technical support analyst advanced resolution escalation oracle crm ondemand resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Profile
Technical support veteran with extensive experience building, improving, and supporting cloud based applications.
Core Qualifications
Technical help desk experience
Strong analytical skills
Project management
Report Design
Excellent problem solving skills
Strong collaborative skills
Professional Experience
01/2007 to 11/2015
Technical Support Analyst - Advanced Resolution & Escalation, Oracle CRM OnDemandSumaria Systems, Inc. – Montgomery, AL,
Expedite investigation of customer issues through the Advanced Resolution and Escalation team.
Identify the proper resources and correct course of action.
Communicate status and procedure to Sales, TS, 1st level Tech Support and Management teams.
Engage customers directly to capture and address customer satisfaction issues with the support process as well as the product on advanced topics.
Analyze the feedback and submit appropriate terms to Support Management, Product Management, or 3rd Party vendors.
Identify and mentor candidates in 1st level tech support- to facilitate their processing, efficiency and effectiveness when working their service requests.
Work with Customer Advocates facilitating resolution on "red/critical" account issues.
Review solutions entered in the service request system for validity and clarity.
Responsible for continued development and maintenance of the analytics dashboard for CRM On Demand management.
Create and distribute customized reports, as well as Excel and Powerpoint presentations, utilizing internal OBIEE system.
A designated knowledge management publisher, responsible for new and existing content on internal and external portals.
Siebel CRM OnDemand.
04/2006 to 01/2007
Customer Advocate, Siebel CRM OnDemandSiebel Systems/Oracle Corporation – City, STATE,
Managing accounts (post-sales) for CRM On Demand Enterprise and SMB (Small and Medium Business) customers.
Drive contract renewals for SMB customers, and act as liaison to Sales for Enterprise contract renewals; proactively resolve account issues prior to contract expiration.
Initiate calls to customers to discuss customer's satisfaction and product usage.
Work with customers to define their desired business outcomes and success metrics.
Provide advice on implementation and best practices, leading to self-sufficiency of the customer's team.
Identify up -sell opportunities for Professional Services, Training and Product.
Coordinate with other teams as necessary to resolve customer issues, coordinate customer review sessions, and manage new opportunities.
Service Delivery Team, Siebel CRM On Demand Customer Care.
07/2005 to 05/2006
Service Delivery Team, Siebel CRM On Demand Customer CareSiebel Systems – City, STATE,
Maintain "expert-level" knowledge of CRM On Demand and UpShot products.
Research, develop and deliver solutions for publication on Customer Care knowledge base.
Review escalated defects from 1st level support group; verify that all necessary information is included.
Attempt resolution, or create a Service Request for Siebel Technical Support for defect investigation.
Coordinate ongoing investigation of escalated defects with Siebel Technical Support, Engineering and Product Marketing.
Review and register product enhancements into database for Product Marketing review.
Communicate with customers directly on any progress on or resolutions of escalated defects or enhancement requests.
Responsible for ongoing training of new and current Customer Care staff as well as customers.
09/2000 to 07/2005
Information TechnologistUpShot/Siebel CRM OnDemand – City, STATE,
Provide overall customer support for comprehensive online sales force automation tool.
Provide web-based training of software applications for customers, as well as one-on-one and on-the-job training for employees; assist in development of training materials.
Develop expertise in troubleshooting issues related to the use of Intellisync for Upshot Edition and conduct training.
Collaborate across teams to share information and produce resolutions to high-level support issues.
Education
Expected in 1991 to to
Master of Science: Recreation Administration University of Wisconsin - La Crosse, WI GPA:
Expected in 1986 to to
Bachelor of Arts: Psychology Lawrence University - Appleton, WI GPA:
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