Nevin Swoopes

**** * ** ***** ***. Unit G

Chicago, IL 60618

901-***-****

ad5an4@r.postjobfree.com

CAREER OBJECTIVE

To acquire a position in IT Support which will offer growth, advancement, and a learning environment.

TECHNICAL EXPERTISE

•Software life cycle: Experienced with all steps of software development from planning to deployment, with a focus in QA/UAT.

•Hardware: Servers and Desktop PC’s; Dell, IBM and compatibles. Laptops; HP, Dell. Experienced in PC installation, removal, troubleshooting, and repair.

•Operating Systems: Windows XP and higher

•Excellent interpersonal communication skills, Solid Work Ethic, Able to Multi-Task, Professional, Detail-Oriented

WORK EXPERIENCE

Dunavant Global Logistics, LLC.

Transportation Management Application Analyst

Full-Time (09/21 to 05/23)

•Second level support for transportation management applications CargoWise, Mercury Gate, and FourKites, used to monitor global cargo shipments. Documenting issue resolutions in Go-To-Assist support tickets.

•Working closely with Software Engineers and Project Managers on release and change management including, technical and regression tests and documentation of various projects including system enhancements, system audits (i.e. end user licenses, security permissions, version updates and registry changes), and report enhancements and new report requests.

•Escalating support tickets to vendors while maintaining lines of communication until a resolution is found.

•Creating and updating documentation of admin-level support guides, IT vendor contacts, resolutions of system outages, and IT best practices.

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC, Memphis TN

Client Solutions Group Technical Analyst

Full-Time (01/15 to 08/20)

•Providing support to internal users for Baker Donelson’s SharePoint intranet site and document management system (NetDocuments). Working closely with Web Developers, HelpDesk technicians, and Network Engineers ensuring detailed error descriptions and knowledge sharing.

•Front-line support for Research apps (WestLaw Solutions, Bloomberg Law, Cheetah) including coordinating with the respective vendors when necessary to resolve issues.

•Supporting Baker Donelson’s Immigration team’s software, Immigration Tracker. Technical Lead during the software migration from Tracker’s desktop version to their cloud infrastructure.

•Creating and supporting HighQ Collaboration sites for internal users’ and external clients’ secure document sharing.

D+H (formally Harland Financial Solutions), Memphis TN

Client Services Specialist, Level 1

Full-time (06/13 to 12/14)

•Responsible and accountable for providing support assistance to D+H clients.

•Thoroughly document all interactions with clients in MS CRM case tracking system. Escalate complex and/or client sensitive issues.

•Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required.

•Coordinating and tracking client issues to a resolution/conclusion

ExcelleRx. Inc, Memphis TN

Sr. IT Support Specialist

Full-time (04/09 to 05/13)

•Troubleshooting, reproducing, and documenting escalated Xeris and Infinity software errors.

•Creating trouble tickets in Test Track Pro for our Development team to document bugs found by internal and external users.

•Using/writing MS SQL Manager queries to troubleshoot and resolve issues with patient orders in Xeris and Infinity applications.

ExcelleRx. Inc, Memphis TN

IT Support Specialist

Full-time (10/06 to 04/09)

•Providing desk-side and remote PC and software support to 500+ seat call center, dispensing warehouse, and administrative office personnel.

•Supporting the call center’s custom prescription dispensing software programs (Xeris and Infinity).

•Troubleshooting, reproducing, and documenting Xeris and Infinity software errors for escalation to our Development team.

•Working closely with members of our Tech Support and System Administration teams to ensure day to day IT operations are running smoothly.

EDUCATION

Concorde Career Institute, Memphis, TN

Pharmacy Technician Program, Diploma, 1998

The University of Memphis, Memphis, TN

Completed two years toward B.S. Mathematics, 1995-1997

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