Resume Home Customer Product Support Representative Bremerton, WA - Hire IT People

SUMMARY:

Enthusiastic System Support Analyst seeking to benefit an IT Department with strong support knowledge and leadership skills. Support is a passion for me and I truly excel in this area.
Excellent customer support and communication skills
Proven ability to learn quickly, specifically in technical areas
Self - motivated with the ability to work independently
Relational skills that promote effective interaction with a wide range of individuals
Exceptional organizational skills derived from a career of balancing day-to-day duties
Support end users remotely and on site
Identify, troubleshoot, research, support and resolve customer application issues
Escalate issues to development team, as necessary
Vast technical knowledge, possess both deep functional and technical knowledge of supported applications
Demonstrated ability to teach and coach classroom and web-based training
Assist with process flow for resolution of issues and application defects
Familiar working in .Net, Java and Oracle based applications
Comfortable running and updating SQL Queries in PL SQL

TECHNICAL SKILLS:

WebEx, LANDesk, Remote Desktop, SharePoint, Borland Star Team, PL SQL for Oracle, MS Office

PROFESSIONAL EXPERIENCE:

Confidential, Bremerton, WA

Home Customer Product Support Representative

Responsibilities:

Confidential, Tacoma, WA

Senior Support Analyst

Responsibilities:

Primary support for multiple large scale financial application, utilized by more than 20,000 teammates
Provide Tier 3 application support to customers (500+ nationally and internationally)
Analyze problems, answer questions and provide training
Identify, test, and document workarounds for defects
Provide timely updates to customers on open support issues
Built and maintained successful relationships with application users
Research issues on various databases, internal & external applications to resolve inquiries
Generate and document manual processes to be used for daily system analysis and health checks
Introduced new processes to the support and development teams for working support tickets
Implemented triage process for aging support tickets and tasks, maintained reporting for triage across the support and development teams
Quality Assurance multiple application releases
Manage the Quality Assurance process for multiple application releases
Create training manuals

Confidential, Tacoma, WA

Trainer, Accounts Payable

Responsibilities:

Successfully rolled out an imaging application for use in Accounts Payable and throughout 2,000+ patient treatment centers and a new teammate reimbursement application via on-line meeting center and conference call for use throughout the company.
Execute and/or review results of test plans to ensure the system meets requirements
Document new processes
Create training materials and manuals (paper and electronic)
Trained Accounts Payable teammates
Verify invoice accuracy and validate center identification
Code and key invoices; match back-up to invoices

Confidential, Tacoma, WA

Trainer, Reimbursement Operations

Responsibilities:

Trained new Reimbursement Operations teammates on multiple applications to perform their job duties
Monthly and weekly billing procedures
Proper claim accounting
Process for working credit balance accounts
Develop training materials and processes around new application functionality or changes
Setup billing templates
Managed security settings for billing system

Confidential, Tacoma, WA

Patient Account Representative

Responsibilities: