Sharmen Osayan

Background

About Sharmen Osayan

PROFESSIONAL SUMMARY: Highly dedicated and results-driven Product Support Specialist with over 10 years of experience in Service Application, Level 2 Application Support, and customer-focused technical environments. Demonstrates a strong track record in improving customer satisfaction, resolving complex application issues, and ensuring SLA compliance. Skilled in incident management, troubleshooting, training delivery, and ITSM tools. Adept at fostering high-performing support teams and cultivating strong relationships with clients and internal stakeholders. Known for proactive problem-solving, attention to detail, and consistent delivery of high-quality service. Knowledge: Computers and Electronics — Knowledge of electronic equipment, and computer hardware and software, including applications and programming. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Skills: Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.