Technical Support Engineer

Jalen E. Lloyd

******@*****.*** 734-***-**** https://www.linkedin.com/in/jalen-lloyd-3414a8114/ Education

Wayne State University – Detroit, MI

Master of Science in Information Management May 2023 Specialization: User Experience

Saginaw Valley State University – Saginaw, MI

Bachelor of Arts in Criminal Justice and Sociology May 2017 Experience

Coupa Software – Ann Arbor, MI

Technical Support Engineer May 2022 – Nov 2023

• Provided L2 technical functional support for Coupa's "Coupa Pay" product.

• Proficiently handled customer issues and escalations for production/stage environments within guidelines across severity levels.

• Gathered and recorded detailed information from customers to assist in problem identification and resolution

• Exercised independent thinking in trouble resolution and customer soft skills.

• Worked directly with development and product teams to solve technical and banking-related issues.

• Created and updated existing Knowledge-based articles (customer-facing & internal).

• Utilized SQL, Kibana, and SSH logging.

Technical Support Agent May 2021 – May 2022

• Managed incoming calls and customer service inquiries.

• Identified and assessed customers’ needs to help them achieve success.

• Managed inbound Sourcing Events, Support Operations, and related queries.

• Handled low-severity customer tasks.

Agency M-1 (Wayne State University) – Detroit, MI

MSIM Graduate Intern Mar 2023 – May 2023

• Assisted in the ideation of an MBA course.

• Provided design insight for the MBA course website. Inspec, Inc. – Canton, MI

Shipping & Receiving Support Jan 2019 - May 2021

• Created and reconfigured Excel files and processed information to adjust for vendor catalog and pricing changes within the company web port.

• Input gauges, industrial machinery, tools, and parts information to be serviced.

• Managed databases of personal, company, and inventory information.

• Assisted with calibration and maintenance of machinery, tools, and parts. Security Operation Services – Ypsilanti, MI

Enrollment Agent May 2017 - Dec 2018

• Provided convenient, fast, and accurate live scan fingerprinting services for various federal, state, and local government agencies.

• Collected and precisely input the applicant's info for processing.

• Displayed professional etiquette and environment for partnered and or temporary industries. Skills

Troubleshooting

Customer Service

Kibana (ELK)

SSH

Rest APIs

HTML

SQL / MySQL

Relational Databases

Python

Project Management

Technical Support

Phpmyadmin

Salesforce

Jira

Confluence

Technical Documentation

Customer Issues

Triage

Debugging

Active Learning

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