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Cloud Computing Business Analyst Resume

Dublin, OhiO

SUMMARY:

Technical Customer Support and Relationship Management ProfessionalTechnical Customer Support - Relationship ManagementTechnical customer support professional with over 17 years of experience in technology organizations. Results driven individual with a dynamic career in a customer-care environment. Articulate communicator with strong relationship, technical, management, and analytical skills.

TECHNICAL KNOWLEDGE:

Data Communications: Async, Bisync, SMTP, X.400, FTP, TCP/IP, AS1, AS2, SSH

Data Formats: EDI (X.12, UCS, EDIFACT, TRADACOMS, PRH/PRT and others), XML

Operating Systems: Windows 7 and lower

Systems Software: CICS, Gentran Integration Suite, Gentran Director

PROFESSIONAL EXPERIENCE:

Confidential, Dublin, Ohio

Cloud Computing Business Analyst

Responsibilities:

  • Responsible for onboarding Confidential Brands onto bridge component to sync support tickets between ticketing systems.
  • Assist with new Confidential Brand acquisition migrations from existing CRM into Confidential approved CRM (Parature)
  • Create documentation for processes and procedures surrounding Software as a Service (SaaS)
  • Create best practice documentation relating to Software as a Service (SaaS)
  • Maintain monthly reporting on product usage across multiple Confidential brand organizations.

Confidential, Dublin Ohio

Advisory Software Engineer

Responsibilities:

  • Minimized customer downtime by providing technical problem resolution to Confidential customers and customer facing support staff; troubleshooting issues by phone or via email as required.
  • Resolved problems by applying technical expertise; determined what diagnostic information is required to resolve customer problems.
  • Escalates issues to appropriate technical development groups with the necessary supporting documentation
  • Ensured customer satisfaction with timely follow-up; approached problem solving from an overall solution perspective; resolved issues in a timely, respectful, considerate, and concerned manner
  • Increased customer and support staff technical skills through daily interactions
  • Completed tasks with minimal supervision or managerial intervention
  • Applied analytical, problem solving, and troubleshooting skills on a daily basis
  • Defined problems, collected data, established facts, and drew conclusions; read and interpreted technical drawings and documentation.
  • Expressed complex technical concepts in layman’s terms, both verbally and in writing
  • Developed an understanding of new data formats, protocols and systems with little training.
  • Assisted with troubleshooting translation and data issues pertaining to EDI, XML, Flat File and other data formats.
  • Assisted in the implementation and use of new and existing maps: used developed skills to troubleshoot mapping related issues.

Senior Customer Support Specialist

Confidential

Responsibilities:

  • Provided support to the 100 top revenue-generating customers for EDI-related issues in a call-center environment.
  • Managed customer relationships from both a technical and business perspective.
  • Maintained 95% customer satisfaction statistic.
  • Researched and resolved communication issues; acted as liaison when escalation was necessary.
  • Demonstrated team leadership responsibilities by mentoring co-workers.
  • Provided after-hours support on a rotating basis for designated Key Accounts.
  • Performed work-related tasks with minimal supervision, and handled ambiguous situations with little supervisory assistance.

Customer Support Specialist

Confidential

Responsibilities:

  • Provided customers with timely and accurate resolution via telephone for software- and network-related technical problems.
  • Maintained excellent customer and internal employee relationships.

Collections Specialist

Confidential

Responsibilities:

  • Responsible for collection of past-due accounts; drafted and processed collection paperwork.

Confidential, Columbus Ohio

Accounts Receivable Specialist

Responsibilities:

  • Performed corporate collections; worked with customers to resolve invoice problems.
  • Processed and distributed invoices on a daily basis, balanced daily receipts, and reconciled bank statements.

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