Jana Shejanovskaja

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.

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.

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.