Support Analyst Customer Service

SYSTEM SUPPORT ANALYST

Detail-oriented professional with 25 years of analytical and troubleshooting experience in an Agile work environment.

Proven ability to multi-task while analyzing complex subject matter.

Recognized as an energetic self-starter that functions with minimal supervision.

Effective communicator with experience in presenting and configuring new subject matter.

Experience

Globe Life Insurance, Remote November 2016 – April 2025

Part Time Customer Retention Associate

Responsible for making outbound calls to existing policyholders to collect delinquent premium payments.

Recognized as Collecting the Highest Amount of Money in Customer Retention for 2022, 2023 and 2024.

Recognized as Receiving the Most Positive Customer Feedback Surveys in Customer Retention.

Responsible for answering inbound calls from current policyholders with the intent of cancelling their insurance benefits.

Responsible for answering questions regarding coverage, premium and other policy information.

Responsible for composing business letters to send to customers.

Responsible for making judgement decisions when required.

Responsible for reselling the benefits of Globe policies and providing excellent customer service.

Responsible for using various sales techniques to help increase the retention of the policyholder.

Consultant, Remote November 2022– February 2023

Client: Deloitte

Help Desk/Application Support Analyst

Answered customer communications via email, chat, and telephone to make sure tickets were opened and issues were reported to the correct department.

Verified and added users access in National Institute of Health (NIH) Portal

Verified and added Institutions in NIH Portal

Troubleshooted and verified whether research studies had been submitted and approved in NIH.

Created, Documented and Troubleshooted Jira tickets.

Escalated complex issues to the appropriate teams for further investigation and resolution.

Monitored the status and progress of Jira tickets to closure.

Communicated to relevant parties on incident progress.

Joined daily progress call to provide status on current issues.

Consultant, Remote May 2020 – August 2022

Client: PricewaterhouseCoopers

Customer Support Analyst

Recruited to support three newly created applications Risk Command, Risk Proof and Transparency Hub.

Functional Support Analyst for Transparency Hub responsible for coaching and mentoring new L2 Analyst

Made sure we maintain a strong client/customer service relationship with our clients to ensure trust is maintained.

Tasked with triaging on average of 20 tickets per week using ServiceNow.

Tasked with prioritizing and managing several open issues and applications at once.

Tasked with checking our JIRA tickets daily to get current updates from our development team to assist in resolving our clients’ issues.

Created, configured, and deployed SQL tenant database utilizing Azure cloud.

Collaborated with cross functional teams, including product managers, developers, and quality assurance to resolve complex technical issues.

Escalated unresolved issues to the appropriate internal teams.

Responsible for making sure all support tickets are noted and updated daily with the latest work notes so I can respond back to our clients.

Wrote Knowledge Base Support Articles and was responsible for updating and contributing to ongoing support documentation via Confluence.

Troubleshooted access issues using Identity Access Management.

Monitored applications status using Datadog.

Responsible for troubleshooting, diagnosing, and resolving application issues.

Responsible for testing patches, upgrades, and new releases before they are implemented to Production.

Responsible for working with developers and vendors to troubleshoot and resolve application issues.

Responsible for creating reports by collecting, analyzing and summarizing client information to detail the number of tickets our clients have opened and their issues.

Liaison between the client and development teams making sure all the client’s questions and concerns are addressed in a timely manner.

Worked closely with the Customer Success and Product Management team to understand product roadmap and key business drivers to deliver a high-quality support tool.

Consultant, Remote July 2019 – January 2020

Client: Florida Power & Light

ChangeGear System Administrator

Worked with IT Process Engineering team, developers, and business users on new enhancements within ChangeGear Ticket System.

Responsible for adding and removing users, sites, groups, and teams in ChangeGear.

Responsible for configuring new projects, new modules, and workflows into the ticketing system.

Responsible for troubleshooting, diagnosis and resolution of application issues.

Responsible for daily conference calls to discuss what we are working on and any risk or impediments.

CoServ Electric Company, Corinth, TX April 2015 – March 2019

Sr Systems Support Analyst

Joined the second largest cooperative in Texas as their ChangeGear Ticket System Admin to upgrade their ticketing system from on premise to AWS Cloud. This was one of my biggest accomplishments. They kept me on as a permanent employee.

Worked with help desk, IT infrastructure teams, developers, testers, vendors, and business users to ensure rapid resolution and thorough analysis of incidents.

Responsible for managing internal teams and third-party vendors efforts to plan, sell and implement solutions to customer problems.

Managed implementation of new technological improvements resulting in increased efficiency

Coordinated with vendor and internal departments to ensure all aspects of the upgrade was compatible, within scope, on target for deadlines and was within budget.

Responsible for adding and removing users, sites, groups, and teams in Microsoft SharePoint and ChangeGear Ticketing System.

