Chanel Galvan
Senior Technical Support Specialist @Avt, A Wipro Company
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WORK HISTORY
Senior Technical Support Specialist @Avt, A Wipro Company
San Francisco, CA, US
Checked priority levels and investigate/triage based on established guidelines and criteria, ensuring that SEVs and High-Priority issues are addressed promptly. •Examined incoming requests or problems on the Service Cloud platform to ascertain their complexity, urgency, and severity. •Served as a cross-platform and product expert, instructing new Triage Specialists on debug techniques, processes, and the use of new products and tools to enhance team effectiveness and workflow.•Follow detailed processes and workflows to provide world class support to engineering teams.•Efficiently and effectively execute SOPs and develop and maintain the knowledge base.•Served as an expert across platforms and products and teach other Triage Specialists on new products, tools, processes, debug technique, to improve the team’s overall effectiveness, efficiency and workflows weekly.•Rapidly diagnose, investigate and resolve or troubleshoot issues and refine into clear and concise. communication and documentation.•Communicated effectively with engineering teams to identify solutions to recurring product issues and improve on the ground engagement quality with cross-functional partners.
EDUCATION
UC Berkeley Extension
Project Management & Leadership Management
De Anza College
Business
SKILLS
ABOUT CHANEL GALVAN
As a Technical Support Specialist at Applied Value Technologies, I provide efficient and effective support to engineering teams on product and integration issues that do not require code changes. I have a Google Project Management Certificate and a strong background in business and project management, which helps me to develop test cases, execute SOPs, communicate solutions, and document issues.I have over five years of experience in product support, working with leading technology companies such as Google and Facebook. I have collaborated closely with engineering and product teams to analyze product feedback, identify and escalate bugs, understand product functionality and features, and improve product quality and user satisfaction. I am passionate about technology and learning new skills, and I enjoy testing my own knowledge and solving challenging problems. I am always looking for new career opportunities and networking possibilities in the tech environment.
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