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Application Support Analyst

Frisco, Texas, United States
February 05, 2018

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Lureshunta L. Hassen

Frisco, TX ***** Mobile (469) ***-**** %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


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


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.


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.



Bachelor of Science, Computer Information Systems, 1997

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