EDI Senior Support Analyst Resume

SUMMARY

EDI professional with Six years of help desk experience providing EDI platform support, user and team training.
Proven success working in high - volume, 24x7 technical call centers.
Demonstrated strengths in rapidly diagnosing, noticing connectivity related trends, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users.
Known for excellent problem-solving skills and patience in dealing with frustrated users. Highly rated in customer survey’s and metrics.

TECHNICAL SKILLS

Process Flows & Call-Tracking Tools: ITIL incident management service processes in ServiceNow.

Software: MS Office (Word, Excel, Outlook, PowerPoint, Access); Cisco Finesse; Salesforce; Teams; Slack;

Networking: LAN & VPN/Remote Connectivity, TCP/IP

EDI Platforms: Confidential and Confidential

PROFESSIONAL EXPERIENCE

EDI Senior Support Analyst

Confidential

Responsibilities:

Routinely exceed customer survey expectations and metrics with top marks for customer service, communication skills and quick resolution, closing an average of 50 tickets daily on EDI related issues, questions, connectivity troubleshooting, and user administration.
Provides user support via ServiceNow Help Desk and Outlook using ITIL best practices, researching all supplier and customer connectivity issues, as well as data and mapping issues all while working to meet customer SLA's contracts. Effectively works remotely both independently and as part of a team.
Created and distributed online documentation, and knowledge base articles using ServiceNow and Confluence.
Executed scripts to disable/enable traffic in SQL, and other scripts as provided by the L2 teams.
Partnered with L2 and L3 internal teams based in both US and Internationally to resolve complex problems that require escalation. Provided detailed descriptions of issues in trouble tickets and followed up diligently to ensure SLA’s are met.
Routinely surpass ticket handling counts/metrics for multiple platforms with an emphasis on accuracy and meeting SLA requirements.

Network Admin Assistant

Confidential

Responsibilities:

Provided L1 helpdesk support of 25 users. Ensured quick resolution of user concerns and escalated more complicated issues to the Network administrator.
Platforms included Windows NT Server, Novell Client, GroupWise Mail, Windows 95,98, 2000, XP, and 7, Installed and configured McAfee E-Policy Management Console & VirusScan.
Updated inventory logs, ran daily reports, and other various tasks as needed.
Created and implemented company help desk support software using Visual Basic 6 and Access database, also created the user manual.