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Tier 2 Application Support Analyst Resume

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Falls Church, VA

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SUMMARY:

  • Strong problem - solving, communication, customer service and interaction skills. Team player, focused, and willing to lend a hand with any project.

TECHNICAL SKILLS:

Applications: Microsoft Word 2007; Microsoft Excel 2007; Microsoft PowerPoint 2007; Microsoft Office 2007; Active Directory; TCP/IP; Cisco Router 2600; LAN/WAN; Citrix; Axys; Verizon GUI; Taft; Footprints; RIO; MCI; Qwest; BMC Remedy Mid Tier 7.6 and 8.1Ticketing System;

Operating Systems: Windows 2000; Windows 2000 Server; Windows XP; Windows 7; Windows 10; Linux; Redhat Linux; Cisco; SQL;

Database: Microsoft Access 2005

Programming Language: Visual Basic

Skills: PeopleSoft; Eudora Pro; 55 WPM; 10 Key by touch; Data Entry.

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, Va

Tier 2 Application Support Analyst

  • Provide first and/or second level application problem resolution to end users (agents and brokers) in a call center environment; via telephone and email on a Federal Government contract associated with the Affordable Care Act by creating tickets in BMC Remedy Incident Ticketing 8.1.
  • Acquired Public Trust Clearance, which allows access to VPN, Remedy, CALT (Collaborative Application Lifecycle Tool), EUA (Enterprise User Administration), REGTAP (Registration for Technical Assistance Portal), and the CMS (Center for Medicare and Medicaid Services) Enterprise Portal.
  • Respond to incoming inquiries, via telephone and/or emails, from healthcare providers, government officials, key stakeholders and IT vendors.
  • Assist end users (agent/brokers, issuers, MCU (Marketplace Change Utility) and zone users) via phone and/or email with login support, password resets, troubleshooting general error messages, support navigating through the application using CALT (Collaborative Application Lifecycle Tool), EIDM (Enterprise Identity Management) and the CMS (Center for Medicare and Medicaid Services) Enterprise Portal.
  • Research and resolve inquiries in a professional, timely, and accurate manner.
  • Escalate all Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk.
  • Follow established support policies, procedures, and standard operating procedures (SOPs).
  • Follow up on all escalated Tier Two and Tier Three inquiries within 24 business hours.
  • Acting team leader when supervisors weren’t present.
  • Train temporary and seasoned employees on systems and policies.
Confidential, Clinton, Md

Accounting Assistant/Help Desk

  • Answer phones, schedule appointments, and file inquiries for tax returns.
  • Respond to client and government inquiries.
  • Research tax issues relating to taxable transactions and deductibility.
  • Track and resolve outstanding Accounts Receivable issues.
  • Provide computer help desk support with end-users.
  • Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
Confidential, Orlando, Fl

Repair Tier II Technician

  • Provide first call resolution over the phone in a call center environment; troubleshooting using appropriate LEC ticketing system (Bellsouth, SBC, and Verizon) to resolve issues for residential and business customers.
  • Documents, tracks, and monitors all help desk interactions to ensure a timely resolution and maintains thorough communication with the user until the repair request can be closed.
  • Assist Network Operating Center by providing technical support for T-1 dedicated business lines.
  • Researches questions using pre-documented instructions and guidelines to perform the functions of the repair job and quickly escalate problems that require urgent attention or senior-level support.
  • Configure customers DSL via Netopia router once they’re unable to get online.
  • Help customers setup email via Outlook and Outlook express.
  • Construct voice mailboxes and reset passwords via MCI technology system.
  • Load prepaid customer’s long distance minutes via Telefyne system.
  • Add customer’s long distance via Qwest Remote Control system.
Confidential, Lake Mary, Fl

Problem Resolution Representative

  • Verify customers account in a call center environment by their name & last four digits of social security number.
  • Receive payment for invoices and new accounts.
  • Troubleshoot cellular phones for discrepancies and resolve the problem(s).
  • Activate phones, setup voicemail, reset voicemail passwords, and power cycle phones.

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