Tableau: Business Intelligence and Analytics Software
DAMONT J. WHITE
Goodyear
Summary
Dynamic Product Support Analyst skilled in cross-functional coordination and remote support. Proven ability to streamline support workflows and enhance customer satisfaction, driving timely resolutions for escalated cases and fostering strong client relationships.
Experienced with troubleshooting and resolving technical issues in fast-paced environment. Utilizes effective communication and problem-solving skills to ensure customer satisfaction. Knowledge of industry-standard support tools and methodologies, ensuring efficient and accurate solutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Product Support Analyst
Dutchie
Remote
10.2022 - Current
- Analyzed customer inquiries to provide effective product solutions and enhance user experience.
- Collaborated cross-functionally with engineering and product teams to resolve technical or compliance issues efficiently.
- Conducted onboarding sessions to enhance knowledge retention among new support staff.
- Implemented feedback mechanisms to identify recurring issues, leading to process improvements in support workflows.
- Prioritized and managed a high volume of support tickets, ensuring timely responses and resolutions.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
POS Technical Support Specialist
DoorDash
Remote
03.2020 - 11.2022
- Resolved customer inquiries through effective troubleshooting and technical guidance.
- Streamlined support processes, enhancing response efficiency and customer satisfaction.
- Managed escalated issues, ensuring timely resolution and maintaining service quality standards.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
System Analyst – Technical Support III
Wyndham Worldwide, WHG
Phoenix, AZ
02.2012 - 03.2020
- Analyzed system requirements to enhance hotel management software functionality.
- Created and executed comprehensive process documentation to facilitate seamless IT systems integration and migration.
- Collaborated with cross-functional teams to identify and resolve system-related issues.
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
- Conducted post-implementation reviews to capture lessons learned and improve future projects.
- Led team in implementation of major systems integration project, ensuring seamless communication between different software platforms.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
Technical Support III
Wyndham Worldwide, WHG
Phoenix, AZ
07.2008 - 02.2012
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Identified issues, analyzed information, and provided solutions to problems.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
Education
Associate of Arts - Information Technology
University of Phoenix
Phoenix, AZSkills
- Cross-functional coordination
- Network troubleshooting
- Remote support
- Hardware troubleshooting
- Escalation management
- Operating systems
- Problem-solving
- Microsoft windows and office
- Troubleshooting network issues
- Software installation
- Hardware installation
- System upgrades
- Hardware and software configuration
Certification
STI Knowledge - Certified Help Desk Professional
Software
Splunk
Atlassian
Microsoft Excel
Timeline
Product Support Analyst
Dutchie
10.2022 - Current
POS Technical Support Specialist
DoorDash
03.2020 - 11.2022
System Analyst – Technical Support III
Wyndham Worldwide, WHG
02.2012 - 03.2020
Technical Support III
Wyndham Worldwide, WHG
07.2008 - 02.2012
Associate of Arts - Information Technology
University of Phoenix