Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Zandalee Marshall

Zandalee Marshall

Application Support Specialist
Pretoria

Summary

Dynamic and results-oriented professional with extensive experience at IOCO, specializing in application support and customer service excellence. Expert in database administration and adept at fostering team collaboration, I significantly improved user satisfaction and efficiency. My proactive approach and ability to mentor teams have been pivotal in driving continuous improvement and achieving high customer satisfaction levels.

Overview

8
8
years of professional experience
1
1
Certification
1
1
Language

Work History

Senior Application Support Specialist

IOCO
08.2023 - Current
  • Served as a subject matter expert for multiple applications, providing guidance to both internal teams and external clients when needed.
  • Created comprehensive documentation for application functionality and support procedures, aiding in faster issue resolution.
  • Streamlined support processes for increased efficiency and reduced ticket resolution time.
  • Assisted in the development of training materials for new hires, conducting informative sessions on best practices in application support services.
  • Mentored junior team members to enhance their technical skills and improve overall team performance.
  • Established strong relationships with key business stakeholders, fostering a collaborative environment for addressing and resolving application challenges.
  • Managed incident escalation process, coordinating with senior management and stakeholders for effective communication during crisis situations.
  • Improved user satisfaction with timely and accurate issue resolutions.
  • Influenced positive change within the organization by championing continuous improvement initiatives related to the support function.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Used OMA/Azure to track, maintain and update trouble tickets.
  • Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
  • Achieved high levels of customer satisfaction through timely resolution of complex technical issues related to supported applications.
  • Developed comprehensive user guides and training materials to facilitate successful application adoption.
  • Provided training to end users on new and updated systems and software.
  • Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Sales & Service Coordinator

XBCIT
02.2022 - 08.2023
  • Managed a high volume of customer interactions, ensuring timely resolutions and positive outcomes.
  • Streamlined processes for enhanced efficiency, resulting in faster response times to client inquiries.
  • Contributed to the creation of quarterly reports highlighting team achievements and areas requiring attention.
  • Provided training and support to new team members, improving overall productivity within the department.
  • Liaised with internal departments such as finance and operations, ensuring seamless service delivery across all touchpoints.
  • Resolved complex customer issues through proactive communication and problem-solving skills.
  • Coordinated logistics for product deliveries, minimizing delays and maximizing client satisfaction.
  • Collaborated with sales representatives to achieve monthly targets consistently.
  • Analyzed sales trends to identify opportunities for growth and improvement in outreach efforts.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed through with client requests to resolve problems.
  • Took ownership of customer issues and followed problems through to resolution.
  • Created and reviewed invoices to confirm accuracy.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Monitored daily sales performance and provided feedback to each team member.
  • Developed and implemented strategies to increase sales and improve customer service.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Coordinated with other departments to provide smooth execution of sales initiatives.
  • Developed and enforced policies and procedures for compliance with company policies.
  • Negotiated more favorable rates and delivery times with vendors.

Test Analyst

Signify Software
11.2019 - 02.2022
  • Reviewed all test cases and test scripts for quality and identified additional areas to review.
  • Reduced production issues by implementing rigorous regression testing before each release.
  • Optimized test cases to maximize success of manual software testing.
  • Facilitated quick issue resolution through clear defect reporting, providing precise steps to reproduce along with relevant screenshots or logs when needed.
  • Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
  • Ensured smooth communication between QA and development teams, participating in regular meetings to discuss progress updates and address challenges collaboratively.
  • Maintained accurate documentation of all testing activities, enabling efficient review of results by project stakeholders.
  • Participated in available trainings to improve software knowledge.
  • Collaborated with cross-functional teams to ensure seamless integration of system components during end-to-end testing.
  • Continuously updated technical skills through training programs, staying current on industry best practices for software testing methodologies.
  • Improved software quality by designing and executing comprehensive test plans.
  • Met with quality assurance, developers and project managers to assess scope and sequence of project.
  • Contributed to successful product launches by identifying bottlenecks during stress testing and proposing optimization solutions.
  • Assessed third-party tools used in the testing process, providing recommendations for tool selection based on compatibility with organizational needs and budget constraints.
  • Evaluated product requirements, translating them into detailed test scenarios and validating expected outcomes.
  • Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Enhanced user experience with thorough usability testing and providing actionable feedback to developers.
  • Boosted team efficiency through effective knowledge sharing sessions and mentoring junior testers.
  • Ensured compliance with industry standards, conducting meticulous security and performance tests on applications.
  • Completed in-depth usability testing on Windows, Android and iOS mobile devices.
  • Evaluated function, performance and design compliance of every product against design standards and customer needs.
  • Advised developers on problems with databases, performance and other issues.
  • Completed pre-implementation testing for new system modifications to assess potential impacts.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
  • Incorporated delivery requirements into planning of testing schedules.
  • Authored and maintained well-organized, efficient and successful manual test cases for entire team.
  • Kept scripts and test cases updated with current requirements.
  • Documented testing procedures for developers and future testing use.

Application Support Consultant

Ford Motor Company SA
01.2017 - 10.2019
  • First line contact for Dealer Network.
  • Available for inbound at Outbound calls.
  • Conduction Audits on information given to us by Dealers.
  • Attend to dealer review reporting & presentations.
  • Retrieving and sending of data on request for management.
  • Auditing of Dealership learners' information on the academy website.
  • Sending out important Bulk mails.
  • Registration and Termination of learners on the Ford academy website.
  • Data Accuracy check on a regular basis.
  • System testing up on request.
  • Notifying Training manager on training or course discrepancies on the LMS system.
  • Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.
  • Developed and implemented successful onboarding program.
  • Increased training session attendance, actively promoting sessions through engaging communications and scheduling flexibility.

Education

High School Diploma -

Hoer Skool Overkruin
Pretoria, South Africa
04.2001 -

Skills

    User training

    Agile methodology

    Quality assurance

    System testing

    Analytical thinking

    Customer communication and empathy

    Organizational skills

    Active listening

    Team collaboration

    Desktop support

    Help desk support

    Problem-solving

Certification

ISTQB Certified Tester Foundation Level (CTFL) - International Software Testing Qualifications Board (ISTQB)

Timeline

Senior Application Support Specialist

IOCO
08.2023 - Current

Sales & Service Coordinator

XBCIT
02.2022 - 08.2023

Test Analyst

Signify Software
11.2019 - 02.2022

Application Support Consultant

Ford Motor Company SA
01.2017 - 10.2019

High School Diploma -

Hoer Skool Overkruin
04.2001 -

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Zandalee MarshallApplication Support Specialist