Allison L. Deloatch
Software Support Engineer, Business software
Raleigh, NC · (919) 555 0146 · name@example.com · linkedin.com/in/allisonldeloatch
Key Qualifications
EXPERIENCE
Seven years in tier two and tier three software support
INDUSTRIES
Business software, accounting software, data platforms
SPECIALTIES
Escalation handling, defect reproduction, root cause write ups, customer training
SYSTEMS
Zendesk, Jira, Salesforce, Datadog, Postgres, Amazon Web Services
CREDENTIALS
Information Technology Infrastructure Library Foundation, Amazon Web Services Certified Cloud Practitioner
EDUCATION
Bachelor of Science in information systems, North Carolina State University
Executive Summary
Software support engineer with seven years handling escalated cases for business software companies in the Southeast. Reads stack traces and database logs rather than guessing, and writes the reproduction steps engineering actually needs. Handles roughly one hundred forty tickets a month for two hundred enterprise accounts.
Signature Achievements
- Cut median time to first meaningful response from nine hours to two by rewriting the triage rules in Zendesk.
- Reproduced a data loss defect that had been open for five months, which led to a fix in the next release.
- Held a customer satisfaction score of ninety three percent across sixteen hundred tickets in one year.
- Wrote forty two knowledge base articles that now deflect an estimated three hundred tickets a quarter.
- Trained nine new support engineers on log analysis, shortening their ramp from ten weeks to six.
- Reduced repeat contacts on billing questions by twenty eight percent after finding one bad configuration default.
Professional Experience
Software Support Engineer
Piedmont Data Systems, Raleigh, NC 2022 to present
Escalation queue for two hundred enterprise accounts on a data integration platform of four hundred employees.
- Own tier three cases from first contact through fix verification, staying with the customer the whole way.
- Query Postgres and search Datadog logs to separate customer configuration problems from product defects.
- File Jira defects with reproduction steps, sample payloads, and the exact version that failed.
- Run a weekly review with engineering on the five oldest escalations and what is blocking each one.
- Publish knowledge base articles for every issue that reaches a third customer.
Technical Support Analyst
Carolina Ledger Software, Durham, NC 2019 to 2022
Front line queue for small business accounting software used by twelve thousand customers.
- Answered sixty tickets a week covering import errors, permissions, and report questions.
- Built a checklist for file import failures that the whole team adopted.
- Escalated cleanly with logs attached, which cut back and forth with engineering.
Licensure and Certification
Information Technology Infrastructure Library Foundation certificate
Amazon Web Services Certified Cloud Practitioner
Education
Bachelor of Science in Information Systems, North Carolina State University, 2019
Core Skills
Zendesk · Jira · Salesforce · Structured Query Language · Postgres · Datadog · Python · Amazon Web Services · Log analysis · Technical writing · Customer training