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FLORENCE
Technical Support Engineer
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Competencies
Demonstrated experience with Incident management.
Demonstrated experience with ticket triage (ServiceNow).
Demonstrated experience with user training.
Demonstrated experience with requirements analysis.
Demonstrated experience with system testing.
Education
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Summary
Professional profile
Experience
Technical Support Engineer
Conducted feasibility analysis and research for integrating a university’s finance system (Odoo ERP) with our platform, evaluating technical requirements, data mapping, and integration possibilities, successfully enabling the integration and achieving the client’s goal. Managed 25+ tickets weekly in ServiceNow, triaging, documenting, and prioritizing based on business impact. Trained and coached 2,000+ users across 17 universities on system functionality, reducing repeat incidents and empowering self-service. Diagnosed and resolved issues across application, API, and database layers using SQL queries, Postman, and log analysis, identifying root causes and validating solutions. Created and maintained user documentation, troubleshooting guides, and knowledge-base articles that improved resolution times and team consistency. Supported software releases through regression testing, release validation, and post-release verification. Proactively identified recurring issues to recommend process and application improvements. Collaborated with cross-functional teams, including developers, business analysts, and implementation teams, to clarify requirements. Onboarded and mentored 3+ new team members through coaching and documentation
Business Application Support
Developed Software Requirements Documentation for a construction management system, translating business needs into structured technical requirements for a US-based FileMaker team. Supported application configuration and database activities, working with technical and business stakeholders to align system functionality with operational objectives. Contributed to system testing and validation, ensuring functionality met documented requirements before deployment