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Project Manager with 8 years of experience in software development
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Competencies
Managed multiple software projects, overseeing timelines, budgets, and deliverables.
Applied Scrum and Kanban practices to improve team workflows and project efficiency.
Facilitated communication between clients and development teams to ensure requirements were met.
Led and motivated diverse teams to achieve project objectives and foster collaboration.
Summary
Skilled in Agile project management with a track record of leading successful software development initiatives.
Key Achievements
- Led a cross-functional team through the full software development lifecycle, ensuring project success and timely delivery.
- Implemented Agile methodologies, improving team productivity and project transparency.
- Coordinated with clients and stakeholders to gather requirements and align project goals.
Experience
Customer Support Specialist / Support and Success Agent
Delivered technical support and onboarding for SaaS-based education platform, supporting 150+ end-users via help desk ticketing system, achieving a 93% CSAT score., Troubleshooting platform bugs, technical issues, and user errors, reducing support ticket volume by 20% through proactive issue resolution and user training., Created knowledge base articles and user guides, increasing first-call resolution (FCR) rate by 25% and accelerating onboarding process., Managed user accounts, permissions, and access via cloud identity management systems (Azure AD).
Senior Helpdesk Manager
Managed tier 1 and tier 2 IT support for regional offices, supporting 50+ users using help desk ticketing tools such as Zendesk and Freshservice., Led onboarding and account provisioning for new hires, reducing onboarding time from 15 days to 7 days while ensuring compliance with security policies., Supported cloud environments (Azure Active Directory), achieving 99.9% system uptime and prompt resolution of access issues., Implemented support processes and KPIs that increased ticket closure rate by 18% and improved SLA adherence.
Level 2 Technical Support / Customer Service Representative
Provided technical support for survey panels and hardware, resolving 85% of issues within SLA, contributing to a 15% increase in customer retention., Managed inventory and equipment recovery, reducing downtime for clients by 30%., Developed and documented standard operating procedures (SOPs) and help guides to streamline troubleshooting workflows, decreasing recurring incidents by 25%.
Senior Technical Support Advisor / Customer Support Trainer
Delivered technical support for consumer products, resolving hardware and software issues across various HP devices, increasing customer satisfaction scores to 88%., Trained 200+ agents on customer service skills and technical troubleshooting, improving FCR by 20% and reducing escalations., Managed Tier 3 escalations for support queues, resolving complex issues related to printers, PCs, and SaaS applications, ensuring timely resolution and SLA compliance., Created and maintained knowledge base articles to support service desk team and end-users, resulting in faster issue resolution.
On the Job Trainer
Conducted onboarding and technical training for new support agents; improved onboarding efficiency by reducing errors and ramp-up time., Continuously conduct QA evaluations for new agents to provide real-time coaching and improve their call-handling skills., As part of the OJT program I had to act as Team manager during the new hires nesting period.
Level 3 Premium Gaming Support
Diagnosed and repaired hardware issues for high-end gaming PCs and enterprise clients, supporting warranty and technical service processes., Provided remote technical support, BIOS configuration, and overclocking support, improving customer satisfaction and retention.
Level 2 Hardware Support Support
Perform Hardware and Software diagnostics., OS reinstallation., Basic printer support, Basic Antivirus support, Parts replacements or tech visit followups