Lucasse Meris Pambou
(646) 655 - 8496-122 Adams Street, Stratford, CT, United States 06615
PROFESSIONAL SUMMARY
Application Support Specialist with over 8 years of experience who has developed a
comprehensive understanding of technical troubleshooting, problem-solving, and customer
service. With a strong background in hardware, software, and networking systems, I have honed
my ability to quickly diagnose and resolve complex technical issues. Throughout my career, I
have maintained a customer-centric approach, delivered exceptional technical assistance, and
ensured customer satisfaction. I have a demonstrated track record of effectively communicating
technical information to both technical and non-technical clients and have a strong commitment to
staying up to date with the latest technological advancements. I am a proactive and dedicated
team player, with a passion for delivering high-quality technical support.
WORK EXPERIENCE
Remote Senior Technical Support Engineer
Dec 2020 – May 2023
HubSpot, Inc. • Cambridge, MA, United States
• Solved complex technical issues through the Zorse proprietary ticket management system.
• Documented and tracked ticket histories, issues, and actionable steps are taken.
• Worked to resolve Severity-1 issues (Complete Outage, Core Functionality Defect, and Data
Loss) as part of the Off-Hours Support Process.
• Worked with Support and/or Development personnel to troubleshoot issues and identify
solutions to work around open issues/problems which are under investigation or pending
resolution.
• Created Knowledge Base Articles/Technical Notes.
• Proactively stayed up to date with all the latest technologies concerning HubSpot’s products
and the underlying technologies and dissipated this knowledge to other support personnel.
• Provided technical support and product training to other team members.
Remote Software technical support analyst
Jul 2017 - Feb 2020
vidIQ, Inc. • San Francisco, California, United States
• Performed analysis and determine client problems and document these issues.
• Troubleshooted and debugged web applications and Chrome extensions.
• Worked with the Development team to confirm bug issues and test fixes.
• Deployed Solutions to Users’ Issues
• Configure and set up new accounts and manage them through SQL DB
• Documented and Created KB and How-To articles based on Issues Resolved
• Managed Customers tickets using Intercom.
• Translated web application from English to French.
Application Support Specialist
Jan 2016 - Dec 2017
SMA Enterprises, LLC, Inc. • Denton, Texas, United States
• Prepared annual budgets and forecasting.
• Developed pricing and distribution strategies for convenience stores.
• Managed accounting, controls, and analytics for all convenience stores.
• Analyzed all billing procedures and obtains billing approval from owners.
• Collaborated with the accounting and revenue departments to prepare and distribute monthly
reports.
Remote Systems Support Engineer
Jan 2014 - Dec 2015
Ignite Technologies (Versata, Inc.) • Austin, Texas, United States
• Solved complex technical issues escalated by Level 1 & 2 Support staff.
• Documented and tracked ticket histories, issues, and actionable steps taken.
• Worked to resolve Severity-1 issues (Complete Outage, Core Functionality Defect, and Data
Loss) as part of the Off-Hours Support Process.
• Worked with Support and/or Development personnel to troubleshoot issues and identify
solutions to work around open issues/problems which are under investigation or pending
resolution.
• Created Knowledge Base Articles/Technical Notes.
• Proactively stayed up to date with all the latest technologies concerning Versata’s products
and the underlying technologies and dissipated this knowledge to other support personnel.
• Provided technical support and product training to other team members.
EDUCATION
Bachelor of Business Administration
Southeastern Oklahoma State University • Durant, Oklahoma
Jan 2015 - May 2017
Associates of Science/Business Administration
Grayson County College • Denison, Texas
Jan 2011 - May 2014
Full-Stack Developer Training
August 2017 - May 2018
CUNY Tech Prep (NYC Tech Talent Pipeline)
• Selected for a competitive yearlong industry-informed technical training program that blends
a full stack JavaScript Bootcamp with individualized professional development coaching.
• Designed and built a full stack JavaScript web application with 2 other developers to address
parking hassle primarily in New York City.
• Implemented app with Node + Express, Sequelize, and PostgreSQL for the backend and
HTML, CSS, JQuery, Handlebars, and React for a responsive front end; performed
automated testing with Mocha / Chai; deployed to Linux VPS on Google Cloud Platform.
SKILLS
Programing Languages & Frameworks:
HubSpot Proficiency
CRM Customization
Lead Generation and Nurturing
Content Creation and Management
Email Marketing
Marketing Automation
Sales Enablement
Integration Expertise
Continuous Learning
Project Management
Communication and Collaboration
Data Analysis and Reporting
JavaScript
HTML & CSS
Node.js
Sequelize
PostgreSQL
SQL, Linux, Computer Networking (HTTP,
HTTPS, TCP/IP, DHCP, DNS, and TLS.),
AWS, Google Cloud
Accounting and Finance Background
Vendor Management/Relations
Account Management
Ability to Work Independently
Mastery of Microsoft Office Suites
Superior Analytical Skills
Proficient Data Gathering
Great Presentation Skills
Strong Organization/Expert in Record
Keeping
Excellent Communication Skills
Oral/Written
Expert in Conflict Resolution
Outstanding Time Management Skills
Languages:
Native French
Fluent in English (verbal & written)
Conversational Spanish (verbal)
PROJECT EXPERIENCE
•
•
sPotme is a car parking and space renting web application that addresses the problem of
finding parking in congested metropolitan areas and exploits the lost income potential
from unused parking spaces.
Implement back-end aspects of project by building different controllers, implementing
most of the routes, and designing and creating some data models and database tables.
