Software Support, Customer Service, Data Science, Troubleshooting

SALSABIL CHOWDHURY TORY

*************@*******.*** GitHub LinkedIn Portfolio US Work Authorized PROFESSIONAL SUMMARY

Detail-oriented and customer-focused professional with experience in technical troubleshooting, software support, and client service. Adept at diagnosing issues, prioritizing multiple client inquiries, and delivering timely resolutions in fast-paced environments. Strong communication and analytical skills with a proven ability to build rapport, explain complex concepts clearly, and document solutions effectively. Seeking to bring problem-solving aptitude and client advocacy to Tyler Technologies as an Associate Software Support Specialist. CORE SKILLS

• Software Troubleshooting & Support

• Customer Service & Client Relations

• Problem Solving & Analytical Thinking

• Issue Documentation & Resolution

• SQL & Database Fundamentals (basic)

• Online Applications & Productivity Tools

• Time Management & Prioritization

• Verbal & Written Communication

PROFESSIONAL EXPERIENCE

Data Science Intern (Remote), Somerset Consulting Limited, London, UK May 2024 – Aug 2024

• Built and optimized data processing pipelines in Python/SQL, reducing prep time 25% and improving data availability for downstream systems.

• Designed an anomaly detection framework to proactively catch data issues, ensuring higher system reliability and reducing troubleshooting delays.

• Developed interactive Power BI dashboards with real-time KPIs, streamlining client reporting and saving 50% reporting time.

• Collaborated cross-functionally with engineers, analysts, and product managers to align requirements and deploy solutions in business-critical environments.

Technical Support Analyst, Teleperformance (Verifone), Toronto, ON, Canada Jul 2018 – Feb 2019

• Provided remote troubleshooting for POS and fuel pricing systems across gas stations nationwide

• Resolved technical issues ranging from software errors to hardware malfunctions by guiding clients through step-by- step solutions

• Documented troubleshooting processes and created knowledge base notes for recurring issues, improving first-call resolution

• Supported fast-paced operations by handling 20+ daily tickets while maintaining high client satisfaction scores Customer Service Representative, Stericycle Communication, Dartmouth, NS, Canada Mar 2015 – Oct 2016

• Assisted clients with data entry, appointment scheduling, and query resolution while ensuring accuracy and confidentiality

• Troubleshot system and account-related issues, providing clear instructions to clients to resolve problems

• Delivered excellent customer service by building rapport and maintaining professionalism in high-pressure situations

• Prioritized multiple inquiries and escalated unresolved technical issues appropriately, reducing backlog and improving response times

EDUCATION

Ball State University, College of Sciences and Humanities Muncie, IN Master of Science in Data Science May 2025

• Cumulative GPA: 4.0/4.0

Texas Tech University, Rawls College of Business Lubbock, TX Graduate Certificate in Data Science and Analytics July 2023 CERTIFICATIONS

• IBM Professional AI Engineering May 2025

• Deep Learning Specialization (Andrew Ng) Dec 2023

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