Dena Tehrankhah

Product Support Analyst @Iress

Toronto, ON, CA

Responded to and managed client inquiries through phone, email, and Jira, ensuring timely and efficient resolution.Delivered end-user support and training via phone, remote access tools, and on-site visits.Diagnosed and troubleshot complex issues to identify root causes, escalating cases as needed to meet SLA requirements.Maintained high levels of customer satisfaction in a fast-paced, high-pressure environment.Created and maintained detailed documentation of known issues and procedures in the internal knowledge base, contributing to a 30% reduction in recurring support requests.Designed and facilitated software/platform training sessions for both internal teams and external clients.Collaborated closely with a specialized team providing technical support and in-depth investigations for Trading and Wealth Management software.Applied strong analytical skills to resolve multifaceted technical and business problems.Communicated effectively with clients, providing clear updates on issue status and next steps.Produced comprehensive training materials and onboarded new employees, improving organizational efficiency and knowledge retention.Executed high-quality implementation projects for financial and accounting software.Demonstrated strong teamwork, multitasking, and adaptability in high-pressure, fast-changing environments.Managed stakeholder relationships and collaborated with senior business users across multiple platforms.Partnered with development teams to ensure product solutions complied with regulatory requirements.

Hadaf High School

Diploma of Education, Mathematics and Statistics

Allameh Tabataba'i University

Master's degree, Management Information Systems

McMaster University

Master's degree, Engineering Entrepreneurship & Innovation

Islamic Azad University

Bachelor's degree, Information Technology