Loic Sine

Bachelor's

Computer Science

Management Research Group

Technical Support Analyst

• Identify and mitigate root causes of software defects and operational glitches in a SaaS platform by analyzing API and application logs, along with executing SQL queries for database management, leading to substantial enhancements in product stability and user satisfaction. • Actively collaborate with the development team within an Agile environment to plan, develop, and refine features, ensuring seamless integration and functionality of new updates. • Systematically review and rigorously test new functionalities, ensuring that product updates consistently adhere to the highest quality standards prior to release. • Efficiently manage and resolve a substantial volume of client and internal IT inquiries via email and phone utilizing ticketing systems such as Jira and Salesforce, delivering exceptional customer service and maintaining high client satisfaction levels. • Develop and curate detailed internal documentation using Confluence, optimizing troubleshooting processes and enhancing team efficiency. • Serve as the primary IT support contact, streamlining technical resolution for internal teams and improving response times.