Technical Support Specialist with SaaS Expertise

Andrea Stratton

************@*****.*** • Utica, NY

Summary

Dynamic Technical Support Associate with over 8 years of experience in high-volume, customer-centric environments. Expert at leveraging SaaS Support principles to investigate complex technical issues and triage system discrepancies. Proven ability to optimize operational workflows and document resolution processes using tools like JIRA and Zendesk to ensure seamless end-user experiences.

Professional Experience

Consumer Services July 2012 – November 2008

CAREFREE - CONSUMER SERVICES, UTICA, NY

Optimize environmental systems through technical modifications and Product Operations strategies to reduce user stressors and promote seamless recovery workflows.

Document skill development protocols for end-users, serving as a knowledge base to help individuals navigate HealthTech Software and digital resource tools.

Investigate interpersonal dynamics to implement peer-level healthy relationship skills, utilizing emotional intelligence to triage and resolve community conflicts.

Collaborate with cross-functional teams to automate process workflows, improving the delivery of community integration services for high-need populations.

Customer support representative June 2009 – March 2011

APEX-VERIZON CUSTOMER SERVICE, UTICA, NY

Provide high-tier SaaS Support for a multi-vendor platform, investigating technical difficulties and triaging bugs to reduce the gap between end-users and engineering teams.

Investigate and debug billing inquiries and order processing errors, utilizing Zendesk and Intercom-style CRM platforms to document resolution steps.

Manage complex account records and validate JSON-based data entries to ensure data integrity and facilitate smooth API-related account reconciliations.

Escalate critical software bugs to senior developers after conducting initial troubleshooting via Browser DevTools and internal diagnostic platforms.

3rd Key August 2004 – May 2009

DOLLAR GENERAL, UTICA, NY

Manage store operations including security alarm systems and cash reconciliation, ensuring 100% accuracy in daily financial data reporting and auditing.

Execute product catalog validation and inventory management tasks, performing order reconciliation to ensure procurement accuracy for high-volume stock.

Triage daily operational challenges as manager on duty, providing coaching and training to staff on new Process Automation and inventory systems.

Optimize visual merchandising standards by investigating layout inefficiencies and implementing planogram changes to enhance user navigation and flow.

Education

Some College in Science in human services April 2010 – August 2012

COLUMBIA COLLEGE

Additional Skills

Technical Proficiencies: APIs, Browser DevTools, Data Validation, Debugging, JSON, Technical Troubleshooting

Tools & Platforms: CRM Systems, HealthTech Software, Intercom, JIRA, Microsoft Office Suite, SaaS Support, Zendesk

Methodologies & Operations: Documenting Bug Reproduction, Escalation, Order Reconciliation, Process Automation, Product Catalog Validation, Product Operations, Triage

Core Soft Skills: Active Listening, Conflict Resolution, Cross-functional Collaboration, Emotional Intelligence, Problem Solving, Professional Demeanor

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