BRIANA BALDWIN
Tier 2 Technical Support Engineer
FemalePre-sales technical supportLive in United StatesNationality United States
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Work experience
Tier 2 Technical Support Engineer
Housecall Pro, Inc.2024.02-Current(2 years)- Resolve 30+ customer issues daily via live chat and email while maintaining a first-contact resolution rate of 90% and boosting CSAT by 15%. - Troubleshoot complex cloud platform issues, reducing escalations by 20%. - Author knowledge base content, reducing incoming chat volume by 10%. - Collaborate with Engineering on product improvements; identify recurring customer issues.Field Support Operations Representative II
Penumbra, Inc.2022.12-2023.12(a year)- Managed SAP data entry with 99%+ accuracy; processed complex documentation (invoicing, shipping). - Utilized Excel to verify pricing discrepancies; maintained thorough product knowledge in the medical device industry.Customer Support Advocate
ServiceTitan, Inc.2021.03-2022.05(a year)- Handled 100+ weekly SaaS technical cases via chat, email, and phone. - Queried databases using SQL; authored JIRA tickets for development resolution. - Mentored new hires on support best practices and ticket handling.Senior Technical Support Analyst
GAP, Inc. via ProUnlimited2020.08-2021.03(8 months)- Provided remote IT support for enterprise environments; resolved most cases during first contact. - Documented service cases in ServiceNow; ran diagnostics via PING and network tools.Technical Support Engineer
Vagaro, Inc. |2019.11-2020.05(7 months)- Supported 60,000+ SaaS users via Zendesk (email/chat/phone). - Advised clients on HTML/CSS edits for their business websites.
Educational experience
Google Data Analytics
2019.01-2023.01(4 years)Las Positas College
2019.01-2020.01(a year)San Joaquin Delta College
Public Speaking, Communication Studies2015.01-2017.01(2 years)Coding Dojo
Web Development2013.01-2017.01(4 years)
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