Support Analyst Technical

Roslyn H. Collins

678-***-**** *********@*****.*** linkedin.com/in/roslyn-collins1928

SUMMARY OF QUALIFICATIONS

TECHNICAL SUPPORT CLIENT SERVICES CUSTOMER RELATIONSHIP

Reliable, resourceful, and energic technical support professional experienced in resolving technical issues for SaaS solutions and other cloud-based applications. Ability to foster and cultivate key client relationships in diverse industries.

WORK EXPERIENCE

Vineti, Inc. – San Francisco, CA 06/2021 – 08/2022

Technical Support Analyst

Provided support and resolution to customers in the bio-pharmaceutical industry. Delivered simplicity to a complex supply chain platform to global entities.

Performed troubleshooting, data analysis, and testing to determine root cause.

Performed changes to workflows for upcoming sprints.

Served as the point of contact for escalated issues.

Created documents detailing incident resolution for external stakeholders.

WestRock – Norcross, GA 03/2020 – 06/2021

Service Desk Analyst

Provided support via phone and email to over 50K employees. Handled an average of 70 calls per day with an 85% first-call resolution rate.

Supported multiple enterprise software applications housed on SQL Servers.

Performed investigative and diagnostic functions to determine software and hardware failures.

Assisted users with security questions, including password recovery.

Worked directly with vendors to provide break/fix remediation for hardware devices.

Abila – Atlanta, GA 10/2016 – 11/2019

Technical Support Analyst

Supported a learning management system that delivered comprehensive online programs through webinars, webcasts, and on-demand courses for continuing education and certification.

Diagnosed problems related to accessing streaming media content for customers via ticketing system, phone, and chat.

Documented resolutions for business reporting purposes.

Collaborated with Account Directors and Developers for quick remediation during outages.

Assisted with the onboarding and training of newly hired Support Analysts.

NCR – Alpharetta, GA 10/2013 – 07/2016

Technical Support Analyst

Served as a member of the Hospitality Deployment Team responsible for installing, configuring, and setting up POS systems for go-live locations.

Created and configured new business profiles using JDA (Blue Yonder).

Assisted customers with pre-deployment configuration and setup.

Managed go-live activities which included configuration changes and testing all devices to ensure they were working properly.

ADDITIONAL WORK EXPERIENCE

Dell Services – Service Desk Analyst II – provided full-service software and hardware support to all State of Georgia agencies.

IBM – Technical Support Analyst II – full-service support of a proprietary software to IBMers globally.

Torchmark Corp. – Unit Manager/Trainer – trained and managed B2B sales associates.

Sage Software – Senior Support Analyst – provided technical expertise to the sales team for a full-scale accounting/financial software platform.

TECHNICAL SKILLS

Operating Systems: Windows 7, 10 (32-bit, 4-bit), Servers

Networking: LAN/WAN, WI-FI, TCP/IP, DHCP, DNS, Active Directory, Bitlocker

Security: Windows Firewall, Norton, McAfee, Malwarebytes, AVG

Remote/Shadowing: VPN, Citrix, GoToAssist, LogMeIn, Zoom, Google Meet, Slack, Teams

Ticketing Systems: Zendesk, ServiceNow

Desktop Applications: Office365, Outlook

CRMs: Oracle, Sage, JD Edwards

Applications: Confluence, Jira, GitHub, Okta, KeyCloak, Postman, PowerShell

Cloud: AWS, Google Cloud

Active Learner: SQL, API, Salesforce, Power BI

EDUCATION

South Carolina State University – Orangeburg, SC

B.S. Degree – Computer Science

REFERENCES

Available upon request

Contact this candidate