Loreal Goggins
Senior Triage Support Specialist @Avt, A Wipro Company
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WORK HISTORY
Senior Triage Support Specialist @Avt, A Wipro Company
Atlanta, GA, US
Responsible for driving world-class production support, focusing on communication, coordination, technical debugging, and documentation across multiple client platforms and products. Deliver excellent technical support with outstanding customer service, satisfaction, and timeliness.Familiar with end-to-end Customer/IT support processesProvide efficient support on product and integration issues, and ticket triaging. Follow detailed processes and workflows to support engineering teams. Support service Request Management. Support content creation, content update, and knowledge management. Solve basic admin, and configuration issues in SFDC. Rapidly diagnose, investigate, and resolve or troubleshoot issues and refine them into clear, concise communication and documentation. Communicate effectively with engineering teams to identify solutions to recurring product issues and improve on-the-ground engagement quality with cross-functional partners. Effectively and concisely communicate technical resolution, workarounds, or product confusion to bug reporters and/or engineering teams. Efficiently and effectively execute SOPs and develop and maintain the knowledge base.
EDUCATION
Kaplan University-Davenport Campus
Bachelor of Business Administration (BBA)
DeVry University-Georgia
Bachelor of Science (BS)
SKILLS
ABOUT LOREAL GOGGINS
Helpdesk Technician with 12+ years of experience in level 1 and 2 support and help desk…
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