•Accomplished IT Support professional with nine years technical support experience prioritizing, troubleshooting, diagnosing and solving problems using excellent technical analysis. •Top contributor (State Farm) outperforming 70 employees and nominated for a Randstar ( Randstad’s Customer Service Award). •Led team meetings on technical issues and customer feedback which resulted in actions that reduced downtime and increased productivity. •Successful collaborations with internal and external stakeholders in the SDLC (Agile) and in problem resolution.
Skills
Kibana
Windows Server 2008 and 2012
SaaS applications – API calls
Atlassian Tools: Confluence and JIRA
IDERA
Exceptional Customer Service
Delivery, Staffing
Troubleshooting/root cause analysis
Documentation, Technical support
Email, Technical Writing
Features, Telephone
Front Office, Phone
HP, Troubleshoot
Html, Troubleshooting
Insurance, Video
Meetings, VPN
MS Outlook, XML
Outlook
Hardware configuration, Research
Hardware, SDLC
Clients, Scripts
Client, SOAP
Customer Service, SQL
SDLC: Agile Methodology
Technical Writing
Successful collaboration with stakeholders
Streamline, Networking
Ad, Network
Agile, Policies
Antivirus, Problem solving
API, Problem resolution
Attention to detail, Problem-solving
Audio, Project lead
Basic, QA
Call center, Relationship management
Windows
Work History
SOFTWARE SUPPORT SPECIALIST II, 11/2018 to 08/2020 Holland Residental – Denver, CO,
Leading Fin-tech company end-to-end loan servicing systems; my main responsibilities are to assist clients and internal users of our proprietary software system utilizing SQL, HTML and XML to research and resolve issues, analyze data and provide services for our highly-transactional applications, APIs, reports and third-party interfaces.
Key Contributions:
•Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment requiring extreme care and attention to detail.
Regularly troubleshoot complex client application, integration and environment issues escalated from Tier 1 support.
Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment.
Document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelines
•Facilitate problem-solving between end user and SLC development staff
•Participate with SLC development staff in testing new releases of the product.
Creating support documentation to help streamline problem solving and call resolution
•Monitor application status and provide support for issues related to the software.
Establish relationships with other partner teams that impact technical support (e.g.
Tool teams, third level team, QA, Development
•Provide technical support training and guidance to customers and other team members
• Manage an individual open case queue, while monitoring the team escalation queue and regularly receive escalated cases from management, and prioritize accordingly
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Enterprise/mid-sized software customer facing support or delivery experience required
• Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
+ Created ad hoc reports for management as requested
+ Wrote queries in SQL Server to troubleshoot data issues
+ Troubleshot SSRS reports by updating stored procedures
+ Created temp tables in database to insert client data then perform updates
+ Modified html to prepare loan documentation for portfolio owners.
APPLICATIONS SUPPORT ENGINEER, 09/2017 to 02/2018 Jpmorgan Chase & Co. – Ypsilanti, MI,
A leading SaaS platform technology company providing innovative solutions to drive engagement and travel loyalty between brands and their customers; my main responsibilities were to do root cause analyses of failed transactions as well as configuring account settings.
Key Contributions:
•During and after implementation, I configured account settings and provided support for new and existing client programs.
Worked directly with IT departments, clients, suppliers and management as the Subject Matter Expert (SME) in the Bridge2 Travel applications on projects and to resolve issues.
Served as primary point of contact between the IT team and the Travel Operations Service Center for application support.
Technical writing: authored and owned detailed documentation of client account configurations and resolutions.
Utilized SQL and SOAP (API) and REST (API) searches in the log files (kibana) to perform in-depth root cause analysis.
Successfully resolved escalated issues from the call center.
Made recommendations for application improvements in stand up (Agile) and process enhancements to improve the application.
IT SUPPORT SERVICES ANALYST, 09/2014 to 09/2017 Simpson Manufacturing Company, Inc. – Charlotte, NC,
The third largest US staffing firm in the United States of America; my primary responsibility was to diagnose and solve technical issues for internal and temporary employees.
Created and implemented Service Interruption Management process which improved communications and accountability, and reduced the down time of systems.
Project lead for implementation, configuration and testing for communications application for enterprise use in outages.
Prepared training manual for and trained Support Services team members in order to equip them to use software.
Application support for and assisted with QA testing for Randstad’s primary application, Randstad Front Office.
Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system.
Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.
Developed relationships internally and externally that fostered collaboration for effective problem resolution.
Taught users how to leverage features and functions of applications for efficiency and provided 'workarounds' where appropriate.
Documented incidents in ticketing system and added information to the Knowledgebase.
Used RDP, telephone and web application to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
Installed, identified, researched, configured and resolved various hardware, software and network issues.
Installed and monitored antivirus software on systems.
VPN and basic networking troubleshooting: TCP/IP, DHCP an DNS.
SOFTWARE SUPPORT REPRESENTATIVE, 08/2013 to 08/2014 Baptist Health – White Hall, AR,
One of the largest Insurance companies in the United States of America; my primary responsibility was to diagnose and solve technical issues for agents, employees and contractors throughout the USA and Canada while displaying remarkable customer service.
Key Contributions:
•Led team huddles where we discussed the day’s pressing technical issues and collaborated on resolving difficult issues which resulted in a reduction in down time for users.
Used RDP, telephone and Microsoft Lync to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
Expert in MS Outlook including rebuilding and renaming Outlook profiles and cached mode and performed troubleshooting of Microsoft Lync issues including audio and video meetings.
Transferred data between network drives.
Accurately maintained record of actions taken in HP Service Manager.
Utilized and updated resources such as the knowledge base and the bulletin board.
Education
Graduate: Business Administration, Expected in 2008 Nova Southeastern University - , GPA:
BS: Psychology, Expected in 2003 University of the West Indies - , GPA:
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