Adria Boultin

Technical Support Specialist @Vectorworks

Columbia, MD, US

Provide CAD help desk support to over end users and academic institutionswithin the U.S, Canada, Israel, and Australia on a variety of support issues.Identify, research and resolve end users’ software technical problemsProvide superior experience by addressing customer concerns, demonstratingempathy and resolving problems swiftly by responding to telephone calls, e-mail,live-chat, and other requests for technical support.Train and evaluate user problems, using test scripts, personal expertise andprobing questions to deliver online training to end users those not limited tooffices, and academic institutions.Assist in the creation of content for different marketing materials, illustrations,videos, etc.Effectively communicate with customers about account changes, new products orservices and potential upgrades.Manage expectations and exhibit excellent follow-through related to customersupport.Assess system hardware, software and suggested modifications to reduce lag timeand improve overall speed.Develop and test new product prior to release to assist development team in bugidentification.Collaborate with supervisor and team members to escalate and address customerinquiries or technical issues.Maintain and update salesforce customer service database.Document all transactions and support interactions in system for future referenceand addition to knowledge base.Improve professional performance through consistent hard work and dedication toprofessional development

Camden County College

Associate of Arts and Sciences (A.A.S.), Liberal Arts and Sciences/Liberal Studies

Martin Luther King Jr. High

High School Diploma