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Software Escalation and Analysis

Posted on: 2015-04-08

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.

Technical Inventory

  • Microsoft Office Suite, including Excel and Access; SQL, SharePoint, JIRA; Windows XP, 7, 8; iSeries; Mac OS Xi10; Unix; currently enrolled in Microsoft SQL boot camp (10774 Querying SQL; 10775 Administering databases; 10777 Data Warehouse) with objective of MCSA certification in database administration.
  • HTML Essential Training – lynda.com, License A494BC
  • Web Design Fundamentals – com, License 69A1E5
  • SQL Essential Training – lynda.com, License FED15D
  • Certified Records Manager

Certifications

Education

·         MLS, University of Wisconsin, Madison. Library and Information Science

Technical Support Specialist 2.5                 2010 – 2014

Blackboard Engage – Formerly Edline                                      

Learning Community Management System for K-12 technology solutions.

  • Technical Support escalation 2.5 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 (98%).
  • 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 3 Call Takers out of 25 agents.
  • HTML and web design troubleshooting
  • Knowledge base development including TWiki conversion to SharePoint
  • CRM software ticketing for support issues using Sage Sales Logix

Product Support Specialist Level 2                                                        2008 –2010

Follett Library Resources

Help Desk Level 2 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 20% 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.
Supply Specialist (Sales)                                                                     2006 –2008 Zebra Technologies          

Technical Support Specialist                                                             2000 –2006

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.

Technical Support Specialist                                                         1997 – 2000

Weber Packaging Solutions