Software Production Support Analyst Resume Columbia, MD - Hire IT People

TECHNICAL SKILLS

Microsoft Office, Windows 10, Ubuntu, JIRA, Remedy Ticketing Service, Salesforce, MAC OS X, AWS Cloud Practitioner Certified, Python, SQL, MS Visual Studio

PROFESSIONAL EXPERIENCE

Confidential, Columbia, MD

Software Production Support Analyst

Responsibilities:

Provides client support and technical issue resolution via email, phone, or web
Assist Software Release managers to determine release schedule for web based software enhancements across Production and Testing environments
Partner with Business Analyst and software developers to determine software implementation strategies
Test and report software bugs to developers and set follow ups with customers until resolution

Confidential, Columbia, MD

Technical Support Specialist

Responsibilities:

Provides technical support to Confidential clients for issues pertaining to product configuration, software issues, and general usability concerns.
Generates daily tickets that are tracked in JIRA and Salesforce for documentation purposes of customer complaints and software related issues that need to be escalated
Produces training content for internal and external clients to better understand Confidential products and services while increasing workflow and overall customer satisfaction

Confidential, Laurel, MD

Office Administrator and Tech Liaison

Responsibilities:

Served as an account manager of approximately 950 wireless lines for device testing purposes and work provided equipment across the Washington, DC/Baltimore region through monitoring cost analysis, distribution of equipment, and configuration.
Worked directly with Confidential executives to ensure all administrative and technical issues were resolved promptly and accurately concerning their equipment and day to day logistics for the business
Provided internal support during migration and configuration of Cisco Telepresence video services throughout local offices
Administered technical support for all laptops, wireless aircards, mobile devices, and tablets that were issued to internal and external customers including software setup and configuration of wireless services
Was designated as a training lead in the distribution and creation of training materials during company migration to Google G - Suite for Business

Confidential, Hanover, MD

Business Government Analyst & Training

Responsibilities:

Served as an account manager for high revenue business accounts by providing customer support for general inquiries to, cost analysis reports designed
Provided technical support to end users pertaining to wireless smartphones and device issues related to dropped calls, poor wireless signal, device failure, and cellular network outages.
Administered training for end users and employees on proper troubleshooting techniques to ensure First Call Resolution metrics were achieved as well as high Net Promoter Scores in customer satisfaction.