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Support Analyst

San Jose, CA
March 12, 2020

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Andy To


Four years of experience in the SaaS start-up environment, where I wore multiple hats and helped scale my team from three employees to 30 within one year. Focused and detailed-oriented, I am adept in maintaining high quality standards and building professional relationships.

–Ticket Management

–Teambuilding & Supervision

–Staff Development & Training

–User Training & Support

–Google Suite

–Cost Saving

–Report & Document Preparation

Project Management


Druva, Inc. – Sunnyvale, CA September 2019 –December 2019

Account Receivable Analyst

Posts customer payments by recording cash, checks, and credit card transactions.

Provided internal and external support with updated reports and current notes using company databases

Posts revenues by verifying and entering transactions form lock box and bank deposits.

Update Intaact and Excel with the payments received

Verify banking information

Maintained records for over 100 customers worldwide.

Follow up with and collecting on past due accounts via email and phone calls

Compiled financial reports in order to provide the best service to the customer

HCL America, Inc. – San Jose, CA (Google) August 2018 – September 2019

Support Analyst

Troubleshoot and resolved application issues escalated from end-users.

Opened and documented tickets in GUTS UI.

Coordinate resolutions with onshore and offshore teams and project managers.

Supported company users with troubleshooting assistance via GUTS, Google hangout, Google video chat, and Office Hours for support.

Analyze application data to review performance and reveal problems to solve.

Provided detailed and concise documentation on various topics and processes, making clarifications when needed.

Creating standard operating procedure documents and improve support skills

Tickets completed/resolved within SLA.

Customer satisfaction and solution availability are at the highest levels

Robinhood – Palo Alto, CA (Premier Staffing) November 2017 – February 2018

Operation Support Analyst

Provide support to customer and user base via Zendesk ticketing system

Collaborate with licensed brokers and analyst to resolve banking, trade, and app related issues

oWorked with cross-functional teams to ensure our customer get the best support.

Prioritize ticket queue based on the support tier the customer is on (Cash, Instant, and Gold)

Educate users on the functionalities of the app

Assist with upgrade/downgrade of subscription

Process reports, documents, and agreements

Review financial information for qualification

RetailNext – San Jose, CA September 2013 – August 2017

Operation Support Manager

Define key performance indicators and provide reporting of metrics to evaluate the effectiveness of the Operation Support team:

oEfficiency - resolved tickets (daily, weekly, monthly, and yearly)

oTicket response time

oCustomer satisfaction and retention

oPercentage of satisfactory vs. dissatisfactory

oCustomer churn rate

oRe-Open tickets

Perform analysis of key performance indicators and workflows to determine improvement opportunities

Manage ticket lifecycle to ensure and maintain SLA are met:

oReview open tickets and assure aging tickets are addressed and remain within SLA

oGuarantee our customers 95% accurate data

oAny re-audit or adjustment request is a $85 dollars service charge

oTicket response time based on tier level (Platinum, Gold, Silver, and Standard)

oReports are generated based on tier level (Platinum, Gold, Silver, and Standard)

Led weekly meetings to forecast and update team members with upcoming projects

Improved communication by creating and distributing weekly team progress reports for Executive team members

Collaborated with Engineering teams to implement new generation audit console tool to automate business processes

Enter purchased orders for approved software, hardware, and general expense spend

oEnsure the timely delivery of purchased orders

Review accuracy of invoices, especially recurring program invoices, escalate issues/mitigate risk or credit hold

Review reporting/savings results from ongoing procurement vendor programs

Cross functional assistance for hardware forecasting and inventory control

Assist IT in the administration of software spend; invoicing and pre-renewal internal review

Assist Project Managers with invoice reviews on high volume/peak period projects to ensure the completion of the rollout

Maintain records to vendor held/committed inventory to always have equipment ready to be shipped

Maintain updated vendor contract and price listings

Source goods and alternate suppliers or better pricing


California State University, Monterey Bay – Seaside, CA December 2010 - 2012

Bachelors of Science in Business Administration

Relevant Coursework: Business Reading, Writing & Critical Thinking, Marketing, Finance, Computer Info Systems (Excel Macros), Business Operations, Entrepreneurship, Human Resource Management, Service Learning, Customer Service Management, Organizational Behavior, Non-profit Organization Management, Strategic Management Senior Capstone

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