Software Escalation and Analysis Resume
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Resume:
Qualifications Summary
Provides advanced support and training with a high standard of internal and external customer satisfaction. Experienced in identifying and resolving client challenges. Thrive on opportunities to collaborate with clients, personnel, and senior executives; drive innovation and identify and translate customer needs into concrete, marketable initiatives. Seeking a position in support escalation or business analysis.
- Microsoft Office Suite, including Excel and Access; SQL, SharePoint, JIRA; Windows XP, , ; iSeries; Mac OS Xi; Unix; currently enrolled in Microsoft SQL boot camp ( Querying SQL; Administering databases; Data Warehouse) with objective of MCSA certification in database administration.
- HTML Essential Training – lynda.com, License ABC
- Web Design Fundamentals – com, License AE
- SQL Essential Training – lynda.com, License FEDD
- Certified Records Manager
Learning Community Management System for K- technology solutions.
- Technical Support escalation . for online grade book product and ancillary products on Windows, Mac and iSeries-based systems (CIMS).
- Maintain high standards of client satisfaction, as measured by positive client surveys (%).
- Resolve client issues including application and system errors, network permissions and installation problems for end users and administrators.
- Phone and Email Support. Consistently in Top Call Takers out of agents.
- HTML and web design troubleshooting
- Knowledge base development including TWiki conversion to SharePoint
- CRM software ticketing for support issues using Sage Sales Logix
Help Desk Level for Follett eBooks, including Cafe Scribe (BryteWave) and Follett Digital Reader software.
- Provided advanced software technical support for both bookstore and university help desk services.
- Initiated analysis of cases for future product development using JIRA and Excel.
- Participated in development of Follett eBook reader software and MyScribe software.
- Edited and wrote online documentation for software.
- Trained first- level help desk contractors, doing WebEx presentation of materials in PowerPoint.
- Established successful working relationships with internal and external clients.
- Region exceeded quota by % for all quarters.
- Started monthly technical tips column for supplies department.
- Quoted custom supplies for business and direct customers.
- Designed custom labels.
- Provided sales and printer support for Zebra supplies and printers for internal and external customers.
Hardware:
- Supported software and drivers for applications using Zebra thermal transfer bar code printers. Focus on mobile printing and RFID for AIDC applications.
- Provided trouble-shooting for local and network data communications, printer functions, and programming with Zebra Programming Languages (ZPL, EPL and CPCL).
- Used CRM ticketing with Oracle database.
- Trained staff and document printers.
- Internal Auditor for ISO certification compliance.
Software:
- Application support for customers using Zebra drivers and label printing software, including support of Access and Excel applications.
- Tested new releases of software.
- Prepared documentation for software.
- Documented label design procedures and other related procedures as needed to resolve customer problems.
- Telephone and e-mail support for customers and staff using Weber’s proprietary label printing software.
- Wrote VBA scripts for data collection terminals (PDTs), load and test PDT applications.
- Tested new releases of software and prepared documentation.
- Coordinated database applications, such as Access, with labeling software.
- Trained staff and customers in the use of software.
