Technical Support Analyst at Genius Sports

Collaborated with the development team on escalated issues; created training materials and support documents. Communicated effectively with clients to address concerns and provided feedback. Addressed and prioritized challenges within the company and its parent organization. Assisted fellow Support Analysts, forwarded critical information to the Development Team, and offered client feedback. Executed additional tasks designated by the line manager, ensuring optimal client service and problem resolution. Promptly handled internal company issues as well as challenges faced by employees of the parent company.

Technical Second Line Support Operator at Genius Sports

Provided technical support for one of the U.S.'s top professional sports leagues, addressing software, hardware, and system inquiries. Efficiently resolved technical challenges and various computer systems through phone, email, and chat. Assisted users both remotely and, on occasion, on-site for specific events. Diligently logged, tracked, and ensured resolution of all issues, consistently meeting established SLAs.

Junior Team Lead at Transcom

Established and regularly reviewed key performance indicators (KPIs) to ensure team alignment with business goals and drive performance improvements. Systematically planned and rotated work shifts to optimize resource allocation and ensure coverage during peak times. Led, guided, and nurtured a team, promoting cohesion and motivation, while ensuring tasks were executed effectively and efficiently. Fostered clear communication channels with diverse stakeholders, including project teams, suppliers, and upper management to ensure project alignment and clarity. Monitored and ensured team's adherence to work schedules, addressing discrepancies and optimizing operational efficiency. Collaboratively defined and set project objectives that aligned with overarching company goals and strategic direction.

Chat Technical Support Specialist at Transcom

Offered real-time support to B2C clients through an integrated chat system, ensuring timely and efficient problem resolution. Diagnosed and rectified technical challenges, especially within the IOS and macOS ecosystems, enhancing user experience and satisfaction. Diagnosed system problems using remote tools to access customer machines. Assisted in the development of technical documentation for internal use by IT staff members.

Senior Technical Support Specialist at Transcom

Delivered advanced 2nd-level technical assistance for iOS and WatchOS devices, ensuring complex issues were resolved promptly over the phone. Engaged in continuous learning, focusing on grasping and mastering the foundational features of macOS. Provided expert advice and guidance to coworkers operating at the 1st level of technical support, fostering skill development and knowledge transfer. Played a mentoring role for new hires, ensuring a smooth onboarding process and accelerating their learning curve.