Client Support Analyst Resume Profile Cumming, GA - Hire IT People

SUMMARY

Twelve years of experience in delivering training to groups of all sizes and in a variety of environments.
Exceptional skill in development, coordination and implementation of training programs
Demonstrated flexibility with customization of programs to best meet client needs
Polished skills in authoring of product manuals, training materials and other documentation
Seasoned background in skills assessment and core competency analysis
Strong background in skills assessment and core competency analysis
Expertise in delivering technical support and training through a variety of formats
Broad knowledge of IT hardware and software configurations
Solid skills in ticketing systems and asset management

HIGHLIGHTS

EXPERIENCE

Confidential

Client Support Analyst

Manage client questions and concerns from creation to completion
Regular entries into the internal knowledge base to facilitate an improved customer experience on future calls
Maintain detailed records on client work including communication transactions, problems, actions taken, and issue resolution
Worked with PLSQL to audit transactions and troubleshoot client issues
Created knowledge base articles KBA
Escalated client issues or calls to more senior staff when needed

Confidential

Classroom Coordinator

On-site support representative for students staff using Android tablets in the classroom
Configured, repaired and reinstalled software as needed
Collaborated with staff and administration to maximize tablet use and close security vulnerabilities
Integrated proprietary software with third party applications to optimize tablet utilization

Confidential

Support Representative

Worked with Oracle to process customer RMA requests and forwarded to other departments for fulfillment
Regular entries into the internal knowledge base to facilitate an improved customer experience on future calls
Prompt entry of details into client CRM ticketing system
and utilized a variety of platforms, requiring a broad knowledge base
Provided exceptional support to clients in a call center environment. End-users were from a variety of clients
Initiated overnight updates of customer accounts and equipment maintenance
Functioned as an extension of the QA team, working with both hardware and software functionality
Responsible for staging new hardware and diagnosing problems with faulty units

Confidential

Administrator/Trainer

Fielded support calls from internal customers using Autodesk Constructware, a web-based application
used to manage complex construction projects.
Performed database administration and security access for internal customers
Authored training materials and quarterly newsletters for company employees and external vendors

Applications Trainer

Lead stand-up training sessions on the company's proprietary software products
Provided follow-up technical services to our customers who had attended product training
Appended and edited company software training manuals and documentation
Performed QA benchmarks on developer updates prior to launch
Conducted Lunch Learn courses on common software packages to internal customers looking for enrichment

Applications Specialist

Supported end-users in the use of both web-based and distributed products designed for the real estate industry
Delivered periodic training classes to clients across the US
Authored product manuals and training materials for both internal and external customers.

Traveling Trainer

Provided contract training services for Tyson Foods and other clients from the Southeast region
Trained end-users on Microsoft applications and proprietary products
Designed and configured a mobile computer lab on-site for all customers