Diana Nelson
Windsor
Summary
Experienced Product Support Specialist and educator with a strong background in technical troubleshooting, customer support, and user training. Proven ability to resolve high-volume help desk tickets and communicate clearly with diverse users, including ESL learners. Former internal employee with direct experience in product and transfer support, bringing strong system knowledge and customer-first problem-solving skills.
Overview
12
12
years of professional experience
Work History
PE and Health Teacher
Bethel Assembly Christian Academy
Windsor
08.2025 - Current
- Developed and implemented a comprehensive PE and Health curriculum for grades 2-9, establishing structure and programming where none previously existed.
- Advised administrators on ways they can improve existing policies related to student wellness programs.
- Resolved student and parent concerns through clear, professional communication, fostering a positive and supportive learning environment.
Product Support Specialist
Ellevation Education
Boston
05.2025 - 12.2025
- Provided technical support to educators by troubleshooting product issues and guiding effective platform usage
- Managed and resolved a high volume of inbound help desk tickets across email and other communication channels
- Delivered timely, accurate solutions while maintaining strong customer satisfaction and response time standards
- Maintained up-to-date knowledge of product features and updates to ensure accurate support guidance
- Collaborated with internal teams to escalate and resolve complex technical issues
Student Transfer Specialist
Ellevation Education
Boston
06.2024 - 04.2025
- Assisted customers with account and data transfers within company systems
- Ensured accuracy and efficiency in processing user requests and resolving issues
- Communicated clearly with clients to guide them through technical procedures
- Maintained attention to detail while handling sensitive user data and system updates
ESL Teacher
Self-employeed
Khabarovsk
06.2014 - 05.2018
- Supported English Language Learners in developing reading, writing, speaking, and comprehension skills
- Adapted instruction for varying proficiency levels and cultural backgrounds
- Used clear communication strategies to ensure understanding and engagement
- Built strong foundational skills in cross-cultural communication and learner support
Education
James Madison High School Online
Peachtree Corners, GASkills
- Technical Product Support
- Help Desk Ticket Management
- Customer Communication (Email, Chat, Phone)
- Troubleshooting & Problem Resolution
- Product Platform Support
- ESL & Multilingual Communication Support
- Time Management & Prioritization
- Attention to Detail
- Multitasking
- Teamwork and Collaboration
Languages
English
Native/ Bilingual
Russian
Native/ Bilingual
Timeline
PE and Health Teacher
Bethel Assembly Christian Academy
08.2025 - Current
Product Support Specialist
Ellevation Education
05.2025 - 12.2025
Student Transfer Specialist
Ellevation Education
06.2024 - 04.2025
ESL Teacher
Self-employeed
06.2014 - 05.2018
James Madison High School Online