Responsible for configuring new projects, workflows, and enhancements into the ChangeGear as well as Zendesk ticketing system.

Responsible for troubleshooting, diagnosis, and resolution of application issues.

Responsible for installing and maintaining applications in production and development for new releases, enhancements and upgrades using Incident, Change and Problem Management.

Used various technical tools such as conference call and screen sharing along with my analytical and troubleshooting skills to troubleshoot system issues.

Implemented and improved the invoice process by creating a workflow in ChangeGear for Managers and Department leaders to verify their invoices before submitting to accounting.

Serve as liaison between departments and vendors to resolve system issues until problem is resolved.

Used Microsoft Teams to create and share knowledge articles for various applications.

Perform business process improvement, analysis strategy and operations, service, support, advisor, delivery and metrics for Client Technologies, processes, and applications.

Assist Support Manager in developing/revising and documenting policies and procedures to support Client Technologies Lifecycle Management.

Support other projects when required.

Consultant, Irving, TX April 2014 – December 2014

Client: Pioneer Natural Resources

Application Support Analyst

Responsible for provisioning and deprovisioning users from AFE Manager using Windows Server 2008.

Used SQL Server Management Studio to run scripts to unlock AFE Manager daily emails.

Responsible for delivery and support of third-party applications and related SQL and Oracle databases.

Installed, documented, tested, and troubleshot applications and databases on Windows and Citrix.

Diagnosed and resolved application, database, and related data issues.

Performed Quarterly Sox Audits for AFE Manager.

Provided configuration changes for enhancements to AFE Manager on development & production servers.

Resolved ServiceNow Tickets for the following Commercial Applications in a time manner: AFE Manager, iSeries, ADP, Visual Info, Hyperion, Essbase and Kofax.

Worked closely with internal customers to ensure all business needs were met in a timely manner.

Worked closely with 3rd party vendors.

AT&T Wireless July 1995 – May 2013

Defect Support Manager

Acted as the single point of contact for defects from approval to deployment.

Generated status reports.

Worked with application developers to investigate issues and facilitate quick resolution.

Determined root cause accuracy. Worked with test team to determine key learnings and corrective actions.

Provided timely status updates to Quality Center (QC), ClearQuest, Remedy, Defect Planning Release Manager (DPRM) and testing for 3rd party vendor defects.

Worked with testing team to schedule code releases into System and Fully Integrated Enterprise (FIE) test environments.

Managed timeliness of the defect fix and reported when the fix was installed in appropriate environment.

Built and tracked corrective action plans.

Ensured proper defect closure.

Sr. Application Support Analyst

Managed, analyzed, and resolved technical problems in real-time environment using Citrix and Windows Servers.

Provided support for issues related to AT&T Wireless Provisioning platforms using UNIX and SQL.

Read HTML logs to troubleshoot provisioning issues.

Led recovery process for network outages via conference calls.

Documented and logged new production support issues for upper management.

Completed IT Escalations requests via Remedy and Clarify with a 30-minute turnaround time.

Worked with the UNIX/DBA & NOC teams to handle backup processes and backup software issues.

Sent notifications to customer facing organizations when a platform was down or provisioning slowly.

Developed “provisioning error” recovery procedures in effort to resolve recurring errors.

Developed processes and managed implementation of new products and services.

Created and managed Level 1 schedules, daily work assignments and monitored network schedules.

Provided 24X7 and weekend on-call support.

Assumed Manager Duties in the absence of a manager.

Trained new employees in all aspects of position.

ADDITIONAL RELEVANT EXPERIENCE

AT&T Wireless

Technical Support

IT Quality Assurance Analyst

Talkbank Report Specialist

Customer Service Representative

CERTIFICATIONS

Six Sigma Yellow Belt Certification

Certificate for UNIX Fundamentals

Certificate for Outstanding Customer Operations Support

EDUCATION

Bachelor of Science (BS), Accounting

Belhaven University

TECHNICAL SKILLS

Active Directory, AS400, Authorization for Expenditures (AFE Manager), Automatic Data Processing (ADP), Amazon Web Services (AWS), Azure SQL, ChangeGear Ticketing System Administrator, Change Management, Citrix, Clarify ITHD & CM, ClearQuest Ticketing System, Client Business Support, Confluence, Datadog, Google Suite, HMTL, Identity Access Management (IAM), Incident Management, JIRA, Kronos, Lawson, Mainframe, Microsoft Azure, Microsoft Excel, Microsoft Outlook, Microsoft Skype, Microsoft SharePoint, Microsoft Teams, Microsoft Word, Oracle Enterprise Performance Mgmt. Sys, Remedy Ticketing System, SaaS, Salesforce, ServiceNow Ticket System, SQL, Software Testing, TCP/IP, TOAD, Unix, Windows, Windows Server 2008, Zendesk

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