Senior Software Support Specialist with 20+ Years Experience

Melodee M. Hinkley

SUMMARY

Dedicated Software Support Technician with 20+ years of experience supporting proprietary, enterprise (including SaaS), and government applications. Skilled in troubleshooting, ticket resolution, and user training with a focus on customer satisfaction. Adept at SQL queries, reporting, and collaborating with cross-functional teams to deliver technical solutions. Recognized for adaptability, mentoring, and consistently exceeding expectations.

Core Competencies: Application Support • Troubleshooting • Ticketing Systems • Agile Scrum process • SQL Queries • User Training • Documentation • Regression Testing • HR/Payroll Systems • Customer Service and Support

TECHNICAL SKILLS

Applications/Tools: ChatGPT, Zendesk, YouTrack, Jaspersoft Reports, SQL Server Management Studio, CRM systems, Lucid Chart, Microsoft Visio, Salesforce, AWS, SaaS, Agile Scrum process, BI Reporting, Reportsmith, SQR, SharePoint, Microsoft Teams, Slack, Microsoft Project, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access), Windows OS, and Internet Browsers HR/Payroll Systems: Kronos eTime, ADP CSS HRizon, Ceridian eSource, SAP ERP Systems: Oracle (Purchasing, Inventory, Manufacturing) TOPAZ® Proprietary Applications: Elements/Enterprise, GRANITE Enterprise, Mobile Census, Veterinary Management System

Kelmar Associates Proprietary Applications: KAPS® and SWS (State Website System) Other Skills: Analytical Skills, Operational Support, Problem Solving, Scheduling, US Citizen, Reporting, Issue Resolution, Unclaimed Property SME, etc.

PROFESSIONAL EXPERIENCE

Kelmar Associates, LLC – Remote

Senior Support Associate Oct 2016 – Sep 2025

- Promoted to Senior Support Associate (2020) after training and mentoring junior staff.

- Key contributor to statewide system unclaimed property software implementations for Texas (2017) and Tennessee (2023).

- Resolved complex client issues using SQL queries, workflow updates, and ticketing systems (YouTrack, Zendesk).

- Authored custom Jaspersoft reports, improving visibility into data and records.

- Collaborated with developers, QA, management and support staff on escalations, defect tracking, and data corrections using Agile Scrum process.

TOPAZ Technologies – Austin and Pflugerville, TX

Senior Support Technician Mar 2007 – Oct 2016

- Delivered Tier 1 & 2 support via phone, email, and remote sessions for GUI and Enterprise applications including SaaS.

- Identified root causes through log/database analysis; prepared SQL correction scripts.

- Coordinated with DBAs/installers to deliver patches, upgrades, and releases.

- Assisted QA with regression testing of new versions and patches.

- Produced management reports from CRM/defect tracking systems.

- Mentored new support staff, boosting team effectiveness.

- Awarded Employee of the Year (2011) and Most Valuable Person (Q3 2007) recognition awards.

Zimmer USA Inc. / Centerpulse USA Inc. / CarboMedics Inc. – Austin, TX

HR Systems Analyst / CSS Administrator / Desktop Applications Support Specialist October 1997 – July 2006

- Migrated HRIS/Payroll data from ADP CSS HRizon to eSource & MS Access, reducing costs and centralizing HR data.

- Trained and supported HR/Payroll staff in data entry and reporting.

- Administered ADP CSS HRizon, performing database updates and resolving system issues using SQL Plus.

- Delivered ongoing and ad-hoc reports using Reportsmith/SQR.

- Provided IT help desk support for ~500 users, including Microsoft Office, Kronos, Oracle ERP and BI Reporting.

- Conducted training sessions for Kronos and Oracle rollouts, ensuring successful adoption.

- Awarded multiple recognition awards from executives. EDUCATION

McCallum High School – Austin, TX

High School Diploma

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