Support Service

Richard Wicks

**** ******* ***** *********@*****.***

Greensboro, NC 27405 336-***-****

Summary of Experience

Senior Software Support Analyst with 20+ years of Support Experience.

Technical qualifications include multiple software platforms, and proven record of providing high quality Support deliverables while incorporating effective time management and adhering to support practices. Possess the ability to bring together all levels of support for Project cohesiveness, foster cooperative relationships and generate enthusiasm

Employment History

Volvo Truck Group – Greensboro, NC Oct 2007 – Sep 2020

Senior Software Support Analyst

Effectively managed call center operations using a variety of workforce management tools: Service level agreements, schedule production and maintenance.

Effectively support internal and external personnel and customers.

Collaborate with senior management to evaluate the potential impact of processes and procedures and make proactive recommendations to improve service levels

Resolve IT service and support related issues thru Remote support and Service Tickets

Track and manage metrics related to Snow (ServiceNow), Remedy and Service Tickets

Provide Tier 2 and Tier 3 Support for 80+ Application.

Track, analyze, and communicate performance of project specific resolutions.

Utilize strong analytical and problem-solving skills

Facilitate Application Ownership groups meeting.

Conduct system procedure and process efficiency.

External Customer Support coverage for North America, South America and Canada.

Internal users – India, Sweden, China, Australia, North America, South America and Canada.

Mentor and train designers & new engineering graduates with respect to workflows, practical applications of engineering standard procedures, functionality / constructability of engineering deliverables

Assign and manage team responsibilities; evaluate performance, plan staffing needs and delegate work assignments

Volvo Truck Group - Greensboro, NC Feb 2004 – Oct 2007

Software Support Analyst

Provide Incoming Call Support

Provide Tier 1 Support for 80+ Application

Provide Customer support, system, software and access issues.

Analyze, Resolve or escalate Problematic issues

Maintain Support service tickets

Support Internal and External Customers

Coordinate routine support process updates

Monitor network status and availability, utilizing tools, to remain informed on pending incidents to provide proactive support

SpectrumLab Corp. - Greensboro, NC May 2001 – Feb 2004

Support Technician

Provide Internal User support, System, Software and Access issues.

Analyze, Resolve or escalate Problematic issues

Maintain Support service tickets

User Account and Equipment Setup and Maintenance

Server Report generation and Server Data Backup creation.

Maintain Equipment inventory and Equipment Update Records

New Breed Logistics - Greensboro, NC Mar 1999 – May 2001

Support Technician

Provide External Customer Support, System, Software and Access issues.

Analyze, Resolve or escalate Problematic issues

Maintain Support service tickets

Generate and Maintain Customer Satisfaction reports.

Education

Associate Degree Mechanical Drafting & Design Aug 1979

Graduate Certificates – Aug 1979 - Present

Multiple software, Business processes, Leadership

Communication and Writing.

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