Tiven Appolis

• Improved system performance by troubleshooting and resolving complex technical issues.
• Developed comprehensive documentation, including user guides and technical specifications, aiding future development efforts.
• Provided L2/L3 technical support for end users across Microsoft 365 environments.
• Maintained remote servers and practiced safe secure methods.
• Provided exceptional technical support, addressing client concerns and ensuring their needs were met.

• Delivered technical support for enterprise SaaS applications in the real estate and financial sectors.

• Investigated application errors by reproducing issues and analyzing logs and database data.

• Collaborated with Development and QA teams to escalate, test, and resolve complex defects.

• Supported clients with configuration, security roles, permissions, and integrations.

• Collaborated with cross-functional teams to develop high-quality products that met customer needs.
• Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
• Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
• Provided technical support from tiers 1-3.

• Supported successful product releases by performing regression testing on existing features after each update cycle.
• Managed defect tracking systems effectively, prioritizing issues appropriately and ensuring timely resolution.
• Collaborated with QA analysts to establish, meet and maintain quality assurance thresholds based on best-practice tools.
• Enhanced user experience by collaborating with UX designers to identify areas for improvement in software interfaces.
• Created detailed bug reports complete with reproduction steps, enabling swift resolution by developers.
• Contributed to project planning efforts, estimating time required for completion of QA activities and adjusting as necessary throughout development cycles.

• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Documented faults and bugs for referral to development staff for use in updates.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.

• Performed root cause analysis of reported issues to enact corrections.
• Consistently met or exceeded performance metrics, contributing to overall team success.
• Delivered Tier-3 support and SME input to internal and external customers.
• Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
• Enhanced user experience by resolving complex software issues swiftly.
• Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.

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