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Candidate Info
6
years in workforce
7
months at this job
BA
Mass Communication
Software Product Trainer, Software Support Analyst
- Executed all aspects of product training to ensure full understanding of applications
- Conducted classroom and virtual training sessions with diverse learner audiences
- Created and wrote product training materials and user documentation
- Produced, updated and maintained applicable learner training material and documentation
- Conducted product testing and served as subject matter expert for product testing and QA
- Analyzed client calls related to both enterprise and hosted software solutions
- Utilized Microsoft SQL Server Management Studio and SQL Server Profiler
- Reviewed data, tables, functions and stored procedures. Wrote and executed SQL queries
- Created, resolved or escalated support tickets
Candidate Info
26
years in workforce
8
months at this job
Computer Engineering
Software Support Analyst / IT Assistant / Customer Support / Help Desk
- Handled all Customer Service and Support calls and emails for [company name].
- Responsible for maintaining FreshDesk Cloud Support Software and altered the workflow of said software to meet business needs and routing requests.
- Helped Marketing rebrand the FreshDesk software Helpdesk to match business decorum, rhetoric, and styles.
- Altered the website traffic flow to show proper traffic as site was improperly managed. Influx of organic traffic was approximately 3,000 users per month maximum as tracked via the HubSpot analytics software.
- Responsible for opening and resolving support tickets for Alden's software and various hardware issues that occurred with Interoffice and Corporate customers in a timely and appropriate manner.
Candidate Info
2
years in workforce
2
years at this job
BS
Mathematics
Software Support Analyst - Tier 2
- Provide application and service support in maintaining and developing proprietary, web-based procurement application
- Direct user assistance in navigating the system, resolving technical issues related to data and/or the system itself.
- Performed QA testing, user training and in-depth data analysis.
- Provided technical support, debug code (Java, JavaScript, & PL/SQL) and develop small agents.
- Work closely with call center representatives, senior level analysts, QA and software developers to support the system and its users.
- Responsible for improvements to the internal support infrastructure helping to refine internal procedures with the intent to further improve client satisfaction.
Candidate Info
13
years in workforce
5
years at this job
AS
Applied Science Degree
BS
Information Technology Management
Software Support Analyst
- Respond to customers questions, calls, and email to resolve issues relating to TouchNet E-Commerce applications with SQL 2005 including support for Windows 7.
- Troubleshoot moderate to complex issues found internally and reported by customers. Apply fixes to resolve issues. Work with Software Developers and IT staff to troubleshoot/resolve issues.
- Manage and coordinate installations, fixes, and upgrades for TouchNet software with Colleges/Universities Business Office staff and Information Technology staff.
- Assist in Quality Assurance testing and Technical document reviews.
Candidate Info
18
years in workforce
2
years at this job
HS
High School Diploma
AS
W / Comp Sci
BS
Computer Science
Software Support Analyst
Troubleshooting of OS, tac accounting software and database issues
- Informed clients of IRS/State regulations and guided them to do their end of year taxes
- Used a phone ticketing system to manage tickets
- Large client/call volume which demanded speed and organization
Candidate Info
4
years in workforce
10
months at this job
BA
Computer Information Systems
MA
Information Technology And Management
Software Support Analyst
- Provided remote, proactive system monitoring and support to customers for vendor software issues
- Used ticketing system to maintain and troubleshoot customer's technical issues
- Debugged software application issues using logs, traces and virtual environments
Candidate Info
9
years in workforce
8
months at this job
AS
Applied Science
BA
Information Science & Technology Management
Customer Software Support Analyst
- Provide assistance to our external client base via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software
- Perform remote dial-in support to clients as needed
- Diagnose, troubleshoot, and resolve application/device questions and potential issue
- Perform database queries using SQL MS SQL Server
- Provide education to clients on functions and features while working with them so they can become more self-sufficient
- Properly escalate potential problems as needed to next tier, leadership, etc.
- Clearly and concisely document all correspondence and activities related to tickets in client tracking software
- Seek continuous API Healthcare solution knowledge and industry knowledge
- Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or API Healthcare as a whole
- Work to meet or exceed individual, department, and corporate goals and imperatives
Candidate Info
6
years in workforce
2
years at this job
HS
High School Diploma
BBA
Computer-information Systems
Senior Software Support Analyst
- Support/Troubleshoot network communication between POS units, servers, and merchants.
- Analyze issues with POS software and SQL code in databases.
- Perform onsite monitoring of sites to resolve issues with network and software.
