Ebilin Alexander

Technical Support and Customer Operations professional with experience supporting fast-paced SaaS and operational environments through troubleshooting, escalation management, workflow support, and customer communication. Skilled in diagnosing technical issues, managing support cases, documenting recurring problems, and collaborating cross-functionally to improve operational efficiency and customer experience. Experienced supporting high-volume environments requiring strong problem-solving, clear communication, and timely issue resolution.

Currently pursuing an Honours Bachelor's Degree in Artificial Intelligence at Durham College with strong analytical and technical abilities.

Automation Support Specialist at TFT Global (GM Motors Facility) (2024-09 – Present)

• Manage real-time operational and technical support issues within a high-volume automated production environment.
• Diagnose software, workflow, and system-related issues impacting autonomous operations while minimizing downtime.
• Investigate recurring technical problems, identify root causes, and document findings for operational improvements.
• Take ownership of technical and operational issues from identification through escalation and resolution.
• Collaborate cross-functionally with operators, engineering teams, and vendors to resolve issues efficiently.
• Create operational reports, troubleshooting documentation, downtime summaries, and KPI tracking reports.
• Support onboarding and training of team members on troubleshooting procedures and workflow processes.

Information Technology Help Desk Support at FutureTel (2022-04 – 2024-08)

• Delivered Tier 1 and Tier 2 technical support through email and chat channels within SLA-driven environments.
• Managed customer support cases from initial contact through resolution while maintaining professionalism.
• Resolved software, login, access, and application-related issues for SaaS-based platforms.
• Managed ticket workflows using Zendesk, Jira, Freshdesk, and BMC Remedy.
• Guided users through troubleshooting steps, workflow navigation, and technical issue resolution.
• Documented recurring technical issues and contributed to internal support documentation.
• Collaborated with cross-functional teams to improve response times and operational efficiency.

Honours Bachelor's Degree in Artificial Intelligence – Durham College

Diploma in Electromechanical Engineering Automation & Robotics – Centennial College