Quality Assurance Customer Service
Resume:
DANA TURNER
*************@*****.***
https://www.linkedin.com/in/dana-turner-5bb0518/
PROFESSIONAL SUMMARY
A top talent, results-oriented leader with over 20 years experience providing customer and software support, business analysis, and solutions delivery across several platforms and industries. During this time, I provided best-in-class service, managing customer expectations and achieving significant customer satisfaction results.
PROFESSIONAL EXPERIENCE
Workday, Austin, Texas – Jun 2021 to Jul 2023
Senior Provisioning Analyst
●Responsible for creating and configuring database instances for internal and external customers
●Enabled features in the database instances
●Performed refresh of the instances upon customer Salesforce request
●Worked with the support engineers and DBA team using Jira to effectively communicate issues and work to resolution
●Worked closely with the sales team to ensure the instances provisioned and features enabled had been purchased or renewed
●Create Knowledge Base articles to assist with customer solutions to minimize case creation.
●Responsible for training and mentoring new teammates
●Provide excellent customer service skills and attention to detail
●Ability to problem solve and critically think to resolve customer needs
Emerson Inc., Round Rock, Texas – Jan 2012 to Feb 2021
Lead Oracle Triage Specialist
●Liaison between internal customers and 109 analysts worldwide. This entailed monitoring the Service Now ticketing system, analyzing the issue to determine which of the Oracle modules (Supply Chain, Finance, CRM, Projects, Manufacturing, Trax Shipping, Demantra, or Technical) the issue was related to, making sure all information was in the ticket to accurately convey the issue to the programmer, reaching out to customers if any additional information was needed, and assign out to one of 109 analyst worldwide based upon urgency, skills, capacity and availability
●Managed customer escalations and hand offs between analyst to ensure the issue was being addressed by an analyst with the correct skills that could resolve quickly
●Lead a team of 6 from several countries and time zones to provide 24x5 coverage
●Mentored team to help minimize mis-assignments and monitored individual goals and stats to help team members meet goals
●Responsible for providing solutions and automating the Triage processes to keep up with the demands of the growing business
Sage Software Inc., Austin, Texas – 2004 to Dec 2011
Senior Customer Support Analyst/Team Lead
●Provided application support for customers throughout the United States on an Enterprise Fundraising package
●Provided installation, configuration, and upgrade support on Windows 2003 and Windows 2008 servers that hosted the different components of the application which included an IIS server (IIS 6.0, 7.0, 7.5), a Database Server (SQL 2000\2005\2008 or Oracle 10g\11i), and Reporting Server
●Provided SQL and Oracle data analysis and maintenance using SQL and Oracle client tools (Enterprise Manager, Database Management Studio, Query Analyzer, SQL Profiler, SQL Plus, and Toad)
●Analyzed and provide solutions for customers using the Vantive case tool via E-support tickets and a Live Call Support Model
●Performed pre-release Quality Assurance testing
●Provided support for Crystal 9\10\11 reports
●Documented common support issues, product defects, and procedures for publishing in the internal and external Knowledge Base
●Product liaison between Customer Support and all the other departments in the company conveying all support activity (Core Team Member)
●Product defect liaison between external customers, internal support analyst, management, product developers, and Quality Assurance to ensure the customer’s issue were understood, urgency conveyed, and managed the delivery of the solutions (Defects Coordinator)
●Edited, approved, uploaded, and archived all published content. This included all documentation for any support issue, patch distribution, or full release product documentation
●Received several bonuses during my employment for outstanding Customer Satisfaction scores and other measured statistics
Computer Sciences Corporation, Richardson, Texas – 2002 to 2003
Business Analyst/Consultant
●Met with clients within CSC Accounts to determine business requirements, perform analysis, and develop solutions
●Participated in project to interface existing legacy applications into new implementation of Oracle ERP 11i for BAE Systems client
●Developed interfaces using PLSQL between legacy systems and Oracle 11i tables to populate data from the legacy system into the Oracle tables on daily basis
●Used PLSQL, SQLPLUS, SQLLDR, and Unix scripting skills to develop code to meet these business requirements for the Oracle ERP project
●Documented newly developed processes using Microsoft Word
Nortel Networks, Richardson, Texas – 1992 to 2001
Application Support Specialist
●Assigned support responsibilities for several of Nortel’s financial applications
●Coordinated and conducted weekly prioritization meetings with customers to ensure customer satisfaction and that critical timelines were being met
●Provided phone support for applications
●Analyzed financial systems to determine project specifications to keep systems aligned with growing business needs
●Designed, developed, and implemented any programming changes required for small to large-scale projects
●Provided 24X7 support for business-critical applications
●Responsible for hiring and managing contractors hired to aid with projects
●Created ad-hoc reports using SQL and Brio Reports to aid customers with reconciliation efforts
EDUCATION
Bachelor of Business Administration (BBA) – Computer Information Systems
West Texas State University, Canyon,Texas
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