Summary
Overview
Work History
Education
Skills
Timeline
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Stevie Paree Sherry

Summary

Highly motivated, detail-oriented, and approachable professional with a strong foundation in customer service, administration, and technical support across diverse industries. Recognized for exceptional problem-solving abilities, proven organizational and leadership skills, and a proactive, hands-on approach to optimizing systems and processes. Committed to driving efficiency, supporting teams, and delivering high-quality results in dynamic environments.

Overview

9
9
years of professional experience

Work History

Application Support Lead

Covetrus
10.2023 - 12.2024
  • Developed customized reports for management review, enabling data-driven decision making related to application performance.
  • Streamlined support processes by creating detailed documentation and training materials for the team.
  • Collaborated with cross-functional teams to implement effective solutions, improving overall application efficiency.
  • Managed escalated cases to ensure timely resolution, maintaining strong relationships with clients.
  • Achieved service level agreements consistently by effectively managing workload among team members.
  • Increased team productivity by implementing best practices and standard operating procedures for application support tasks.
  • Mentored junior team members, sharing expertise on various applications and troubleshooting techniques.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Assisted in the development of new applications by providing valuable feedback from a support perspective.
  • Boosted end-user satisfaction by providing prompt and accurate support for various applications.
  • Led and developed a team of six, enhancing both their technical expertise and soft skills through hands-on mentoring and structured support.
  • Acted as a key liaison between corporate clients, upper management, and development teams to ensure clear communication, project alignment, and high-quality service delivery.

Technical Support Engineer

Covetrus
06.2022 - 10.2023
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
  • Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
  • Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Patched software and installed new versions to eliminate security problems and protect data.

Application Support Specialist

Covetrus
08.2018 - 06.2022
  • Provided training to end users on new and updated systems and software.
  • Optimized system performance by recommending hardware upgrades or configuration adjustments based on usage patterns and load testing results.
  • Improved customer satisfaction by providing timely and efficient support for various applications.
  • Enhanced application functionality by diagnosing and resolving software issues.
  • Interacted with clients to resolve issues and answer software-related questions.
  • Conducted thorough root cause analysis on recurring issues, implementing long-term solutions that reduced support requests.
  • Achieved high levels of customer satisfaction through timely resolution of complex technical issues related to supported applications.
  • Responded to customer inquiries and provided technical assistance over phone or via Email or Chat.
  • Monitored system performance to identify potential issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.

Technical Support Consultant

Concentrix, Australia
03.2016 - 11.2016
  • Participated actively in continuous learning opportunities to maintain proficiency in relevant technologies and methodologies.
  • Developed user-friendly guides and resources, simplifying complex information for non-technical users.
  • Consistently exceeded customer expectations by delivering personalized service tailored to individual needs.
  • Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
  • Delivered comprehensive training sessions for new staff members, ensuring a thorough understanding of company procedures and tools.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Education

Complete SQL Bootcamp 2022

Udemy Business
01-2022

Skills

  • Problem resolution
  • Customer support
  • Network configuration
  • Incident management
  • Remote technical support
  • User training
  • Hardware and software repair
  • System administration
  • Teamwork and collaboration
  • Microsoft windows and office
  • Organizational skills
  • Excellent communication

Timeline

Application Support Lead

Covetrus
10.2023 - 12.2024

Technical Support Engineer

Covetrus
06.2022 - 10.2023

Application Support Specialist

Covetrus
08.2018 - 06.2022

Technical Support Consultant

Concentrix, Australia
03.2016 - 11.2016

Complete SQL Bootcamp 2022

Udemy Business

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Stevie Paree Sherry