Suzan Shaker
Support Manager @Walmart
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WORK HISTORY
Support Manager @Walmart
Mississauga, ON, CA
Managed a team of 4 to triage and deliver comprehensive support, assisting with an average of 145 tickets per month and maintaining a 95% satisfaction rate.• Identified issue patterns and prioritized resolutions with other teams based on impact.• Communicated business needs and requested new solutions from the product/development teams.• Validated new solutions and test cases
EDUCATION
Sisters Of Nazareth School
High School, Jordan Secondary School Diploma
University of Wollongong in Dubai
Master's degree, Computer/Information Technology Administration and Management
BrainStation
Associate's degree, Data Science
Princess Sumaya University for Technology
Bachelor’s Degree, Computer Engineering
ABOUT SUZAN SHAKER
With over three years of experience in technical support, I specialize in resolving complex technical issues, optimizing support workflows, and fostering seamless integrations. I lead a team providing high-quality support, maintaining a 95% satisfaction rate, and collaborating with product and development teams to prioritize impactful solutions for business needs. My expertise includes SQL, Python, and API integrations, with a proven track record of automating processes and analyzing data to streamline operations. A dedicated problem-solver, I excel in cross-functional collaboration and delivering user-centric solutions to enhance business operations and customer satisfaction.
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