Versatile Software Specialist with experience in diagnosing technical issues and delivering superior customer support. Proficient in troubleshooting software and effective verbal and written communication, while enhancing user satisfaction through effective solutions.
Experience
ConnectWise
Oct 2022 – Jun 2025
Business Knowledge Specialist
● Consistently received above a 90% for Quality and Technical Reviews/Audits
● Taught team members on different modules
● Volunteered and was selected to join multiple task forces to alleviate pressure from the
team when an influx of cases entered the Support Queue
● Received above 95% consistently on Customer Satisfaction Surveys
ConnectWise
Mar 2022 – Oct 2022
Jr Business Knowledge Specialist
● Consistently resolved cases in a timely manor increasing efficiency of the small team by 20%
● Top case closer for mulitple months with an average of 25 cases a week
● Created over 40 Knowledge Articles for the company, publicly publishing 17 myself
● Promoted to a full time colleague after 6 months, only 2 of the 7 colleagues on the
contracting team to achieve this
