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Senior Technical Support Analyst Resume

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Tampa, FL

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TECHNICAL SKILLS

Operating Systems: AS400/System i, Windows 10, Windows Server 20012, 2016 and Linux

Software/Applications: Trusted Link System i, BizManager 400, BizConnect, BizLink, SecureLink, SQL, MS Office suite, Siebel, PGP Data Encryption Tools, Ultraedit, Edi Notepad, DBU

Networking: Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTP/HTTPS, AS1, AS2, AS3, 2BiSync, and MFT

PROFESSIONAL EXPERIENCE

Confidential, Tampa, FL

Senior Technical Support Analyst

Responsibilities:

  • Responsible for handling incoming requests and escalations about On - Premises Enterprise B2B software on the Confidential System i platform, with a customer base of over 10,000 companies
  • Proficient in implementing EDI server-based software, troubleshooting mapping, translation, database connectivity, communication gateway, and disaster recovery/role swapping issues
  • Proven expertise in identifying and resolving communication and encryption issues with AS1, AS2, AS3, SFTP, FTP/s, HTTPs, SSL, and PGP
  • Collaboration experience in organizational cross functional teams (NetOps, Comms, Implementations, Professional Services, and Development, etc.) to ensure the successful implementation or resolution of reported issue(s) for new and existing customers

Confidential, Alpharetta, GA

Technical Support Specialist I

Responsibilities:

  • Provided 2nd tier customer escalation support, managing customer expectations and closing the loop with corrective and resolution actions for technical solutions to customers requests based on severity of the issue via telephone, email, and/or customer portal
  • Demonstrated extensive ability to analyze and troubleshoot mission critical production software issues, manage and solve issues under conditions of uncertainty while meeting extreme deadlines, document and present technical information to both a technical and non-technical audience
  • Recognized, diagnosed, and resolved EDI mapping issues in TLi translation software

Confidential, Alpharetta, GA

Technical Support Specialist

Responsibilities:

  • Answered EDI customer phone calls, monitored and acknowledged emails
  • Documented all call information according to standard EDI operating procedures
  • Resolved EDI problems by clarifying issues, researching and exploring remedies and providing alternative solutions such as implementing a new solution
  • Recognized EDI customers problems that should be escalated to the next level for resolution and follow established procedures in escalating these problems

Confidential, Alpharetta, GA

Customer Support Agent

Responsibilities:

  • Primary technical contact to interface with business users for business partners
  • Assisted companies with deploying, maintaining and upgrading desktops, laptops, as well as peripheral devices and applications
  • Efficient at creating and maintaining support documentation, and solving at least 80% of daily help desk tickets created
  • Maintaining an average of 30 calls a day, which is 49% above the SLA standards
  • Consistently established and maintained relationships with customers, so that every customer feels like a key customer

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