Technical Support Customer Service

**** ***** **. *****

Mountain, Ga. *****

Cellular: 678-***-****

*******.******@*****.***

Tiffany Hutson

TECHNICAL SKILLS

Proficient with implementing solutions for both retailers and financial

institutions such internet, mobile, voice banking, ACH, SWIFT, tofed as

well as towire files, IBS and Postillion products, bill payment, data

conversions, retail and cash management, ATM and POS solutions.

Applications: BMC TM ART, BMC Portal, Control-M/Enterprise Manager, WebEx,

Sales Force, Vantive, CRM, Microsoft products including Office and Visual

Studio, Docsvault, Idatix, Doc Star, Cisco VPN, Cisco Agent, Visual Source

Safe, Unix command line.

Programming languages: PL/SQL, Visual Basic, Visual C++, C++, SQL Server,

and Unix shell scripting.

EDUCATION

Governor State University - University Park, IL

Bachelor of Science in Computer Science, 1999

Lincoln College - Normal, IL

Associate of Arts in Applied Science, 1995

EXPERIENCE

2010-Present

Bellserv

Implementation Engineer- Tampa, FL

. Collected and defined business requirements for functional and non-

Functional specifications enabling S1 to deliver competitive payment

solutions.

. Ensured quality and timeliness of requirements processes to stay at

least one release ahead of the development lifecycle.

. Oversee and facilitate the business requirements for various Third

Party Software work stream rollouts

. Analysis and documentation of future state trade and process flows.

. Managed relationships with numerous business and technical clients

during strategy and planning phases

. Analyzed corporate business processes to develop customized solutions,

and reduce costs, improve performance within a given budget.

. Led planning meetings, JAD sessions, analysis development, test

inspections, and other project meetings throughout product life cycle.

. Conducted interviews and developed business cases to implement process

changes, develop training materials, and instructed clients on new

processes and procedures.

. Implemented business solutions from planning to testing to go live

2004-2010

S1 Corporation - Norcross, Ga.

Application Support Engineer 2

. Provide customer/technical support via phone and internet to external

financial institutions.

. Troubleshoot/Resolve customer problems of various complexities in a

highly technical environment. Customer issues may be related to code

defects, product configurations (files or data), networking, platform,

third party communications, hardware configuration or other issues

commonly encountered in systems operation in a networked environment.

. Thoroughly document all research/conversations utilizing a case

tracking system. Regularly update customer of ongoing troubleshooting

and resolution efforts, as dictated by published guidelines based on

issue severity.

. Document and report product/application defects to Development team.

Before reporting to development it will be your responsibility to

review all code to see if you can triage an issue and provide that

feedback to development.

. Escalate unresolved problems to the appropriate resources and

departments in accordance with published guidelines.

Develop and maintain effective relationships with internal and

external S1 customers.

. Follow internal change control process to implement any required

production modifications.

. Assist with testing emergency product fixes received from Product

Development/Level 3 Support, as needed.

. Made data repairs in a production environment, requiring extreme care

and attention to detail.

. Participate in rotating 24x7 "on call" support coverage for severity 1

issues.

. Coordinated with Data Operations team to schedule and implement change

controls

2002 -2004

Sprint- Atlanta, Ga

Network Operation Specialist

. Virtual Web Hosting technical support of Windows NT, Sun Solaris

and BSDI Unix platforms using various editors and web creation

applications. Fundamental understanding of CGI and Perl scripting.

. Networking / Internet protocols TCP/IP, POP, SMTP, HTTP, HTTPS, FTP,

SSL, DNS, Telnet Receives escalated web hosting issues from level 1

support.

. Phone support for IP, DNS, and basic routing.

. Communicate problematic issues to Network Operations or Sr. Systems

Administrator. Knowledge of E-commerce (Secure Certificates, Creating

Merchant Accts, Building Shops, products and inventory, Cyber Cash).

2000 - 2002

Interliant- Norcross, GA

Technical Support Analyst

. Provide phone support to a needing assistance operating on both Unix

(Solaris and Linux) and Windows 2000 platforms.

. Assisted customers with web publishing clients.

. Created and updated technical documentation.

. Created departmental training manuals as well as provide training for

new hire.

1999 - 2000

Stenograph LLC - Mt. Prospect, IL

Technical Support Analyst/ Support Trainer

Provide on-line support using Face Time Agent through live chat and e-mail.

Provide phone based end user training on application usage for new users.

Assist in continuing education of department by creating technical

documentation.

Provide technical support for proprietary software through call center to

the court reporting industry.

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