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Competencies
Demonstrated experience with Zendesk.
Demonstrated experience with Salesforce.
Demonstrated experience with Jira.
Demonstrated experience with Slack.
Demonstrated experience with Trello.
Education
Languages
Summary
Professional profile
Experience
Email & SMS Support Specialist
Managed administrative operations related to email and SMS marketing platforms while supporting campaign execution and customer requests.. Processed opt-out and suppression requests following compliance requirements.. Managed automated email responses and messaging workflows.. Coordinated technical issue escalations with internal teams through Jira.. Worked with MessageBird, MessageMedia and Ongage to support email and SMS campaign operations.
Technical Support Engineer
Provided technical support for Docker Team and Business customers through Zendesk and Salesforce, resolving issues related to subscriptions, authentication, billing, onboarding, and account administration.. Managed the complete subscription lifecycle using Stripe, including renewals, upgrades, downgrades, cancellations, refunds, invoices, and billing investigations.. Resolved authentication and provisioning issues involving SSO, SCIM, MFA, user management, and organization access management.. Supported onboarding for Team and Business customers, assisting with account configuration and licensing.. Investigated technical issues and collaborated with Engineering teams through Jira escalations.. Created and maintained internal knowledge base documentation to improve support consistency and operational efficiency.. Delivered high-quality customer support while consistently meeting service level expectations.
Greenlight Expert (Customer Support Specialist)
Supported driver and delivery partners throughout onboarding and account management processes.. Verified documentation and account eligibility.. Assisted users with platform functionality and account troubleshooting.. Resolved customer inquiries while maintaining excellent service quality.. Guided new partners through onboarding requirements.
IT Analyst
Provided internal IT support and user administration for government personnel.. Managed Active Directory user accounts and permissions.. Created and maintained institutional email accounts.. Trained users on official email usage and best practices.. Supported end users with hardware, software, and access-related issues.. Assisted multiple administrative departments with daily IT operations.. Assisted in administrative process design and project documentation.
Administrative Assistant
Provided administrative support while assisting with Moodle platform management and academic operations.
Service Desk Analyst
Delivered first-level technical support through phone and remote assistance for enterprise users.