Barry Stephen Davidson

Barry Stephen Davidson

About

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Technical Support Specialist
Medellín, Antioquia, Colombia
Contact Barry regarding: 
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Full-time jobs
Starting at USD10/hour
Flexible work
Starting at USD10/hour

Timeline

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Résumé

Jobs verified_user 0% verified
  • S
    BD Technical Support
    Stuart Logistics
    Feb 2018 - Current (8 years 4 months)
    • Jira, Confluence, SLA, KPI, Ticket Management, Case Prioritization, Knowledge Base and API troubleshooting and Documentation • SaaS, ERP, Cloud Infrastructure, TMS (Transportation Management Systems) and Beta Testing • API and Software Debugging and Troubleshooting, Network Diagnostics, Configuration and Integration • Logistics and Processes, Triage, Bug Escalation, Cross Functional Collaboration and Continuous Improvement • Remote Support, Customer Success, Relationship Building, Technical Training & Development
  • C
    Customer Care Engineer
    Dec 2012 - Jan 2018 (5 years 2 months)
    Provide multi-channel Technical support (phone, email, chat, tickets) for SaaS cloud platforms. Effectively troubleshoot user reported issues, configuration, workflows integrations and escalations. Recipient of 5-star customer service award for customer satisfaction and communication. Maintained 98% first time fix rate and above 95% NPS and CSAT scores.
  • Sonos
    Customer Care Engineer – Senior Technical Specialist
    Sonos
    Dec 2012 - Jan 2018 (5 years 2 months)
    Troubleshoot complex software, hardware and network issues documenting reproducible steps. Act as a liaison between customers and development teams, escalating bugs via Jira until resolution. Tested and replicated bugs, providing detailed documentation to engineering for resolution. Collaborated on product releases, offering customer facing insights and feedback reducing support volume. Troubleshoot API issues and update documentation reducing case handling time by 25%.
  • P
    Technical Support Specialist
    Prometheus Group
    Jul 2011 - Nov 2012 (1 year 5 months)
    Provided multi-channel end to end SaaS support for ERP implementations. Onsite, telephone, email, ticket management and remote SaaS support. Test and replicate bugs / ongoing issues and documenting and escalation to engineering teams. Managed bug replication and escalation process, acting as a link between customers and development teams. Delivered end user training and ongoing support for configurations, enhancements and system optimizations. Maintained knowledge base reducing response times by 30% through improved self-service resources.
Education verified_user 0% verified
  • Edinburgh Napier University
    BA(Hons) Commerce with Business Information Management
    Edinburgh Napier University
    Sep 1996 - Jun 2000 (3 years 10 months)
    2.1 award