Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Maria Thomas

Waterloo,ON

Summary

Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player.

Overview

5
5
years of professional experience
1
1
Certification

Work History

APPLICATION SUPPORT ANALYST/SUPPORT REPRESENTATIVE

OPENTEXT
WATERLOO
10.2021 - Current
  • Supported Cloud Service application accounts via tickets,emails,phone
  • Enforced policies and execute client-side tasks such as deployment and education.
  • Support data protection software on PC's,servers and a wide variety of infrastructure
  • Troubleshoot technical issues with tools and skills on Mac/Windows servers including product training and implementations
  • Closing the tickets in time with high Customer Satisfaction (CSAT) and Quality (Critical Accuracy) and other KPI's.
  • Working with clients in improving existing support documentation are up to date
  • Experience in working on Salesforce Platform
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions

TECHNICAL SUPPORT REPRESENTATIVE

EXECULINK TELECOM
WOODSTOCK, ON
11.2020 - 10.2021
  • Technically helping clients for resolving their cable and internet connection issues
  • Enforce policies and execute client-side tasks such as deployment and updating
  • Ticket and task completion, ticket creation, and escalation and/or reviewing documentation
  • Ensure individual and department Key Performance Indicators (KPIs) and objectives are achieved
  • Identify sales opportunities and refer opportunities to Growth Sales Representatives 2
  • Perform outbound calling including customer call backs, installation reminder calls, installation confirmations, overdue accounts, and expired credit card calls

CUSTOMER SUPPORT REPRESENTATIVE

GATESTONE INC
BRANTFORD, ON
08.2019 - 11.2020
  • Respond to customer requests and inquiries via telephone, e-mail, and web base Chat
  • Diagnose and resolve technical problems encountered by customers
  • Consult internal software, tools and guides, to research customer issues and implement solutions
  • Document customer records with log of problems and solutions for use by other
  • Deliver exceptional customer experience while staying within our support scope guidelines
  • Trained newly joined employees

CUSTOMER EXPERIENCE SALES FLOOR ASSOCIATE

WALMART
BRANTFORD, ON
11.2018 - 06.2020
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
  • Developed strong rapport with customers and created positive impression of business.

Education

POST-GRADUATE - APPLIED NETWORK INFRASTRUCTURE AND SYSTEM ADMINISTRATION

CONESTOGA COLLEGE
Kitchener, ON
04.2019

BACHELOR’S - COMPUTER SCIENCE AND ENGINEERING

GNANAMANI COLLEGE OF TECHNOLOGY

Skills

  • Tracking and Documentation
  • Resolving Problems and Incidents
  • Customer Satisfaction
  • User Support and Troubleshooting
  • Troubleshooting and Modifications
  • Customer Communication and Empathy
  • Computer System Diagnostics Software

Certification

Microsoft Certified Solutions Associate (MCSA), Certification Number: H651-3777

Timeline

APPLICATION SUPPORT ANALYST/SUPPORT REPRESENTATIVE

OPENTEXT
10.2021 - Current

TECHNICAL SUPPORT REPRESENTATIVE

EXECULINK TELECOM
11.2020 - 10.2021

CUSTOMER SUPPORT REPRESENTATIVE

GATESTONE INC
08.2019 - 11.2020

CUSTOMER EXPERIENCE SALES FLOOR ASSOCIATE

WALMART
11.2018 - 06.2020

POST-GRADUATE - APPLIED NETWORK INFRASTRUCTURE AND SYSTEM ADMINISTRATION

CONESTOGA COLLEGE

BACHELOR’S - COMPUTER SCIENCE AND ENGINEERING

GNANAMANI COLLEGE OF TECHNOLOGY

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