORT ANALYST

APi Group
09.2022 - Current
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
  • Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
  • Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
  • Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
  • Enhanced application performance by identifying and resolving technical issues in a timely manner.
  • Used ServiceNow to track, maintain and update trouble tickets.
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.

ENTERPRISE SUPPORT SPECIALIST

Rayus Radiology
02.2020 - 06.2022
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
  • Created user accounts and assigned permissions.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Technical Support/Help Desk Support Specialist

Telkom Kenya
04.2012 - 10.2016
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
  • Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
  • Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Installed new desktop systems and migrated data to new machines.
  • Maintained inventory of cell phones, laptops and peripheral equipment.
  • Installed and configured operating systems and applications.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Education

Applied Computer Science

Daystar University
Nairobi, Kenya
06-2011

Skills

  • Customer service
  • Analytical problem-solving
  • System administration
  • Effective multitasking
  • Technical troubleshooting
  • Critical analysis
  • Effective task prioritization
  • Team leadership
  • Clear communication
  • Meticulous attention to detail
  • Effective time management
  • Collaborative teamwork

Certification

  • CompTIA A+

CompTIA Tech Career Academy

Edina, MN - 2019

Timeline

ENTERPRISE APPLICATION SUPPORT ANALYST

APi Group
09.2022 - Current

ENTERPRISE SUPPORT SPECIALIST

Rayus Radiology
02.2020 - 06.2022

Technical Support/Help Desk Support Specialist

Telkom Kenya
04.2012 - 10.2016

Applied Computer Science

Daystar University

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Trizah Shem