Support Analyst Application
Resume:
Sharla Jackson
Charlarose (Sharla) Jackson
************@********.***
OBJECTIVE: Secure a challenging and responsible position as a Customer/Software/Application Support Analyst/Trainer QUALIFICATIONS:
Systems Trainer / Tester / Support Analyst, which included testing and debugging of applications using programming languages responsible for the support, analysis, design, evaluation, modification, conversion, testing, and implementation of financial, mortgage lending, ISS space station software systems.
Trained end users and staff to meet goals and deadlines.
10+ years of experience preparing, scheduling, and facilitating seminars for post-sale user education; editing reference manuals along with video presentations and developing and administering training procedures.
Provide strategic input to user groups and project teams on resolution of data and process issues where data is shared between multiple systems. 12 years of analyzing existing data integration needs and enhancements to fit future needs.
Design, develop and support new and existing data integrations.
Perform analysis, application support, and software implementation.
Troubleshoot software problems and provide solutions to hardware problems related to software or systems problems.
15 years of experience as an online Account Manager for credit unions and in-house data processing.
12 years of experience analyzing existing data integration needs and enhancements to fit future needs.
Proficient in various software applications including Electronic Document Management Systems, (Documentum and Windchill), Configuration Management Systems, Correspondence Tracking Systems, and Hardware Retrieving Systems.
Computer expertise includes IBM PC, mainframe, Windows applications, including, Windows NT, Windows 2000, Windows 10, 7, PCAnywhere, Microsoft Office Suite.
Edited reference manuals, along with video presentations to assist in user training, received special company recognition as “Technical Support Person of the Month”; and I have an outstanding record of success during 15 years as an online Account Manager for credit unions and in-house data processing, along with excellent planning, organization, verbal/written communication and problem-solving skills and thorough knowledge and proficiency in data processing procedures.
EXPERIENCE:
Ken Garff Automotive 01/23-03/23
Remote
Customer Service Rep
Scheduling vehicle repairs.
U.S. Bank 12/21-05/22
Remote
Customer Service Agent II
Servicing mortgage loans by accepting payments and answering all mortgage related questions. Comcast 05/21-10/21
Houston/Remote
Customer Care Onboarding Agent
Client phone support, answering product questions, and system failure diagnostics. Various Companies/Independent Contractor/Seasonal 2014-2021 Work at Home
Customer Services/Technical Support/Application Support First tier client phone support, answering product questions regarding employee benefits, software usage and system failure diagnosis. Tax preparation software assistance.
Sharla Jackson
2
Fiserv under contract with Talent Logic
Stafford, TX. 06/2013-01/2014
Business Analyst
Served as the liaison between the customer and the software development team through which requirements flow. Collaborate with customers to obtain requirements utilizing interviews, questionnaires, requirements workshops, storyboards, surveys, site visits, business process flows, use cases, scenarios, business analysis and task and workflow analysis. Develop written explanations for business problems by decomposing high-level business requirements into functional requirements at an appropriate level of detail for those who will base their work on the requirements. Lead subject matter expert reviews of requirements documents. Manage requirements traceability and track requirement status throughout the project. Handle all changes to baseline requirements through application development and testing through change control processes and tools.
NASA under contract with ARES Corporation
Houston, TX 01/2004 – 01/2013
Business/Application Support Analyst Consultant
Provided specialized training for end-users via in-house seminars for clients and associates. Demonstrate a working knowledge of software, hardware and operating systems (Oracle, Crystal Reporting, SQL, Unix) to provide hands-on end- user training in the functionality of the following International Space Station software applications: Documentum-EDMS, Microsoft Office, (Word, PowerPoint, Excel, Visio), HP Quality Center, Captiva. Created, updated and edited Space Station specific software user guides and training guides. Twelve years combined industry experience, defining skills for formulating and defining system scope using information technology and industry knowledge/requirements, based on user needs and an excellent understanding of information technology, business processes, and industry requirements.
• Responsible for the functional design and architecture of application systems across all technologies and platforms for Windchill and Documentum conversion.
• Translates user requirements to process and data requirements. Windchill, Documentum, and Flight Certification software conversion.
