Application Support Analysis

JIM LESETH

PO Box *****, Santa Ana, CA *****

Tel. 949-***-****, Email *******@*****.***

APPLICATION SUPPORT ANALYSIS TECH SUPPORT

Problem Analysis & Resolution - SQL Software - Application & Technical

Support -

Project Collaboration - Software Testing & Troubleshooting - Development

Liaison - Problem Solving - Database Administration - Technical

Documentation - Customer Service - Leadership Skills - Decision Making -

Analytical & Conceptual Thinking - Strategic Planning - Team Building

Proactive and driven Information Technology Professional with over ten

years of experience in high tech environments. Dependable, results-focused,

and committed to partnering and collaborating with management. Experienced

and knowledgeable in various software and capable of bringing innovative

ideas to organizations. Recognized for establishing rapport with customers

and co-workers and building strong relationships.

. Leadership - Demonstrates exceptional knowledge and experience that

promotes ability to work independently without relying on outside

assistance, being an subject matter expert (SME). Self-motivated and driven

to provide outstanding client satisfaction in every situation. Continue my

education.

. Technically Experienced - Experienced in wide range of technical

operations and systems, with a focus on entertainment and radio software

technology and website support and development and emerging knowledge on

technical language, query writing and information systems security.

PROFESSIONAL EXPERIENCE

LAN International Inc., Aliso Viejo, CA, Technology Support Analyst

8/2012 - 8/2014

Customer-centered, pioneering company recognized for developing and

implementing innovative solutions for the entertainment and radio industry

to ensure maximum value while streamlining the workflow. Company's

solutions are currently used by 2,000 billboards and radio stations

worldwide, and is known as the industry leader in product innovation by

media professionals.

Tasked with answering and addressing field support calls over 1,000

different Clear Channel billboard and radio markets across the United

States. Prioritized, analyzed, documented, and solved customer application

issues regarding billboards, radio software and hardware.

. Effectively reduces support call queue; recognized for answering 50 -150

calls per day.

. Achieved an average of 10 perfect 10's from customers per Month during

tenure.

. Ability to multitask; handles on average 3 to 5 different issues

simultaneously.

. Executes SQL Scripts through the management of various stored procedures,

reporting invoices, and maintaining logs.

. Writes and updates Knowledge Base articles (Subject Matter Expert); stays

abreast of changes in technical writing procedures and practices.

. Acquired expertise in CRM-Salesforce.com, Viero Software Suite, a unique

platform that covers the aspects of radio software and hardware

TK Carsites/KPA, Irvine, CA, Customer Support Representative II (Help

Desk) 6/2011 - 3/2012

. Answer tier I and II Inbound calls, maintain, analyze, troubleshoot

websites, create orders and support tickets in Salesforce.com, make

solution and suggestions in a team environment or independently.

. Windows, IIS, Setup email accounts, HTML, make changes to the websites in

the XML files and the SEO words, links, meta tags and social media.

. Create friendly URL's, change graphics, Adobe Photoshop.

. QA, test and check the sites are working up to specifications.

Dealtree Inc., Best Buy Corp., Irvine, CA, Customer Support Rep I and II

3/2009 - 4/2011

. Inbound/outbound phone call volume (75 to 150) on ACD system.

. Provide one call resolution, for product questions, submit and process

orders, billing, shipping and handling (UPS, FedEx, Freight carriers and

USPS) and offer solutions.

. Work in team environment or independently, detailed oriented, dedicated,

dependable, assertive, self motivated.

Hobbs Herder Advertising, Newport Beach, CA, Web Technical Consultant

9/2008 - 3/2009

. Coordinate and manage projects, Implement new procedures, documents,

text/copy, graphics, photos, flow, scheduling time lines.

. Work with production departments, website designers and developers.

. HTML, Search engine optimization (SEO), meta tags, content description,

rankings, linking, hits, trends, pay per click (PPC) and banner

advertising.

. Field inbound calls about products (Brochures, Flyers, and Business

Cards) and services (Coaching, Web design/development and hosting).

Arbonne International, Irvine, CA, Call Center Support Rep. I and II

6/2006 - 8/2008

. Inbound call volume (100 to 200) on an ACD system.

. Effectively communicate, analyze, probe, clarification, with negotiation

skills to resolve stressful issues to satisfaction in a professional

manner.

. Product questions, enter and submit orders, account status, billing,

inventory and shipping.

. Support, verify, and create business accounts.

TECHNICAL SKILLS

HTML - Javascript - MS SQL Server 2012 Scripting - MS Office Suite - Viero

Software - Salesforce.com - SaaS - Windows 7,8 - MacOS - Enterprise Data

Reporting - LogMeIn/WebEx/GoToMeeting

EDUCATION

University of Arkansas at Fayetteville, 36 units completed

Saddleback Junior college - Small Business Management Certificate

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