SaaS Technical Support & Real Estate Expert

Lauri Tufts

Mesa, AZ ***** 480-***-**** **********@***.*** https://www.linkedin.com/in/lauri-tufts-6342064/ TECHNICAL PROFICIENCIES

SaaS Platforms – Tier 1 & Tier 2 Troubleshooting, Cloud & Desktop Environments Systems – ERP Systems, DMS Systems, Digital Unix, Linux Networking – LAN, WAN, TCP/IP, DNS, VPN

Tools – Salesforce, Zoho Desk, MS Office, Zoho Assist, RDP, Teams, Slack, Zoom, AI tools, SSMS (familiar) Hardware & Software – Installation, Configuration, Diagnostics, Support PROFESSIONAL SUMMARY

SaaS and Technical Support Specialist with deep experience troubleshooting complex software, hardware, networking, and cloud issues. Known for clear root-cause analysis, responsive multi-channel support, and calm, empathetic communication that builds trust with customers. Experienced supporting domestic and global clients and consistently earning 5-star CSATs. Fast learner trusted with high-urgency, customer-impacting issues. EXPERIENCE

Client Support / Product Support / Technical Support Specialist Vehlo – Scott Systems October 2025 – May 2026 Remote

• Resolved 250+ monthly tickets for a 1,100-client SaaS base through advanced MaxxTraxx setup & troubleshooting, consistently reducing handling time.

• Diagnosed complex Windows, desktop, and cloud issues; resolved configuration conflicts and performance problems.

• Escalated 5-10 high-impact issues monthly to Engineering & Product with complete technical detail.

• Created and updated FAQs, KB articles, and training materials.

• Collaborated cross-functionally to share insights and drive product improvements. Sr. Product Support Specialist Datasite

August 2024 – May 2025 Remote

• Delivered 400+ monthly resolutions for a 2,000+ global client base, supporting high-demand professional users in Mergers & Acquisitions with expert workflow guidance.

• Managed multi-channel requests via Omni 3.0 with timely, accurate responses.

• Partnered with Sales, CSMs, Product, and Engineering to resolve issues quickly.

• Delivered training and best-practice guidance through a consultative approach. Technical Support Representative Dataset (Contract – VitalEdge) April 2023 – May 2024 Remote

• Resolved 300+ monthly ERP & DMS issues for large equipment dealerships, consistently meeting strict SLAs.

• Led 3+ daily international bridge calls to coordinate resolution of critical issues.

• Diagnosed complex product problems and escalated high-severity cases to Engineering/QA.

• Managed user configurations, installations, upgrades, and patch deployments.

• Provided customer feedback to Product, Sales, and Logistics to support enhancements. IT Support Specialist Rochelle LLC

June 2012 – April 2023 Remote

• Rebuilt LAN infrastructure, improving throughput and reducing latency by 30%.

• Delivered responsive technical support with a 94% CSAT rating.

• Managed hardware/software procurement and inventory, reducing costs by 17%. Licensed REALTOR (Concurrent with Rochelle LLC)

2012 – 2023 Arizona

• Represented buyers and sellers in high-stakes transactions, resulting in 20+ five-star Zillow reviews for outstanding service.

• Guided clients through complex decisions with clear, empathetic communication.

• Managed contracts, negotiations, deadlines, and compliance, collaborating with lenders, title teams, inspectors, and other key stakeholders to ensure smooth closings.

Stay-at-Home Mom 2006–2012

• Oversaw day-to-day household management, including planning, budgeting, and coordination.

• Balanced multiple priorities while maintaining structure, consistency, and a supportive environment.

• Returned to the workforce with enhanced time-management, adaptability, and communication skills. Regional Technical Support Specialist (Tier 1 & Tier 2) ADP Dealer Services August 1996 – March 2006

• Provided white-glove technical support to 2,000–3,000 dealership locations across United States and Canada.

• Managed 20–40 escalations monthly requiring engineering, development, or onsite coordination.

• Delivered onsite and remote troubleshooting, training, and implementation support.

• President – Quality of Life Committee.

EDUCATION

Applied Computer Science coursework — College of Lake County Licensed Real Estate Agent (2012–Present)

PROFESSIONAL ACHIEVEMENTS

Quality All-Star Award (2 recipient)

President’s Club

VOLUNTEERING

Adult Literacy Volunteer

Girls on the Run Coach

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