Hayden Worden

High-performing Application Support Analyst, specializing in the healthcare SaaS sector. Proven track record of acting as a critical bridge between clients and development teams, investigating complex system functionality, isolating root causes, and managing high-priority ticket queues under strict SLAs. Recognized as a top performer with deep expertise in ticketing systems, JIRA tracking, incident management, and ITIL best practices.

Technical Support Engineer - Radar Healthcare - Leeds, West Yorkshire, UK

(2023-12)

• Incident Triage & Queue Management: Manage high-volume support queues in Freshdesk, prioritizing urgent tickets, maintaining SLA compliance, and handling communications during escalations or major system emergencies.
• Troubleshooting: Investigate complex software issues reported by healthcare clients, independently testing system functionality to isolate bugs, verify root causes, and determine whether behavior is a defect or expected functionality.
• Cross-Functional Collaboration: Act as the first technical contact between clients (both on-premise + cloud) and internal 2nd-line teams, developers, and system administrators, translating customer issues into precise, technical breakdowns in JIRA.
• Knowledge Leadership & Training: Draft comprehensive internal guidebooks and process documentation to streamline team workflows; personally train and mentor new support staff to high performance standards.
• Continuous Improvement: Proactively expand technical capabilities, including self-directed SQL learning to query backend databases and XML for product investigations.