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Microsoft Office Technical Support

Location:
Roswell, Georgia, United States
Posted:
October 17, 2016

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Yameka hunt

Software Support Consultant - NCR/Radiant Systems

Roswell, GA

acw3jo@r.postjobfree.com - 678-***-****

WORK EXPERIENCE

Software Support Consultant

NCR/Radiant Systems - Alpharetta, GA - 2014 to Present Acts as the primary conduit between a client's IT division and NCR's Development teams. Mitigates and resolves technical obstacles and software inefficiencies as needed. Consults on configuration and technical options to align with client's business objective. Applies expertise with writing technical documentation.

• Offers continual technical leadership in a 24/7 environment allowing for a reduction in the overall financial impact.

• Analyzes both process- and product- related problems and focuses on more permanent resolutions for clients.

• Identifies trends and performs extensive research into nature of problems reported by clients.

• Actively seeks feedback regarding escalated issues, consolidates with own observations, and drives the communication within Client Services and cross-functionally as needed to achieve resolution.

• Creates proposals/plans to tackle chronic issues and engages necessary resources to drive results.

• Develops maintenance procedures to reduce occurrence of common problems. Notable Accomplishments & Projects:

Involved with numerous projects in coordination with high-profile clients and assisted QA during testing phase of Agile SDLC by performing acceptance testing. Software Support Analyst III

NCR/Radiant Systems - Alpharetta, GA - 2013 to 2014 Took ownership of RPOS issues incurred by multiple sites and ensured root causes were being investigated. Took responsibility for assigned tasks and drove them to completion. Completed quality assurance regression testing of RPOS products.

• Completed quarterly case analysis for clients to identify chronic issues and drive down case volume.

• Worked closely with Support Consultants to proactively report trends and provide documentation, logs and steps to recreate issues.

• Produced Knowledge Management documents to be used by 2nd level support analysts to assist in resolving issues within SLAs specified for clients.

• Identified quarterly training topics for 2nd level to increase case resolution.

• Attended continuous education classes to learn new RPOS products and diagnostic tools to provide prompt 3rd level support.

Notable Accomplishments & Projects:

Promoted to Software Support Consultant after 1 year after demonstrating admirable level of product knowledge, working effectively without direction and actively searching for opportunities to assist Support Consultants in investigating issues.

Software Support Analyst II

NCR/Radiant Systems - Alpharetta, GA - 2011 to 2013 Provided professional and prompt 2nd level technical support for RPOS solutions. Investigated and resolved client calls accordingly to maintain service level agreement requirements for clients.

• Recorded clear and concise case notes in Vantive/GEMS, and used email effectively to provide information to clients and support team regarding support issues.

• Met established goals for authoring, reviewing and testing of knowledge management documents.

• Utilized diagnostic tools, knowledgebase and other documentation as necessary in resolving technical issues.

• Effectively used escalation procedures as necessary to escalate to 3rd level support.

• Identified any potential problems while troubleshooting that may not be related to the current issue and remedied them.

• Constantly checked the case queue for emergencies and potential SLA breaches. Enterprise Computer Operations Analyst

Intercontinental Hotels Group - Alpharetta, GA - 2011 to 2011 Proactively troubleshot, resolved and secured IHG's Global Network. Performed open systems processing operations while ensuring all jobs were processing in an efficient and accurate manner.

• Responsible for Change Management, Emergency Change Tickets and documenting new processes.

• Managed the maintenance, monitoring and support of complex computer operations environment to ensure systems were performing in accordance with specified technical requirements and schedules.

• Supported and coordinated corporate server systems, applications and operating systems including upgrades to hardware & software as required.

Lead Lab Assistant/Help Desk Analyst I

DeVry University - Decatur, GA - 2008 to 2010

Provided technical support for Microsoft Office, Windows XP and Windows Vista. Liable for supervising computer lab assistants, creating work schedules, and ensuring adherence to job description and lab rules.

• Responsible for installing software, such as operating systems, drivers, and all applications on student and staff workstations.

• Researched, resolved, and responded to complex questions received via telephone calls and in-person while providing support on electronic services in accordance with policies and standards.

• Collaborated with other team members to ensure goals and objectives were met. Computer Lab Assistant

DeVry University - Decatur, GA - 2007 to 2008

Provided over 50 users with assistance on software applications. Resolved issues concerning hardware and software, and maintained equipment according to regulations.

• Opened and closed labs according to the IT Services schedule.

• Monitored users to ensure adherence to lab policies and handled disputes accordingly. Notable Accomplishments & Projects:

Demonstrated technical aptitude and received promotion to Lead Lab Assistant within 1st year. Technical Proficiency

Operating Systems & Programming Languages

Windows XP, Windows Vista, Windows 7, Windows 2000, 2003 & Server, SQL Server 2005 and 2008, Active Directory Configuration, XML

Software Microsoft Office Suite (Word, Power Point, Excel, Outlook), Visio, Vantive/GEMS/JIRA User Ticketing System

Hardware NCR POS Terminals, Fuel Controllers, and Credit Controllers EDUCATION

Bachelor of Science in Computer Engineering Technology DeVry University

2007 to 2010

ADDITIONAL INFORMATION

Areas of Expertise

Client Relations Strong Analytical Skills Consulting Troubleshooting & Testing Software/Hardware Documentation Mentoring and Evaluation Career Highlights and Key Offerings:

Possesses a track record of success applying a logical approach to problem solving in order to provide expertise and strategic direction to resolve technical issues.

Collaborative communicator and bridge-builder called upon to serve as a technical expert to build a consensus between technical team members.

Repeatedly successful in navigating complex technical environments, leveraging SQL knowledge, and working within both planned and unplanned atmospheres.



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