Software Support Analyst Resume Samples

Description :

1. Providing technical support through phone and email documentation and onsite training.
2. Advance analysis of application and data issues, provide solutions in the form of workarounds and/or training.
3. Administers training to corporate administrators and instructional staff.
4. Assisting schools with the scheduling of students amongst other educational processes.
5. Participating successfully in the training programs and special projects offered to increase the skills and proficiencies related to the assignments.
6. Reviewing state required documentation and train instructional employees to ensure state compliance for all schools.
7. Effectively monitors tasks/projects to ensure they are completed thoroughly and accurately.

Experience

7-10 Years

Level

Executive

Education

MBA

Description :

1. Provide day-to-day support of all village users, including c-level management and.
2. Confer with staff and management to discuss requirements for new systems or modifications to existing systems; recommend new equipment and/or software.
3. Set up equipment for employee use, ensuring proper installation of cables, operating.
4. Work with individual departments to observe job performance to determine what.
5. Information is processed and how it is processed to create a more efficient workflow.
6. Test and maintain the backup and recovery of all village data using tape, cloud, and snapshot technologies.
7. Perform application and software version updates; install system fixes and patches.
8. Generate reports for requested by individual departments and the general public.
9. Maintain data integrity at the village EOC; test and maintain all required hardware to ensure a viable disaster recovery plan.
10. Install and configure the Scala presentation software suite to display information on the villages peg tv channel.
11. Complete data migration project to move the villages utility department to palm.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Providing functional and technical support for leading California-based school business software. Currently support 25 customers via telephone and email in the finance area including budget, purchasing, accounts payable, accounts receivable, warehouse, general ledger and fixed assets modules.
2. Subject matter expert in purchasing and accounts payable processing and 1099 reporting: entering and processing payments using correct budget codes, check generation and printing; reporting and reconciliation of GL/AP.
3. Providing webinar and on-site training to new/existing customers on procurement, accounts payable, and fiscal processing.
4. Researches and resolves the most difficult and complex finance software problems.
5. Regularly assists in the software development process through collaboration with various teams across the organization. This includes writing software specifications and proofreading release notes and other documentation.
6. Quality assurance: documents test cases and perform unit and system integration tests related to complex changes to finance software for new releases.
7. Subject matter expert: proficient in SME area of tax reporting, workflow, requisite PO, accounts payable processing. Keeps current on legislation changes and customer requests. Serves as an internal resource for questions. Works with developers, testing, and documentation. Tests changes to software and reviews documentation. Writes blog posts.
8. Providing on-site assistance and training with the implementation team. Presents internal and external training workshops in the finance area.
9. Applying patches as needed to customer database or app servers, puts patches on ftp site with instructions for installation.
10. Writing functional specifications for new finance functionality and/or complex changes and leads discussions on the topic.
11. Escalating urgent or complex problems to appropriate internal resources.
12. Proficient use of axosoft ontime incident tracking system, SSMS, remote desktop, VPN.

Experience

10+ Years

Level

Senior

Education

BA

Description :

1. Providing support for all company system-related production activities. 
2. Ensure all scheduled jobs extracting, file transfers, and other activities occur on time and are successful.
3. Open and track help desk tickets in the Cherwell system. Update help desk tickets in the system and advise originator of actions taken to identify system problem and problem resolution.
4. Interface with developers to define system requirements for large projects, as required.
5. Collaborate with developers to analyze and classify change requests. 
6. Monitoring computer system processes, identify problems and resolve in a timely manner.
7. Ensuring the accuracy of the production issue database, by entering maintaining, and verifying.
8. Providing general technology support services for both internal and external clients, ensuring.
9. Performing system testing on production changes to ensure the accuracy of processing prior to implementing changes in a production environment.

