Support Leader - SaaS Issue Troubleshooting & Operations

Support leader with *+ years of experience troubleshooting complex SaaS issues, analyzing

data discrepancies, and driving scalable support operations. Known for root cause analysis, cross functional collaboration, and building documentation that reduces ticket volume and improves customer understanding. Experienced in fast moving, lightly structured environments where ambiguity, rapid iteration, and customer empathy are essential. Proven ability to partner with Product, Engineering, and Customer Success to resolve high context issues and elevate the overall support experience.

P R O F I L E S U M M A R Y

C O R E C O M P E T E N C I E S

W O R K E X P E R I E N C E

Los Angeles, CA • ( 8 1 4 ) 657 8397 • d r u s ********@*****.*** R E N A T A D R U S K O

h t t ps:/ /www.l i n k edin.com/i n / r enata-d r u s ko/ INSC Help Desk Analyst

American Honda Motor Co. - Torrance, CA

November 2024 – Present

Resolve 250–340 monthly cases across enterprise and customer facing systems with consistent quality and efficiency .

Investigate recurring issues by analyzing data patterns, login failures, permissions discrepancies, and system behavior, reducing repeat tickets through root cause identification .

Maintain top performance across KPIs: 94–100% CSAT, 68–83% FCR, and 97–100% audit scores over 9+ months .

Conduct release readiness testing, validating bug fixes and confirming expected behavior before deployment.

Draft HTML formatted technical communications and knowledge base articles to improve customer understanding and reduce friction .

Collaborate with engineering and application teams to escalate defects with clear reproduction steps and context.

Deliver internal and customer facing trainings to close knowledge gaps and improve platform adoption.

SaaS Technical Support · Data Discrepancy Investigation · Digital Marketing & Analytics Concepts · Workflow Logic Debugging · SSO/SAML · Okta · Microsoft 365 · SQL · Data Validation

· Log Analysis · Cross Functional Collaboration · Customer Communication (Email, Chat, Video) · Customer Enablement & Training · Knowledge Base Development · Release Readiness & QA Testing · Process Optimization · Root Cause Analysis · Trend Analysis · Excel (VLOOKUP, SUMIF, Pivoting) · Jira · Confluence · ServiceNow · CRM/CMS Concepts · Python (Foundational) · MacOS/Windows · Slack · API Adjacent Troubleshooting E D U C A T I O N

B.S. Public Health & Information Technology Minor

Mercyhurst University - Erie, PA

Captain, Women's Golf Team

Co-founder and elected treasurer, BSU

Overall 3.6 GPA

2012 – 2016

National Recruitment Manager

Maxim Healthcare Group - Gardena, CA

Managed full cycle recruitment for 100+ healthcare professionals across coding, billing, auditing, and CDI roles.

Built dashboards and KPI reports to support operational decisions and improve team performance.

Improved onboarding processes and documentation for internal teams. June 2021 – March 2022

Primary escalation point for complex workflow, integration, and configuration issues across enterprise clients .

Performed full release readiness testing for every product update, validating bug fixes and documenting new features.

Collaborated with Product and Engineering to triage defects and ensure stable deployments. Led and coached a team of analysts, improving troubleshooting quality and consistency. Designed and optimized customer workflows to improve automation reliability and reduce manual steps.

Built internal knowledge base articles and customer facing documentation, reducing overall ticket volume by 60% through proactive enablement and process improvements . Delivered customer training sessions to improve platform adoption and reduce support dependency.

· Partnered with cross functional teams to refine support workflows and handoff processes, strengthening issue triage quality and improving overall support consistency. Google Certificates

Google Cybersecurity & Google Cloud Security

2024

Lead Customer / Technical Support Analyst

Intellect - Culver City, CA & Remote

March 2017 – June 2021

Technical Support Analyst L2

Astrata - Remote

October 2022 – March 2023

Investigated client reported issues by analyzing data discrepancies, logs, and system outputs to identify defects or configuration gaps .

Supported onboarding for mid market and enterprise clients, validating data imports and system behavior for accurate reporting.

Collaborated with Engineering, NLP, and Product teams to resolve defects and improve platform reliability.

Created customer documentation, internal runbooks, and standardized templates, improving onboarding efficiency by 20% .

Participated in release readiness testing for new features and bug fixes,

· Identified recurring data discrepancies across client environments and surfaced actionable patterns to Product and Engineering, improving defect turnaround time and customer clarity.

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