Software/Applications Support

LINDA HASSETT ** Pond View Drive

Warwick, RI ****6

401-***-****

***********@*****.***

Objective:

To work with a team where I can make a positive contribution by using my analytical, technical, interpersonal skills and management experience within a challenging, progressive environment. Experience:

Senior Software Support Analyst – Core Business Technologies, RI (Jan 2010 – Oct 2025) Used customer service, communication and problem-solving skills to solve inquiries from CORE customers. Worked with support team utilizing technical skills and product expertise helping to resolve customer product issues.

Ability to log and respond to customer support requests via phone, e-mail, and remote tools. Committed to customer service while building customer partnerships. Triaged customer issues, conducting any necessary technical research or team collaboration. Communicated technical product and solution expertise to customers. Provided updates and case statuses to customers and management. Product technical liaison between support and development teams. Tested code for new software releases prior to distribution. After hours support.

Skills:

• A solid understanding of Computer Software and Hardware

• Knowledge of basic and intermediate desktop / PC troubleshooting skills

• Can quickly analyze computer related problems and develop the correct course of action.

• Can work independently, or as a member of a highly skilled technical team.

• Ability to manage multiple clients and appointments

• Ability to prioritize activities of various customer needs

• Ability to develop resolution to client problems

• Ability to work with team members on a project

• Demonstrate an energetic “can-do” attitude, with an ability to bring projects to completion.

• Follow up with customers promptly

• Ability to take over a task from another co-worker and work it to completion

• Excellent oral and written communication skills.

• Ticketing Software; Sales Force, Slack, Zendesk and Jira Comptia A+ Certified

Certified IT Support and Customer Service Professional (CCSP) EDUCATION: BS – Business Administration – Bryant University, Smithfield, RI

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