Tech SUPPORT ANALYSTÂ Resume peachtree CITY, GAÂ - Hire IT People

SUMMARY

To provide extensive support, leadership as well as studentship, in all areas to maintain and gain well rounded experience as an asset to the workplace.

TECHNICAL SKILLS

Project management:

I’ve managed and have been project lead on various work environments both technical/software related. In reference to the technical - Lead on Scheduled Tasks of Software/Web Service revision testing in support of an Integration /Production-Software Development team. This entailed utilizing platforms such as SoapUI, as a primary interface for functional/API testing and reporting. Projects such as User Manual modifications and updates due to the latest changes on various platforms, delegation tasks in support of time-critical support goals.

SALES-LEADERSHIP:

As a Self-Starter, entrepreneurially, for the past 4-5 yrs., managed and sold digital services to various business owners (restaurants - contractors, etc.), providing Website design, Search Engine Optimization and Marketing. Supervising additional assistance and strategic outsourcing for success.
Marketing, selling and execution as Supervisor of various residential-commercial construction and remodeling projects. Interfacing with home and business owners, contracting agreements and subbing out the work (masonry-concrete, carpentry, flooring.)

EXPERIENCE

Confidential, peachtree CITY, GA

Tech SUPPORT ANALYST

Daily resolution of technical issues via phone, email, and remote access for customers (Logistical Service providers, LTL Transportation Industry) and internal departments on a wide variety of installed software and SOA systems
Taking Lead ownership of all customer interactions with continual follow through completion
Maintaining an efficient working knowledge of SMC3 products and services while fully supporting end users and potential customers on all platforms
Accurately documenting in CRM all customer contacts, resolution steps and customer feedback
Continuously play as medium between Sales, Software/Product Development teams daily/weekly
Always keeping company standards and projected goals in mind due to the understanding of the ‘macro’ picture as the SOA service provider of the LTL industry
Providing leadership as needed in the team environment as well as training incoming Support Team members

Confidential

Technical support

Daily supporting customers in pre-sales, application-setup, configuration and troubleshooting of FLIR Electrical/Mechanical, Testing and Thermal Imaging Products (Hardware & Software) via email, phone, etc.
Create knowledgebase documentation for the FLIR products, such as application notes, FAQs, and technical solutions.
Provide product training as needed for Customers, Sales Reps and FLIR personnel
Provide data analysis and feedback within engineering as requested.
Create troubleshooting and quick-tip guides as well as manual updates for internal and external distribution channels/customers/sales teams.
Support the QA/QC Service teams as needed as it relates to RMA process for defective hardware.
Document all incoming support tickets assigned and following thru to resolution and closing