Lureshunta L. Hassen
Frisco, TX ***** Mobile 469-***-****
ac4cum@r.postjobfree.com
https://www.linkedin.com/in/lureshunta-hassen-412391b8 %20
Experienced Software Support Analyst
Proven professional, with 10+ years of technical experience, but not limited to: Identifying, Implementing, Testing, and Supporting Software.
Think outside the box professional, with the keen ability to analyze complex situations and identify / recommend process improvements and best practices.
Highly Efficient, with demonstrated ability for organization, attention to detail, adherence to deadlines, service level agreements, and perform in an ethical manner.
Articulate, with exceptional technical, interpersonal, written, verbal and presentation skills.
Self-Directed and Flexible, with success in adapting to change and performing confidently.
Strong experience in planning, executing, implementing, and managing integration of new applications into existing network infrastructure, systems and software solutions.
Technical Skills
Hardware – IBM compatible PC’s, VAX
Programming Languages – Java, BASIC, C, C++, COBOL
Operating Systems – (Windows, .NET, XML, Internet IIS, ASPs, Browsers)
UNIX, Windows NT, 2000, XP, 2003, MS-DOS, VMS
WebServer – Apache Tomcat
Software – Microsoft Office Suite, Service Now, Salesforce, DBASE III, Oracle, SQL, Microsoft Outlook, Google, GeoTel Intelligent Call Router, MCI Network Call Manager, Clientele 7.2, SalesLogix, Oracle Documaker, Oracle Documaker Desktop, IWMS, TOAD, Cisco AnyConnect, Skype
Networking Systems and Protocols – Networking (client, server, enterprise) TCP/IP, DHCP, DNS, RAS (SecureID)
Database – SQL & Oracle
Professional Skills
Effective Communication
PC Support/Help Desk
Adaptability / Flexibility
Ownership / Responsibility
Motivated Self Starter
Software Implementation / Upgrades
Time Management / Organization
Problem Solving / Researching
Organizational Change Management
Project Management Methodologies
Judgment / Decision Making
Superior Customer Service
Knowledge of the Software Development Life Cycle
Critical Thinking
Implementation / UpgTime Management / OrganizaNeeds Analysis / GaAnalysOrganizational Change Management Project Management Methodologies
Judgment / Decision Making
Superior Customer Service
Conflict Management
Critical Thinking
Problem Solving / Researching
Professional Work Experience
TRIMBLE INC. FRISCO, TX
Systems Analyst, November 2013 – October 2017
Handled inbound customer inquiries and issues via phone or email
Managed customer issues through effective troubleshooting and escalation as necessary to meet & exceed customer expectations
Developed and maintained expert knowledge of all Trimble products and services
Adhered to incident tracking/classifying and service level enforcement processes
Provided technical support for networks, operating systems, and third-party products within the scope of Trimble products and solutions
Maximized customer satisfaction through timely and technically accurate resolutions to each customer inquiry
Exceed individual performance goals focused on providing superior customer support
Developed and retained specific customer account relationships as needed, understanding the specifics of the customer’s environment and product customizations, participating in customer account reviews, and coordinating and communicating service updates as required
Performed extensive UAT testing of software during and after software implementation.
Provided after hours support, as required
Documented all reported issues and progress made, through resolution via case management software
Led weekly meetings with clients regarding open software issues & requests.
Documented and track defects, issues and enhancements to resolution using defect tracking tools and participated in root cause analysis
ORACLE CORPORATION FRISCO, TX
Support Engineer (Oracle Insurance – Policy Automation), March 2007 – November 2013
Resolved application and system defects and other incidents that disrupted the application.
Developed and identified solutions by preparing and evaluating alternative workflow solutions.
Controlled solutions by establishing specifications; coordinating production with programmers.
Validated results by testing programs and rectified any identified discrepancies.
Created and maintained all relevant documentation; disseminated documentation and trained new users as needed.
Defined application problems by conferring with clients, and evaluating processes / procedures.
Performed extensive user acceptance testing during / after software implementations and upgrades to ensure no optimum functionality.
AUTONOMY IRVING, TX
Systems Software Engineer, September 2000 – March 2007
Provided technical support via telephone and online for external and internal customers.
Performed preventive maintenance on all hardware and software, which included all aspects of software maintenance including patches and software upgrades.
Tracked calls and documented issues and resolutions in call tracking system. Documented issues and resolutions for knowledge base.
Administered hardware, software, and database systems.
Analyzed and determined root cause of software issues.
Partnered with client to perform installations and served as subject matter expert during and after implementations.
Education
GRAMBLING STATE UNIVERSITY GRAMBLING, LA
Bachelor of Science, Computer Information Systems, 1997