Justine Rodgers

• Diagnosing and resolving technical bugs efficiently.
• Evaluating and escalating feature requests as needed.
• Addressing and responding to end-user inquiries.
• Updating and maintaining documentation on front-facing Wiki spaces to address common queries and share essential information with a broader audience.
• Ensuring adherence to corporate guidelines and policies.
• Collaborating remotely with team members to ensure timely delivery of project objectives.
• Tracking IT assignments, monitoring progress, and ensuring on-time completion of tasks.
• Researching, planning, and developing technical standards and requirements.
• Building and maintaining positive relationships with clients and colleagues, demonstrating effective communication and diplomacy across diverse cultural backgrounds.

Key Achievements:

• Took on additional responsibilities as a Product Support Specialist, including creating reports, providing feedback to App/Cloud Support Specialists, and conducting audits, on-call summaries, and monthly bug and feature request reports.
• Achieved promotion to Senior App/Cloud Support Specialist.
• Delivered onboarding and training for newly hired Product Support Specialists, App/Cloud Support Specialists, and other teams within Meta.
• Completed “Managing Requirements” training through Accenture.
• Conducted audits for various workflows, including Centra, Cases, and WhatsApp.

• Supported and resolved software bugs efficiently.
• Reviewed and escalated feature requests to appropriate teams.
• Addressed and answered end-user queries effectively.
• Updated and maintained documentation in front-facing Wiki spaces to address common queries and share crucial information with a broader audience.
• Coordinated with multiple engineering teams to handle escalated issues requiring advanced technical solutions.
• Provided ADHOC support on various projects as required.

Key Achievements:

• Served as the primary point of contact for WhatsApp Permissions in the EMEA region.
• Collaborated with the documentation and training team to develop content now utilised in the primary Facebook training program for new hires.
• Organised and hosted seasonal virtual team events across all regions, enhancing team bonding and morale during the COVID-19 pandemic.

• Delivered comprehensive IT solutions and support to enhance operational efficiency and system performance.
• Implemented and managed complex network infrastructure, ensuring high availability and security.
• Collaborated with cross-functional teams to identify technical requirements and provide tailored solutions.
• Conducted training sessions and created documentation to facilitate user understanding and compliance.
• Monitored system performance, conducted troubleshooting, and resolved issues to minimise downtime.
• Managed software installations, updates, and configurations, adhering to best practices and organisational standards.
• Led projects to upgrade hardware and software systems, improving overall functionality and user experience.

• Conducted training sessions on process workflows and advanced troubleshooting techniques for Technical Support Agents via phone and chat.
• Partnered with Tier 3 support to facilitate software updates and address JIRA-related queries.
• Effectively managed customer issues, set and communicated expectations, and ensured timely resolution.
• Collaborated with cross-functional departments, including installations, order management, legal, and executive teams, to address and escalate issues as needed.

Key Achievements:

• Commended by management for satisfying escalated customers.
• Boosted morale and engagement across all contracts in Dublin by arranging different activities, whilst serving as active member of Sports & Social and BEX (Beautiful Employee Experience) Committee.

• Delivered exceptional customer service and resolved daily issues promptly.
• Developed and maintained professional rapport through effective interpersonal communication.
• Collaborated with team members to achieve daily goals and improve performance.
• Utilised Salesforce to verify and manage customer accounts.
• Assessed and addressed customer issues via phone, email, and order management systems (Salesforce and Hybris).
• Coordinated with senior technical support specialists for advanced troubleshooting and hardware replacements.
• Provided proactive social media support using Sprinklr and Lithium platforms.

Key Achievements:

• Honored with the "Above & Beyond" Award in 2018 for fostering entrepreneurial spirit and driving innovation.
• Awarded the "Diving into Quality" accolade in 2019 for consistently achieving an average quality score of 90