RAYMOND LOUIE

Freeport, NY ● 516-***-**** ● advpbj@r.postjobfree.com

www.linkedin.com/in/raymond-louie

Application Support Specialist

Senior Application Support Specialist professional with a record of success providing technical application support to global and domestic customers. Extensive experience with proprietary software, custom applications, and targeted analysis/troubleshooting. Exceptional problem resolution, technical troubleshooting and documentation skills aligned with business standards and agreements. Recognized for delivering exceptional customer service to users and internal cross- functional teams.

Core Technical Competencies

Platforms Windows (NT, XP, 7, 10) Linux (RHEL) Solaris 2.x, DOS/VSE, VM, CMS, JCL, Nortel MPS, Periphonics VPS/is

Software VMware, Cisco WebEX, WireShark, Clarify CRM, Siebel CRM, LogMeIn, Avaya DesktopWallboard, Avaya Contact Analyzer, Avaya CallBackAssist, Nortel MPS Developer, MySQL, Verint Workforce Optimization

Languages Java, Unix Scripting, SQL, Perl, ANS COBOL, Pascal, RPG Experience

THOMSON REUTERS, Eagan, Minnesota 2021 - 2022

Product Support Representative

• Respond to enquiries from customers in relation to the installation, functionality, and performance of supported products either verbally by phone, or in writing by email.

• Concisely and accurately document support request information, paying particular attention to problem description, resolution and follow up action.

• Perform basic QA product testing of new and existing product releases to identify bugs/glitches, verify bug fixes and provide feedback to Product development.

• Maintain up to date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers. Raymond Louie 516-***-**** advpbj@r.postjobfree.com

VERINT SYSTEMS, Melville, New York 2019 - 2020

Product Support Specialist

• Assist customers with assigned technical support issues that are reported via telephone, web and email.

• Provide accurate analysis, troubleshooting, and testing of technical issues.

• Ensure the highest level of communication with the customer to meet Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.

• Facilitate resolutions with customer and with other members of the organization (sales, services, product house, etc.) as necessary in the course of problem resolution.

• Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions. AVAYA, Basking Ridge, New Jersey 1998 - 2018

(Formally Periphonics/Nortel)

Application Support Specialist (09/10 – 02/18)

Responsible for providing technical assistance and support for multiple Avaya telecomm related applications. The support encompassed 500+ customers in the US and global market, covering several industries.

Provided telephone and remote support for Avaya custom programs and packaged applications.

Troubleshot, researched, and diagnosed customers issue to provide a timely resolution.

Worked in liaison with developers to resolve product defects.

Provided upgrades and fixes to resolve known issues.

Maintained ongoing support for legacy Nortel applications. Technical Support Specialist (05/98 – 08/10)

Provided Technical Support for IVR (Interactive Voice Response) systems, platform and applications related. Supported systems on multiple platforms (Solarix, Windows, Linux) used in numerous industries.

Provided excellent remote and telephone support for customer in response to technical issues with telephony systems, call management servers, call centers.

Resolved application, configuration, and software issues and provided customer with timely updates.

Created and updated team documentation on existing solutions, knowledge base, and customer information.

Raymond Louie 516-***-**** advpbj@r.postjobfree.com

Additional Relevant Experience

CUSTOM DATA SERVICES, Baldwin, New York

Computer Technician

Customized and maintained software applications that addressed internal user needs.

Prepared hardware and software for Point-of-Sale and Accounts Receivable systems.

Managed communications and assisted in production related issues. Technical Support

Maintained current information for new customers.

Provided training and telephone support for end users.

Troubleshot and resolved Customer issues.

Handled software updates for end users and communicated new features of the software.

CROSSZ SOFTWARE, Uniondale, New York

Technical Support Analyst

Assisted in setting up a technical support group, formulating procedures, logging calls, and maintaining customer records.

Assessed and resolved technical problems from customers.

Tested the product and sending out solutions for known problems. Education

Bachelor of Science, Computer Information Systems, Dowling College - Oakdale, New York

Computer Programming Diploma,

Grumman Data Systems Institute - Woodbury, New York Associate of Applied Science, Data Processing,

Nassau Community College - Garden City, New York

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