Cloud Computing Business Analyst, Resume, Dublin, Ohio - Hire IT People

SUMMARY

Technical Customer Support and Relationship Management Professional Technical Customer Support - Relationship Management
Technical customer support professional wif over 17 years of experience in technology organizations.
Results driven individual wif a dynamic career in a customer-care environment.
Articulate communicator wif strong relationship, technical, management, and analytical skills.

TECHNICAL SKILLS

Data Communications: Async, Bisync, SMTP, X.400, FTP, TCP/IP, AS1, AS2, SSH

Data Formats: EDI (X.12, UCS, EDIFACT, TRADACOMS, PRH/PRT and others), XML

Operating Systems: Windows 7 and lower

Systems Software: CICS, Gentran Integration Suite, Gentran Director

PROFESSIONAL EXPERIENCE

Cloud Computing Business Analyst,

Confidential, Dublin, Ohio

Responsibilities:

Responsible for onboarding Confidential Brands onto bridge component to sync support tickets between ticketing systems.
Assist wif new Confidential Brand acquisition migrations from existing CRM into approved CRM (Parature)
Create documentation for processes and procedures surrounding Software as a Service (SaaS)
Create best practice documentation relating to Software as a Service (SaaS)
Maintain monthly reporting on product usage across multiple brand organizations.

Advisory Software Engineer,

Confidential, Dublin, Ohio

Responsibilities:

Minimized customer downtime by providing technical problem resolution to Confidential customers and customer facing support staff; troubleshooting issues by phone or via email as required.
Resolved problems by applying technical expertise; determined what diagnostic information is required to resolve customer problems. Escalates issues to appropriate technical development groups wif the necessary supporting documentation
Ensured customer satisfaction wif timely follow-up; approached problem solving from an overall solution perspective; resolved issues in a timely, respectful, considerate, and concerned manner
Increased customer and support staff technical skills through daily interactions
Completed tasks wif minimal supervision or managerial intervention

Erin M. Schuler,

Responsibilities:

Applied analytical, problem solving, and troubleshooting skills on a daily basis
Defined problems, collected data, established facts, and drew conclusions; read and interpreted technical drawings and documentation.
Expressed complex technical concepts in layman’s terms, both verbally and in writing
Developed an understanding of new data formats, protocols and systems wif little.
Assisted wif troubleshooting translation and data issues pertaining to EDI, XML, Flat File and other data formats.
Assisted in the implementation and use of new and existing maps: used developed skills to troubleshoot mapping related issues.
Excellence & Eminence in 2011

Senior Customer Support Specialist,

Responsibilities:

Provided support to the 100 top revenue-generating customers for EDI-related issues in a call-center environment.
Managed customer relationships from both a technical and business perspective.
Maintained 95% customer satisfaction statistic.
Researched and resolved communication issues; acted as liaison when escalation was necessary.
Demonstrated team leadership responsibilities by mentoring co-workers.
Provided after-hours support on a rotating basis for designated Key Accounts.
Performed work-related tasks wif minimal supervision, and handled ambiguous situations wif little supervisory assistance.

Customer Support Specialist,

Responsibilities:

Provided customers wif timely and accurate resolution via telephone for software- and network-related technical problems.
Maintained excellent customer and internal employee relationships.

Collections Specialist,

Responsibilities:

Responsible for collection of past-due accounts; drafted and processed collection paperwork.

Accounts Receivable Specialist,

Confidential, Columbus Ohio

Responsibilities:

Performed Confidential collections; worked wif customers to resolve invoice problems.
Processed and distributed invoices on a daily basis, balanced daily receipts, and reconciled bank statements.