S

Shavanni Davis

About

Detail

Texas, United States

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Mckesson
    Help Desk Level 2
    Mckesson
    Nov 2024 - Current (2 years)
    • Provides Tier 2 support for enterprise-level healthcare applications, resolving escalated technical issues related to software, hardware, and network connectivity. • Collaborates with Tier 1 support, engineering teams, and third-party vendors to troubleshoot complex problems and implement timely solutions. • Utilizes ticketing systems (e.g., ServiceNow) to track, prioritize, and document service requests and incident resolutions in accordance with SLAs. • Consistently maintains high customer satisfaction ratings by providing timely, empathetic, and effective support in a fast-paced environment. • Performs root cause analysis and contribute to the creation of knowledge base articles to improve issue resolution and reduce recurrence. •
  • Northwestern Mutual
    System Support Analyst I
    Northwestern Mutual
    Apr 2020 - Jul 2024 (4 years 4 months)
    • Delivered Tier 1 technical and application support for internal financial systems, resolving end-user issues related to system access, data integrity, and functionality across multiple platforms. • Utilized JavaScript debugging and decoding techniques to identify and analyze application-level errors, helping pinpoint root causes and contributing to permanent fixes. • Identified and reported broken or malfunctioning front-end components, providing detailed technical analysis to assist developers in code modifications and issue resolution. • Diagnosed and resolved issues involving system performance, login failures, data discrepancies, and browser compatibility using standardized troubleshooting procedures. • Accurately logged service
  • US Cellular
    Help Desk Support Specialist
    US Cellular
    Sep 2016 - Apr 2020 (3 years 8 months)
    • Provided front-line technical support to customers by troubleshooting account issues, connectivity problems, and device errors, achieving high first-call resolution rates. • Applied critical thinking to choose appropriate workflows and solutions, effectively resolving escalated support cases. • Maintained top performance status through consistently high customer satisfaction survey results and KPI achievement. • Demonstrated strong client service orientation with an emphasis on user retention and issue prevention. • Consistently achieved top performer status by earning the highest customer satisfaction survey scores on the team • Balanced individual task ownership with active contribution to team success in a fast-paced call center
Education verified_user 0% verified
  • Riverside High School
    High School Diploma
    Riverside High School
    Sep 2008 - Jun 2018 (9 years 10 months)