Technical Support Analyst
Provided second level Customer Technical Support for ASG Software Solutions. This support was for application understanding programmer tools found in the Existing Systems Workbench. These tools included ASG-Alliance, Insight, Recap, Center, SmartDoc, and other application understanding products tools. This support included root cause analysis, problem recreation, logging of incidents in tracking system, testing of fixes, and when necessary, escalation of problems or product documentation issues to Development when required. I have worked directly with domestic and international customers, developers, as well as high level Customer Support management on various quality improvement implementations.
- Compiled and implemented Product Technical Specifications information for ASG
- Improved logging of documentation of past customer issues to provide step by step
- Provided enhancements to installation, upgrades, disaster recovery, reporting, and other
- Implemented and achieved departmental and company goals.