Elvira Nformi

• Application support : Supported end user requests L1, L2, L3 approximately 20 out-in bound and emails.
• Boosted customer Retention by providing exceptional product support and addressing user concerns
• Bugging and Monitoring: Investigation and monitor apps, user experience.
• Automate scripts: Perform updates, configurations using bash scripts.
• Data Analysis: Query data using sql (joins, sub-querry, varied functions , views, etc)
• Ticketing via service now

Environments: include: Linux, Windows, Jenkins, Ansible,Mysql Dynatrace)

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Tracked customer service cases and updated service software with customer information.
• Investigated and resolved customer inquiries and complaints quickly. Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Trained and developed students' skills in word-processing, spreadsheet and database programs approximately 40 students per class .
• Set up computers and networking systems, delivering step-by-step instructions on basic use.
• Worked with fellow teachers to devise and implement support plans to help students excel.
• Mentored fellow teachers on integrating technology in their classrooms, raising the overall standard of instruction at the school.
• Enhanced students'' computer skills by incorporating hands-on activities and real-world applications into lessons.