K
Keith Otom
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St. Catharines, Ontario, Canada
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work
Full-time jobs
Starting at
USD20/hour
Résumé
Jobs
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Card services consultantAmerican ExpressJan 2024 - Current (2 years 10 months)- ETechnical Support SpecialistEli Health,Jan 2023 - Current (3 years 10 months)• Triaged and resolved 85% of complex client issues within SLA, using Postman and CURL to debug API integrations for clients like Canva and Monday.com.
• Supported internal teams by creating and updating product documentation, reducing onboarding time for new support staff by 20%.
• Collaborated with Technical Support Engineering to localize and escalate issues, ensuring seamless resolution for enterprise clients.
• Translated abstract stakeholder feedback into structured bug reports and feature requirements, contributing to 10+ platform enhancements.
• Maintained Zendesk and Salesforce records, ensuring 100% backlog accura - Field Tax support agentH&R BlockJan 2023 - Jan 2024 (1 year 1 month)
- Junior Technical Support AnalystBenchSciJun 2021 - Dec 2022 (1 year 7 months)• Provided technical support for BenchSci's AI-powered platform, resolving 200+ monthly tickets via Jira and Zendesk with a 95% customer satisfaction rate.
• Troubleshot web application issues, leveraging API knowledge to assist clients in integrating BenchSci's tools into their workflows.
• Streamlined backlog management processes, reducing unresolved tickets by 15% through proactive prioritization and follow-ups.
• Communicated complex technical solutions to non-technical users, tailoring explanations to ensure clarity and client confidence.
• Assisted in training 5 new hires on support protocols and platform functionality, enhancing team efficiency.
• Engaged in data entry by logging and managing
Education
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- Bachelor of ScienceBrock UniversitySep 2019 - Jun 2022 (2 years 10 months)
- Bachelor of ScienceBrock UniversitySep 2019 - Jun 2022 (2 years 10 months)