Experience

10+ Years

Level

Senior

Education

MS

Description :

1. Supports nextgen Qsidental web - cloud-based digital charting practice management. Patient and doctor management, clinical management, appointment scheduling and advanced insurance management.
2. Supports nextgen EDR 5. 0 integrated solution for EDR, EHR and practice management.
3. Exceeded QSI customer support annual target of 250k revenue requirement through promoting, recommending software upgrades and services to clients for two consecutive years.
4. Manage clients reported problems, document all customer/case details and provided incident resolutions using salesforces case management system.
5. Create and maintain nextgen knowledge articles and break/fix articles to resolve common application issues and errors to keep dental support up to date with technical skills in resolving clients EDR application system.
6. Write up the known issue and identify defective code to report data fix and recommend software enhancement to rd and QA teams.
7. Assist QA team by testing pass/failed fixes of a software defect in the test environment before rolling out updates in production.
8. Collaborating with teammates, reproducing issues, and utilize documentation and the knowledge base to bring issues to resolution.
9. Using WebEx meeting, LogMeIn, the secure link, VPN to connect to client system/workstation to troubleshoot and resolve application and system issues.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Providing tier 1 level support for over 500 global users using the meters, inc product quality management system (PQMS) product complaint management system and Rheumatrex, inc safety system (RSS) adverse event system with issues relating to data maintenance, reports, login failures, user IDS, software enhancements, and bugs.
2. Responding promptly to requests with quick resolution time. Use additional resources from developers, if necessary.
3. Responsible for managing and resolving user requests and issues through an iris/ ITSM ticketing system, Sharepoint, meters communication software.
4. Successfully maintain an on-time closure rate for tickets of 90% and above for slas in each quarter since 2007.
5. Software tester and quality assurance representative for remetrex, inc.
6. Performing functional, field level, report, and regression testing to verify expected results based on customer requirements. Identify and record all passing results and non-conformances.
7. Creating all necessary unit integration testing documentation of each new software release for all remetrex inc software products, including a newly developed product for communication management.

Experience

10+ Years

Level

Senior

Education

Associate

Description :

1. Facility management software designed to help media companies improve efficiency and reduce costs.
2. Providing thorough technical support and problem resolution for the client with the specific reported issue for media pulse software.
3. Creating and maintaining a successful relationship with the client, service providers, and co-workers.
4. Assisting solution consultants produce the custom functional solution to issues that are specific to the client.
5. Assisting internal resources and third-party vendors scheduling for meetings for quality assurance and functionality inquiries.
6. Accessing, managing, manipulating different database and setting up use cases to test reported issues.
7. Working closely with upper management investigating the current functionality of the program and determine the outcome.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Providing primary technical support to staff for any hardware and software related issues.
2. Writing and maintaining all technical documentation for all software, policies, and procedures of the IT department.
3. Consistently performs research and provides ideas for any new technologies, software, or procedures that.
4. Coordinating information needed for documentation and training between departments.
5. Ordering and maintaining all inventory of equipment and software licensing.
6. Administering set up for all hardware and software, as well as all hardware replacement and repair.
7. Administering and maintains all servers, Cisco IP phones, network equipment, and printers.

Experience

2-5 Years

Level

Junior

Education

Associate

Description :

1. Providing an end user system support for Agris agricultural accounting system.
2. Supporting various propane and fuel accounting issues within energy force software.
3. Troubleshooting of users accounting and bookkeeping issues for a/p, a/r, g/l, commodity management, and inventory management packages of Agris software.
4. Communicate varying accounting issue resolutions effectively to end users.
5. Audit month end variances and find correcting AJE for data flow to JDE.
6. Acting as process SME for co-operative accounting and bookkeeping workflow.
7. Writing procedures for users for various cooperatives throughout the country.
8. Providing onsite training for end users on Agris and energy force software.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Effectively communicate with internal and external clients via phone, email, and web Ex to troubleshoot and resolve issues for seven software hosted and desktop products.
2. Receiving highest client satisfaction rates among the entire support team, including tier I analysts, tier II analysts, and solutions engineers, at 94%.
3. Maintaining a daily case queue using Cisco to track steps taken to timely resolve software issues, transition cases, and communicate to all necessary parties.
4. Exceeding department goals of 24-hour case closure percentage every month. The department-wide goal was 70% and I averaged 82% and was the first ever in company history to get over 90% in any given month.
5. Utilizing SQL proficiently to troubleshoot and resolve issues for end users.
6. Managing product defects and enhancement requests in Jira and confluence.
7. Working cross-functionally with Devops on SAAS releases for troubleshooting and confidence testing.
8. Trainer and coach for new hires within the software support department.

Experience

2-5 Years

Level

Junior

Education

BA