Customer Service Technical Analyst

Lula Thomason

****.*****@*****.*** ● 803-***-**** ● Charlotte, NC

Career Objective

Thorough Technical Analyst who has a strong background in automating systems that had not been automated in the past. Adept at analyzing a system and finding errors recommending modifications to accomplish goals and training maintenance staff on proper maintenance techniques. Specializes in business processes and industrial equipment.

Skills

Proficient in Microsoft Office

Jabber, MS Teams, Slack for effective Communication

Proficient typing skills

Agile Training

Remote work experience

Exemplary problem-solving skills

AWS

Information & Security

Computer Information

Salesforce

Ability to build rapport with customers and clients

Service Now

Jira

Security Programs

Strong interpersonal written and verbal communications skills

Time-management skills

Incident Response

Leadership skills

Product management

Ability to quickly learn hardware, software and applications

Deadline and goal-oriented

Awarded for National Technical Honor Society

Strong organizational skills

Vue.js training

Professional Experience

Indeed, Remote June 2022-November 2022

Technical Integrations Analyst/programmer- Contract

Coordinated the deployment of our APIs and all integrations with our application partners, who will use these assets to exchange data with their customers and Indeed.

Worked with integration partners through the initial discovery discussions, the building, and delivery of the customers technical architecture, working through any issues that arise during the building or go-live of any enterprise customers to ensure fast and quality delivery of data.

Troubleshoot new and existing integration issues with partners and our client's Product, Engineering, Sales, and Client Services teams

Monitored and reported on ongoing performance and health of partner integrations.

collaborate with partners to continuously optimize integrations and repair issues impeding integration performance; maintain and enhance dashboards used by all to measure against KPIs.

Own and continuously improve all integration partner-facing documentation. Support partners in their understanding and adherence to documentation and Indeed best practices.

Ensure timely responses and customer service to our clients seeking integrations.

Communicate enhancement/improvement/defect opportunities to management in order to improve the user experience for users of the integrations.

Supported team leaders by assisting with new documentation for best practices.

Compiled data from external/internal users to drive efficiency within Integrations

Worked closely with Engineer teams to build documentation for Sponsored jobs integration.

Evaluated current processes to develop improvement plans.

ATRIUM HEALTH, CHARLOTTE, NC August 2019- June 2022

Technical Analyst- Security Technology

Produces accurate and complete work while meeting department productivity goals.

Perform troubleshooting for unfamiliar technical issues.

Ability to determine issues that may have an adverse business impact if not escalated.

Applies appropriate customer service and service recovery skills to comply with department standards.

Ability to learn standard Atrium hardware equipment and software applications at a rapid pace.

Responsible for executing operational tasks in support of work regarding E-Mail security, tool configuration and deployment, etc.

Strategically helped with integrations of new computer systems

Collaborated with HR teams to onboard new hires to ensure access was suitable for their roles

Assisted with the migration of Epic.

Partnered with product managers to understand needs & mitigate potential problems

Applied structed change management methodology.

WALMART CORPORATE OFFICE, Charlotte, NC October 2017 – August 2019

Applications Technical Analyst

Designed and implemented tools/system to scale and automate operations task.

Identified potential areas where existing monitoring capabilities required change to meet future business needs

Research and reconcile external account database.

Practiced Agile/scrum methodology.

Demonstrated strong analytical skills, coupled with keen sense of responsibility, urgency, and drive.

Respond to all vendor inquiries in a timely manner via email or phone calls.

Analyzed accounting systems for efficiency and effectiveness Utilized basis SQL skills to query Database

WALMART CORPORATE OFFICE, Charlotte, NC October 2016 – August 2017

Accounts Payable Specialist

Review bills for accuracy and proper approval and ensure that bills have not been previously paid.

Research and resolve billing issues from vendors.

Research and reconcile external account database.

Assist with creating and improving processes.

Accurately process high volumes of 3-way P.O. matching invoices, up to 100 plus line items.

Respond to all vendor inquiries in a timely manner via email or phone calls.

Invoice Verification Processing.

Adhere to AP policies and procedures.

Promoted to Applications Technical Analyst

WILLIAMS & FUDGE, INC., Rock Hill, SC Jan 2014 - Oct 2016

Accounts Receivable Associate

Identified process issues and transaction discrepancies.

Assisted consumers with taking care of overdue student accounts.

Used TLO and Accurint to find location information.

Managed a unit of 500 accounts.

Operated individually to make production goals.

AMERICAN RED CROSS BLOOD SERVICES, Charlotte, NC Oct 2012 - Jan 2014

Telerecruiter

Handled inbound and outbound calls.

Trained new staff members and monitored their work.

Educated donors about wellness and safe donation practices.

Updating donors’ records and confidential information.

Established rapport with donors while educating on the organization’s programs.

Maintained current knowledge and understanding of Donor Recruitment Policies.

Education

Associates of Science in Administrative Office Technology, York Technical College, Rock Hill, SC

Completed 12 credit hours towards degree

Bachelor of Art in Business Management, University of South Carolina Upstate, Spartanburg, SC

Completed 12 credit hours towards degree

Bachelor of Science in Finance, University of South Carolina Upstate, Spartanburg, SC

Completed 8 credits towards degree

Reference:

Morgan Coles- Indeed

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

Candy Price- Atrium Health

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

Kamryn Farris- Indeed

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

Contact this candidate