Application Support Specialist with Power Platform Expertise

MUSTAPHA HUSSEINI

Chesapeake, VA *****

917-***-**** - *******@*****.***

PROFESSIONAL SUMMARY

Professional with robust experience in application support, equipped to deliver high- impact solutions. Strong focus on team collaboration and result achievement, adaptable to changing needs. I am skilled in troubleshooting, issue resolution, and user training. Reliable and flexible, with commitment to excellence in delivery service. Experienced with troubleshooting diverse software applications, ensuring optimal functionality for end-users. Utilizes technical expertise to identify and resolve issues promptly, improving overall system performance. Knowledge of effective communication techniques to guide users through complex technical processes and enhance user satisfaction.

SKILLS

• Customer Relationship Management

(CRM)

• Customer Onboarding & Training

• Technical Troubleshooting & Support

• Problem Resolution & Escalations

• Product Knowledge & Demonstrations

• Service-Level Agreement (SLA)

Compliance

• Data Analysis & Reporting

• Cross-Functional Collaboration

• Process Improvement

• Help Desk & Ticketing Systems

• Customer assistance

• Problem resolution

• Customer support

• System monitoring

WORK HISTORY

01/2021 to Current Application Support Specialist

Quontic Bank – NY, NY

• Function as the primary point of contact for customers, ensuring seamless onboarding experience and ongoing support.

• Delivered customer service by handling 100+ tier-one support inquiries daily via email and live chat, achieving a 15% increase in end-user satisfaction.

• Provide timely and effective solutions to customer inquiries, troubleshooting issues related to software, accounts, and integrations.

• Conduct product training and demonstrations to educate customers on best practices and maximize product value.

• Provide expert-level support and troubleshooting for Power Platform, SharePoint, Azure, Dynamics, and Office 365

• Analyze customer feedback and usage data to identify areas for improvement and increase customer retention.

• Collaborate with internal teams (Sales, Product, Engineering) to address customer concerns and enhance product features.

• Maintain detailed records of customer interactions and resolutions using CRM and help desk software (e.g., Salesforce, Zendesk, HubSpot).

• Key Achievements:

• Improved customer satisfaction scores (CSAT) by 85% through initiative-taking support and engagement.

• Reduced churn rate by 90% by implementing a structured onboarding process and personalized follow-ups.

• Developed a knowledge base that decreased support ticket volume by 80% through self-service resources.

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.

• Functioned as a liaison between clients and development teams, ensuring timely communication during critical incidents.

03/2015 to 12/2020 Technical Support Specialist

Movement Mortgage – Chesapeake, VA

• Assisted customers with technical issues related to software, hardware, and networking, ensuring prompt resolution within SLA timelines.

• Escalated complex issues to Tier 3 support teams while maintaining clear communication with customers.

• Documented troubleshooting steps and resolutions to improve team efficiency and knowledge sharing.

• Provided feedback to the product team on recurring customer issues and potential enhancements.

• Assist in the onboarding and training of new team members, focusing on de- escalation practices and proper troubleshooting techniques.

• Develop and deliver comprehensive training programs and resources to enhance team members' troubleshooting knowledge.

• Maintain a solid understanding of Microsoft products, focusing on their security features and configurations.

• Document support requests in the IT service management system and track the resolution process.

• Perform routine maintenance and updates on IT equipment and software.

• Contribute to the creation and maintenance of user guides and knowledge base articles.

• Provide training staff on new software and technology tools as needed.

• Collaborate with other IT team members to identify and resolve technology issues.

• Participate in IT projects and initiatives aimed at improving the overall IT infrastructure.

• Always maintain a prominent level of customer service and professionalism.

• Key Achievements:

• Reduced the average response time by 80%, leading to improved customer satisfaction.

• Led a project to streamline ticketing workflows, increasing efficiency, and reducing backlog.

EDUCATION

05/2017 Bachelor of Science: Information system

Southern New Hampshire University - Manchester, NH CERTIFICATIONS

• CISA

• CompTIA Security plus

SOFTWARE

Encompass, Okta, ServiceNow, MS 365.

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