Support Software

Chris Smith

Cumming, GA 770-***-**** adczmj@r.postjobfree.com

CUSTOMER TECHNICAL SUPPORT SPECIALST

Profile

Experienced Customer Technical Support Specialist with the ability to Troubleshoot, Diagnose and Resolve Level 2 Software Technical Issues.

Software & Tools

Microsoft Dynamics (CRM), Jira (for bugs), SQL Server, MYSQL, Skype for Business

Adapt (Proprietary Recruiting Software that integrates CRM, candidate searching and reporting)

Postman

Brick FTP

MySQL Workbench

SQL Studios

Mobile Application droid and iPhone

Active Directory

Work Experience

Hotel Effectiveness

Customer Technical Support Specialist L2

Provide Level 2 technical support for Hotel Effectiveness, a solution consisting of labor management and forecasting tools to optimize hotel revenue. Respond to clients nationwide with inquiries and issues generated through company web portal or by phone. Average 65 to 75 cases per week.

Troubleshoot, identify issues, bugs and support customers both external and internal

Train and mentor Level 1 helpdesk technicians. Resolve escalated support tickets. Work closely with development and engineering teams, communicating in great detail with development and engineering teams for bug reporting and product enhancement ideas.

Provide detailed support case reports and evaluations to the Director of Customer Services

MYSQL Workbench to resolve system errors and run import/export queries

Monitor and resolve application server performance issues

Review server and application error logs to resolve technical and performance problems

API Calls via Postman

Helped manage Microsoft Active Directory for internal users

Erecruit Bond International Software (Mar 2012 to January 2019)

Bond International Software is a global provider of recruiting technology for staffing and recruiting firms. Erecruit delivers the most comprehensive end to end staffing & recruiting software and serves the entire recruitment lifecycle including front office, middle office, credentialing and Vendor Management System solutions. Erecruit merged with Bond International Software in June 2017.

Erecruit (Jan 2018 to January 2019)

Bond International Software (Mar 2012 to Dec 2017)

Technical Support Specialist – Adapt Recruiting Software

Provide Level 2 technical support for Adapt Software solution consisting of recruiting technology that brings together a powerful CRM for sales management, candidate searching, sourcing and reporting within a dynamic web base hub. Respond to clients nationwide with inquiries and issues generated through company web portal or by phone. Average 30 to 40 cases per week.

Conduct root cause analysis, triage, research, resolve incidents and requests in a timely and effective manner (front end and back end)

Troubleshoot system, identify issues, support customers during software outages/service interruptions

Resolve issues such as: Incorrect or missing data in the database tables; server resource usage causing JBOSS to error resulting in application ceasing to work; load balancing technology desktop/AV software (anti-virus) group policies / firewalls / browser settings that are preventing communication to the Database from the desktop

Use MSSQL to make corrections in data for bypassing the application’s Business Object constraints

Use MSSQL to apply updates to stored procedures, create backups, restore data and monitor and manage Database locks

Escalate technical issues and ensure rapid response/resolution in accordance with Service Level Agreements (SLA's)

Log incidents, track cases, document communication and articulate business impact

Coordinate software and system updates/upgrades with IT team and clients for upgrades

Update XML based configuration settings on client servers

Erecruit (continued)

Technical Support Specialist – Adapt Recruiting Software

Track and prioritize client requests with system administration, development and release management

Maintain updated knowledge of company products and services to better provide customer support

Keep customers informed of progress during issue lifecycle and make follow up calls or commination in timely manger

Utilize Microsoft Dynamics CRM, Jira (for bugs), SQL Databases, Skype for Business

Prior Work Experience

Genuine Parts Company, Norcross, GA (Apr 2002 to Mar 2012)

Genuine Parts Company is a leading distribution of automotive replacement and industrial parts

Client Support Tech – AMS Proprietary Software

Provided level one technical support to end users on proprietary software AMS (Automotive Management System) used for store employee scheduling, managing employee hours, store inventory and labeling

System was rolled out to 800 NAPA stores nationwide with thousands of employee end users

Averaged 120 inquires per week from store locations nationwide

Performed troubleshooting techniques over the phone to identify and resolve issues

Resolved issues involving network connectivity, server/jBoss, desktop and database edits

Assisted with system Installation and basic day to day usage and functionality

Established patterns to reoccurring issues and provided input to in house development teams

Liaised with hardware vendor and assisted in hardware troubleshooting when needed

Utilized Remedy (CRM), Network Sniffer (for network troubleshooting)

Utilized a PuTTY shell to access SQL

Data General, Norcross, GA (May 1996 to Feb 2002) Data General provided a multi-user computer operating system with built-in databases.

PC Support Technician

Troubleshoot hardware problems via telephone

Walk end users thru diagnostics programs

Order and shipped replacement parts

Assisted with installing parts via the phone

Education

Crestwood High School Graduate

MCP (Windows NT Networking)

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