• Constructs program flow charts using Visio to describe the processing of data and development of precise steps and processing logic across all platforms for application and security, using access permission and workflows. Serve as the liaison between the customer and the software development team through which requirements flow. Collaborate with customers to obtain requirements utilizing interviews, questionnaires, requirements workshops, storyboards, surveys, site visits, business process flows, use cases, scenarios, business analysis and task and workflow analysis. Develop written explanations for business problems by decomposing high-level business requirements into functional requirements at an appropriate level of detail for those who will base their work on the requirements. Lead subject matter expert reviews of requirements documents. Manage requirements traceability and track requirement status throughout the project. Handle all changes to baseline requirements through application development and testing through change control processes and tools.
Technical lead point of contact and responsible for document management software conversion and support. Created workflows, signature cycles, documents permissions, and granted database access to users utilizing applications on Oracle and Unix platforms. Created user acceptance test plans, functional test plans and tested release upgrades functionality. Create reports for management and user’s metrics requirements utilizing Crystal reporting functions from applications. Assisted developers with debugging software utilizing SQL queries. Technical support and act as the interface between ISS (NASA/International Space Station/Shuttle) users, the ISS development team and the ODIN (Johnson Space Center) Help Desk. Interface includes requirements definition, anomaly resolution, user coordination and software application testing. Testing includes creating and updating software test plans, performing extensive software testing in multiple environments, tracking testing issues to completion and coordinating software testing activities with users. Communicate with various groups and several levels of management. Provide effective and timely resolution for customer service/support issues. Quickly analyze problems and develop successful problem resolution plans. Utilize system analysis tools and theories. Develop ISS life-cycle documentation. Communicate effectively through use of formal written documentation. Sharla Jackson
3
NASA under contract with Barrios Technologies
Houston, TX 10/2002-12/2003
Business Analyst/Systems Analyst Consultant
Provided specialized training for end-users via in-house seminars for clients and associates. Demonstrate a working knowledge of software, hardware and operating systems to provide hands-on end-user training in the functionality of the following International Space Station software applications: EDMS, COSMOS, IOMS, CTS, PRACA, LLDB, DKC, HHRS, ATA, PALS. Created, updated and edited the afore-mentioned user guides and training guides. Technical support and act as the interface between ISS (NASA/International Space Station/Shuttle) users, the ISS development team and the ODIN (Johnson Space Center) Help Desk. Interface includes requirements definition, anomaly resolution, user coordination and software application testing. Testing includes creating and updating software test plans, performing extensive software testing in multiple environments, tracking testing issues to completion and coordinating software testing activities with users. Communicate with various groups and several levels of management. Provide effective and timely resolution for customer service/support issues. Quickly analyze problems and develop successful problem resolution plans. Utilize system analysis tools and theories. Develop ISS life-cycle documentation. Communicate effectively through use of formal written documentation. Traver Technologies/ADP
Houston, TX 10/1999-05/2001
Software Support Analyst /Trainer
Software Support Analyst/Trainer, providing software support and training for end-users. (PC based contact management software specifically designed for automotive dealerships.) Installed and converted existing software while training end- users onsite. Designed and conducted in-house seminar training of clients and associates. Provided telephone help desk support for end-users when not travelling, utilizing remote diagnostics via modem and internet. Testing of software releases. Creating and editing user documentation. Contour Software, Inc.
Campbell, CA 1993 - 1998
Marketing Coordinator
Since 1996, providing sales support for outside regional sales reps by editing and updating sales literature from Product Managers, scheduling and coordinating trade shows, providing in-house demonstrations of mortgage loan software products, and assisting prospects and existing clients by analyzing their software needs. Product Manager / Technical Support
Responsibilities included troubleshooting, testing, and enhancing the features of several mortgage loan software applications, with the reporting software as my specialty. Updated and edited documentation and reference manuals from software developers and programmers. Generated additional revenue by designing and conducting on-site training to current clients. Responsible for training of coworkers. Provided technical support assistance for 5100 end users using DOS and Windows based software.
EDUCATION
Lincoln College, Lincoln, IL – Communications Major 30 years of experience in lieu of Bachelor/Master’s degree ADDITIONAL TRAINING: ITIL training, computer security, Microsoft Office Suite training, ISS applications training, credit union financial software, mortgage loan processing software, auto dealership services software, various “Providing Effective Customer Services” classes.
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