Support Analyst Customer Service

Patti Tipton

***********@*****.*** / 407-***-****

Profile

An experienced support analyst who believes Customer Success, Customer Satisfaction,

and Service Excellence delivered at the highest level is the key for a successful business.

Experience

Principal Technical Support Engineer in EBS Application Support

Oracle Corporation November 2000 – October 2022

Over 20+ years of functional experience in EBS Financial Applications with and including work in multi-phase implementations and support of production clients reports of application problems and errors.

Worked with Oracle EBS Financial clients during implementations (Release 11.5.3 - 12+, Cloud).

Performed Oracle Technical and Functional Lead Roles. Worked with multiple customers during full life-cycle implementations.

Strong presentation and communication skills. End-user

training and full Knowledge Transfer. Excellent client rapport building.

Assisted in testing of Oracle EBS Applications; working directly

with development team, conducting testing, analysis and feedback.

Worked independently with coworkers and clients tele-commuting.

Assisted in technical support process refinement to improve customer service and support.

Diffused critical situations in a positive manner, setting customer expectations and providing action plans to best serve the customer.

Published technical documents, including white papers, FAQ's, and Information Centers.

Improved customer experience by streamlining knowledge documents and creating workflows and analyzers (diagnostic scripts using Sqlplus, Java).

Supported these products: Account Receivables, and various Customer Data applications.

Subject Matter Expert (SME) for Customer Data Data Structure and support and business processes to appropriately store and retrieve that data.

Principal Technical Support Engineer

McKessonHBOC Corporation July 1991 - October 2000

Installed application software for various Hospital Business Offices across the United States.

Managed Installation time lines including: User Training, Testing and Go-Lives.

Supported various financial applications including: Account Receivables, Customer Data.

IT Operator and Business Office Analyst

Sumter Regional Hospital July 1981 - July 1991

Produced Business reports and distributed to various hospital departments.

Took incoming hospital calls and pages from hospital employees.

Ran Dayend processes and System Backup processes.

Education

Georgia Southwestern State University Americus, GA

Bachelor of Science in Computer Information Systems 1991

Oracle Cloud Infrastructure Foundations 2021 Certified Associate

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