Customer Service Technical Support

KENDRA HOSSEINI, MBA, MIS

Phone: 949-***-****, Email: **********@*****.***

Objective

Seeking a leadership position with growth opportunity, in a stable environment, where I can apply practical experience, and interpersonal and technical skills to contribute to operations.

Education

Healthcare Implementation Manager, HIT Program, Orange Coast College

Master of Information Systems, University of Phoenix

Master of Business Administration in Technology Management, University of Phoenix

Bachelor of Science Information Technology, University of Phoenix

Professional Experience

Technical Support Analyst (March 2013 – January 2016)

HireRight, Irvine, CA

Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues

Monitor event processes, message queues and workflow processing software involving web

Enter new trouble tickets, escalate existing tickets and keep users informed of status.

Keep procedures and troubleshooting links and tools up to date.

Create site availability reports for customer SLAs and KPIs.

Help other IT departments with projects as time permits.

Troubleshoot, manage and resolve production systems, platforms and processes.

Identify network, system and service issues separately from software source code errors.

Create and monitor application check lists, uptime report, and event root cause investigation as necessary.

Document procedures and troubleshooting steps, and train lower level Technical Support Engineers on identifying issues

Work with in house engineering staff and development team to troubleshoot issues, document software issues, application and system issues

Support all of the custom product/processes and software

Communicate with internal users, Technical Account Representatives and Level 3 concerning case status, prioritization, and resolution plan

Ensure software problems are effectively managed and communicated to resolution

Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Account Representatives, Customer Service).

Establish a close working relationship across multiple departments.

SME, I-9 and Integrations (Taleo, Kenexa, PeopleSoft, etc.)

Member I-9 Cross Functional team

Interim Supervisor, Technical Support, Tier 2

oManaged daily activities 6 employees, 2 local, 4 remote

oIncreased time to resolution for trouble tickets 62%

oIncreased initial response time 41%

President Employee Activities Committee

Board Member, Women’s Leadership Group

Member, Employee Safety Committee

Technical Support Associate (August 2012 – March 2013)

Outsource Technical Contractor with HireRight, Irvine, CA

Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues

Monitor event processes, message queues and workflow processing software involving web

Enter new trouble tickets, escalate existing tickets and keep users informed of status.

Troubleshoot, manage and resolve production systems, platforms and processes.

Identify network, system and service issues separately from software source code errors.

Document procedures and troubleshooting steps

Work with in house engineering staff and development team to troubleshoot issues, document software issues, application and system issues

Support all of the custom product/processes and software

Communicate with internal users, Technical Account Representatives and Level 3 concerning case status, prioritization, and resolution plans

Ensure software problems are effectively managed and communicated to resolution

Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Account Representatives, Customer Service).

Establish a close working relationship across multiple departments.

Software Support Analyst (March 2012 – June 2012)

ShowMgr.com, Rancho Santa Margarita, CA

Performed complex analysis, designed and programed to meet business requirements.

Maintained, managed and modified all software systems and applications.

Defined specifications for complex software programming applications.

Interfaced with end-users and software consultants.

Developed, maintained and managed systems, software tools and applications.

Resolved complex issues relating to business requirements and objectives.

Coordinated and supported software professionals in installing and analyzing applications and tools.

Analyzed, developed and implemented testing procedures, programming and documentation.

Analyzed, designed and developed modifications and changes to existing systems to enhance performance.

Support and Training for 100+ ShowMgr & CrewMgr users

Programmer Analyst II (May 2010 – September 2011)

Program in Nursing Science, University of California, Irvine, CA

Technical

oProgramming/Quality Assurance

Dreamweaver, HTML, CSS, Access, MS SQL, SharePoint

Analyze and develop a SharePoint for Program in Nursing Science faculty, staff and students

Update and maintain CNEP project software consisting of Web site, interactive forum and data collection

Analyze, develop, implement and maintain an online graduate student application for Nursing Science graduate student applications

Analyze, develop and maintain a tracking system and database for student evaluation tools

Analyze, develop and maintain a tracking system and database for faculty evaluation tools

oTech Support/Help Desk for 40+ faculty/staff

MS Office (Word, Excel, Access, PowerPoint), Adobe Software

Establish and maintain interactive computer laboratory

Provide computer technical assistance

oMaintained Nursing Science Website

oPlanned, installed, maintain 26 station computer lab, 7 station student clinic area

oEvaluated and modified existing applications for changing system requirements

oEvaluated appropriate platforms, applications and system development to meet user needs, including beta testing and implementation of hardware and software

Communication

oConsult and advise faculty and staff regarding computer hardware and software needs.

Software Support Analyst I (February 2010 – April 2010)

Evisions, Irvine, CA

Technical

oTech Support for FormFusion software, 800+ users

oProgramming/Quality Assurance

Unix, PL/SQL

oTesting FormFusion software upgrades

oCustomized FormFusion software per customer requirements

Communication

oDocumentation of user issues and solutions

Software Applications Developer II (August 2006 – July 2009)

State of Wyoming, Community College Commission, Cheyenne, WY

Technical

oEvaluated appropriate platforms, applications and system development to meet user needs, including beta testing and implementation of hardware and software

oProgramming/Quality Assurance

Dreamweaver, HTML, Javascript, Visual Basic, Access, MS SQL, MS Visio

oEvaluated and modified existing applications for changing system requirements

oPrepared detailed analyses, plans, diagrams and verification procedures for IT applications

oProvided Technical & Help Desk Support

oCreated and Maintained Commission Business website

oCreated and Maintained Network Configuration Documentation

Communication

oWrote Procedure Manuals, Technical Manuals/Documentation

oWrote and Maintained Risk Management & Disaster Recovery Procedures

Records Management Officer for the agency

Training Coordinator

Training & Certificates

Healthcare Implementation Manager, Orange Coast Community College

Medical Terminology

Privacy & Security Training (HIPAA)

Microsoft Office Specialist Access XP & 2007

Microsoft Office Specialist Expert Excel XP & 2007

Microsoft Office Specialist PowerPoint 2007

Wyoming ARMA - RIM Challenges: The Digital Haystack, Spoliation & Legal Holds as seen through A Mock Trial

Wyoming State Historical Records Advisory Board Workshop

Wyoming ARMA - Association of Records Managers and Administrators – ECM, Computer Forensics, Federal Rules ~ What, When, Where, Why?

Wyoming ARMA - Finding Solutions: For IT and Records Management

Wolfs III Overview, Purchasing and Expenditures, & Fixed Assets

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