Support Analyst Technical
Resume:
Richard Ivory
Shreveport, LA *****
********@***.***
Work Experience
Tier2 Support Analyst
i3 Verticals - Shreveport, LA
August 2021 to Present
Support i3 Verticals’ products and maintaining relationships with client-base, as well as resolving escalated tickets. Work closely with the Director of Client Services to improve the overall performance. Act as first level escalation point for more complex or critical customer issues and inquiries. Build and maintain effective relationships with team members, management, in-house software developers and clients. Deploy and provide training on software applications to new clients and new versions to current clients. Generate reports via SQL queries.
Client Support Analyst
Software & Services (Acquired by i3 Verticals) - Shreveport, LA
March 2016 to August 2021
Provide front-line technical support for proprietary software applications via phone, email and remote access in a timely manner to external clients.
Build and maintain effective relationships with team members, management, in-house software developers and clients.
Identify, troubleshoot and resolve application issues.
Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
Document all reported issues and task details; analyze gathered data.
Deploy and provide training on software applications to new clients and new versions to current clients. Acquired Louisiana Associate Assessor (LAA) certification.
Technical Support Engineer
Jack Henry & Associates - Allen, TX
October 2013 to March 2016
Interacts with product support personnel, and potentially the customer, when the customer's problem
cannot be resolved directly by first-level resources. Provides technical assistance to customers.
Provides support to customers/users if product issues are encountered. Analyzes the problem as
described by the customer and determines the best course of action. Interacts directly with the
customer/user when the product is highly technical or sophisticated in nature, such as with systems
level software where the user has a technical background. Includes all appropriate departments
to facilitate a successful resolution to any client issue. Reports design, reliability and maintenance
problems or bugs to software engineering. Creates defect records on all reported issues with
supporting files and examples for development to create code fixes. Prepares test environment when
necessary to simulate, document or recreate errors or problems reported by customer to determine
appropriate action. May prepare test environment and test new enhancements or other internal
quality testing. Maintains familiarity with company products by attending training classes, observing
experienced support personnel, reading software documentation, and participating in on-line training
programs. May bid and complete Customer Work Requests (CWRs) in accordance with company
standards. Provide customer installations, upgrades, and training.
Support Specialist
Tyler Technologies - Plano, TX
September 2012 to October 2013
Responsible for providing customer support for Tyler software products. Build positive relationships
with clients by providing support that is timely and knowledgeable. Work with clients on analysis,
diagnostics and resolution of issues. Consult with clients on business processes to maintain maximum
customer productivity. Provide phone, web or email support for customers nationwide. Manage
multiple customer issues in a fast paced organization and prioritize effectively. Continually develop
product expertise by reviewing new functionality, testing product issues and utilizing internal
resources. Occasional travel for on-site support.
solutions. Handle incoming client calls to Customer Support Line. Track issues from inception to
resolution, work closely with development and other company departments. Provide information on
product upgrades and releases
Education
Bachelor’s Degree in Computer Science
Southern University - Baton Rouge, LA
Additional Information
TECHNICAL SUMMARY:
JIRA,UNIX, Sun Solaris, AS/400, WORD, Oracle,Visio, PowerPoint, EXCEL, FTP, Vantive, Remedy, Windows 7 - 11, Windows Server, Oracle, PL/SQL, Microsoft SQL Server, Clarify, ConnectWise, ArcGIS
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