SOFTWARE SUPPORT SPECIALIST II Resume Example

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.

Contributions Included:

• During and after implementation, I worked alongside implementation Project Managers to configure account settings 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.

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.

Contributions Included:

• 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.

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.

Contributions Included:

• 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.