Eric Omand - Sr. Software Support Specialist, Storable

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Work Background

StorableSr. Software Support Specialist and SME

May. 2021 - Aug. 2024• Correspond with clients through phone and email educating them on the benefits of products, answering their questions, and solving their problems • Assist business stakeholders to generate insights by running reports, reviewing and analyzing reports, and answering questions about data • Collaborate with development team to improve products and user experience • Communicate and collaborate with other teams to relay client needs, maximize retention and growth, and communicate learnings • Analyze/troubleshoot data integrity issues and data discrepancies • Create/Add JIRA case to Salesforce Bug Tickets • Create and execute SQL queries via SQL database • Review and analyze log files • Investigate and resolve incidents with no known solution • Replicate and log reported bugs in bug tracking system • Create and log cases in Salesforce and ensure all issues are resolved professionally and timely • Consistently hit and exceed customer service goals • Train/onboard new support agents

e-greeSoftware QA Engineer

Nov. 2020 - May. 2021• Test Mobile (iOS, Android) and Web applications. • Participate in daily stand-ups and sprint planning. • Develop test cases against business requirements using TestRail. • Perform smoke, functional, UI, and regression testing. • Track and report defects with Jira. • Executed compatibility testing on a variety of devices and platforms.

KellyTechnical Support Specialist

Jan. 2020 - Dec. 2020• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks • Provide Apple customers support utilizing company resources, company protocols, and troubleshooting activities from a virtual call center environment. • Helped resolve technological problems for iOS devices; iPhone, iPad, iPod, Apple Watch, and AirPods. • Common solutions include resolving username and password problems, data sharing & synchronization, updating software, verifying proper hardware and software configuration and setup, power cycling devices, navigating customers through application menus, and troubleshooting email issues.

Beijing Waijiaoyi Eduction Technology Co., LtdOnline English Teacher (ESL - E-Learning)

Jan. 2018 - Aug. 2019• Commended for communication and personal effectiveness skills and always striving to apply innovative ideas to every class. • Utilized effective classroom management skills • Create and maintain a safe, fun, engaging, and encouraging learning environment for the children. • Effectively use props and reward systems to maintain children's attention, spark their curiosity, and reinforce what they have learned. • Utilize effective TPR techniques, body language, and facial expressions throughout the class. • Foster curiously and critical thinking in the students by asking age and lesson-appropriate questions. • Encourage literacy by requesting students always speak and answer in complete sentences. • Always correct the students in an encouraging way that edifies.

LyftDriver

Jan. 2017 - Aug. 2017• Completed over 2040 lyfts. • Maintained a positive 4.8 out of 5-star rating.

Sean S Munson Realty, LLCPrincipal Broker

Jan. 2014 - Dec. 2015• Recruited to provide counseling, advice, guidance, and support to agents in developing their target market and creating innovative marketing systems to attract ideal clients based on their personal goals and objectives. • Ensured the real estate firm, licenses and operations are compliant with and operating within state regulations and the Virginia real estate board.

Inspire, Awaken, Elevate, LLC. Tester

Jan. 2009 - Dec. 2014• Self-educated on all areas of internet marketing including keyword research and analysis, content creation, blogging, on-page SEO, autoresponders, email marketing, landing pages, lead generation, and sales funnels. • Completed keyword research and analysis, and created keyword-targeted content including articles, press releases, and videos. • Ran and managed AdWords and Facebook PPC campaigns. • Performed A/B Testing on all marketing • Led and participated in online mentoring, coaching, training sessions, and attended several mastermind events and breakout sessions.

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