Tammy

Irovando

Clay NY

315-***-****

aduyni@r.postjobfree.com

https:/www.linkedin.com/in/tammy-irovando365

I am a motivated and experienced Software Support Specialist, with a strong background in technical skills, customer service, and interpersonal communications. The experience I have earned as an Associate of Applied Science in Information Technology enables me to contribute to the company's profitability and integrity.

Skills

Customer Support/Service

Technical Support/ Troubleshooting

Jira /Confluence /SharePoint,/Service-Now/ Sales Force

AS400/Cloud-based/mobile Applications/SQL queries

Claims Processing/Billing

Attention to Detail/Time Management

Microsoft Office

Sales/Team building/leadership

Data Entry/ Data Analysis

Verbal, Oral and Written Communication

Multitasking and Prioritization

Administrative office duties

DATES FROM – OCTOBER 2021 TO DECEMBER 2022

Applications Support Specialist / Aspen Dental Management, Inc. (ADMI)/ Remote

Collected, analyzed, and reported on data for use in operational planning.

Served as the second and third tier of contact for incoming technical tickets.

Evaluated, assessed, and validated, in-house applications in staging and production.

Assisted with application outages and created problem tickets for the incident.

Conferred with teams, users, and management to establish new systems or modifications requirements.

Entered commands and observed system functioning to verify correct operations and detect errors. Troubleshoot issues in AS400 and added values to SQL tables.

Inspected incoming tickets for office-generated technical requests, and incidents by documenting issues, solutions, and closing tickets.

Assisted Doctors in setting up escripts in Dosespot. Updated tickets in Sales Force.

DATES FROM – MAY 2013 TO DECEMBER 2020

Software Support Representative / Tickets.com/ Syracuse, NY

Maintain four complex software products and competently use my knowledge and provide support on a standard functionality basis.

Tested and assessed client events in staging, and monitored Internet on-sales.

Updated client venue designs and websites and recreated client issues in staging before production.

Recorded help desk calls by documenting issues, solutions, and closing tickets.

Assisted with other development projects such as custom work, data conversions, system upgrades, API, and validations.

Exercise, and finalize tasks in a highly efficient and effective manner.

Troubleshoot ticketing server gateway, access control, credit card services, POS kiosk, digital ticketing, and database errors.

DATES FROM – FEBRUARY 2013 TO MAY 2013

Web Chat Mobility Billing Representative/ AT&T Call Center/ Syracuse, NY

Prevented key account losses by researching discrepancies and correcting problems.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions during the first reaction.

Utilized job-related software to prepare change of address records, payment history, and other financial data to keep customer accounts up-to-date in the system.

Used various skills to resolve problems in a reasonable amount of time.

Coordinate between finance and customer service via a chat environment regarding customer escalation for credit and billing issues.

DATES FROM – DECEMBER 2012 TO MARCH 2013

Technical Support Associate/Internship Student/ Coyne Textile/ Syracuse, NY

Installed, maintained, and repaired network software, components, and equipment and integrated them with the existing system.

Identified and resolved issues using the latest patches, releases, virus detection, and troubleshooting techniques.

Imaged OS and software deployments, throughout the system and addressed implementation concerns.

DATES FROM – DECEMBER 2009 TO MARCH 2011

Tech Support Tier 3/Sales Representative/ CyberDefender/ Call Center/ Syracuse, NY

Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Delivered remote assistance for technical issues, installs, and updates using screen sharing, mouse, keyboard control, and other tools.

Educated customers in understanding products, components, and systems using technical demonstration. and easy-to-understand wording.

Received and responded to incoming calls and regarding PC and software problems to prioritize issues based on level of impact and severity.

DATES FROM – JULY 2008 TO DECEMBER 2009

Wireless Sales Associate/ AT&T Mobility/Call Center/ Syracuse, NY

Recommended, selected, and located merchandise based on customer desires and personal needs.

Researched and analyzed monetary figures involved in monthly subscription plans and explained commitments and charges, promotions, and offerings to drive sales.

Developed customized sales techniques to successfully sell and upsell services to new and existing clients.

Identified and resolved customer issues.

Trained team members and users in newly implemented and emerging technology to enhance business productivity.

Education

APRIL 2013

AAS in Network Technology/ Bryant& Stratton

Deans List 4.0

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