Support Analyst with IT & BI Skills

Farhana Haque *** Stonewell Dr.,Saint Johns, FL **259, 904-***-**** ***************@*****.***

Professional Objective

Seeking a challenging opportunity as a Support Analyst where I can collaborate with cross-functional business and technology teams to improve operational efficiency and support organizational goals. Leveraging my educational background, professional experience, analytical skills, and commitment to excellence, I aim to contribute meaningful value and drive continuous business improvement.

Software Skills

SQL Server Management System (SSMS), Java, C++, HTML, Visual Basic, Windows, Microsoft Products, CRM Software, JIRA, Dynamic 365

Education

B.S. Computer Information Science with Leadership Minor, University of North Florida, Jacksonville, FL

A.S. Computer Information Systems, Central Piedmont Community College, Charlotte, NC

Professional Experiences

PaymentVision, Jacksonville, FL 08/24-5/26

Support Specialist

Provided technical and operational support for payment processing systems, ensuring timely resolution of issues.

Installed and configured end-user software application.

Troubleshot hardware and software issues for personal computers, printers, and peripheral devices.

Provided Tier 1 and Tier 2 technical support to end users.

Utilized Salesforce Lightning to manage client support cases, track issue resolutions and to escalate and resolve client issues effectively.

Assisted IS staff with daily operations and technical support activities.

Gathered and documented business requirements for system enhancements and support initiatives.

Collaborated with stakeholders and technical teams to troubleshoot system issues and improve functionality.

Analyzed transaction data to identify inconsistencies, trends, and areas for improvement.

Assisted in the development of reports and dashboards to monitor payment performance and operational metrics.

Supported UAT efforts by validating system updates and ensuring successful implementation.

Helped identify system inefficiencies and contributed to process improvement initiatives.

Maintained documentation including standard operating procedures, workflows, and user guides.

Manage high-volume support inquiries related to software issues, ensuring timely and seamless resolution for clients.

Provide support for complex CIF (Customer Information File) cases, navigating intricate workflows across operations, implementation, and development teams.

Accurately document, categorize, and analyze support issues to identify trends and opportunities for process improvement.

Collaborate with cross-functional teams and leadership to effectively escalate and resolve complex or technical challenges.

Maintain in-depth knowledge of core products and features to deliver clear, accurate, and effective guidance to clients.

Develop and contribute to FAQs, internal guides, and knowledge base articles to streamline support for recurring issues.

Demonstrate adaptability and a proactive approach in a fast-paced, evolving environment.

SMARTSTREAM, Jacksonville, FL 11/22- 1/24

Sr. Software Support Analyst

•Supported/resolved customer’s high quality software issues by interpreting customer queries/problems by variety of techniques such as debug, programming, replication, testing, and documentation.

•Maintained and owned problem management systems (Triage) by logging, documenting and full execution cycle.

•Proactively led and contributed to the overall support process, by suggesting and executing new process efficiencies, and workarounds to a customer level to minimize the future support calls received.

•Provided input and materials to support customer into the Global intranet site, and the customer zone on the company’s website to remain fully informed about the latest software development and issues.

•Reviewed and signed off the new software release, applications, solutions, installation, and new functionality of the latest products.

JP MORGAN CHASE, Jacksonville, FL

Quality Control Specialist 1/21-11/22

•Maintained key business applications and systems.

•Followed up with issues that needed to be fixed with upper management in a productive way.

•Coordinate, prepare, or review the Chase Agency plus (CAP) application that is utilized the loans that are received from Freddie Mac.

•Used the company’s procedure and regulations to validate the datas that are missing in the documents.

•Coordinated recall of documents that don’t align with company’s policy as necessary.

•Maintained daily basis quality control reporting as per operating procedures, work instructions, or policies from management.

•Reviewed loans with various level of data components that needed to be quality validation in preparation to purchase following JPMorgan’s procedures using various types of updated company’s in-house apps.

JP MORGAN CHASE, Jacksonville, FL 6/18-12/20

Sr.OperationSpecialistII

Expert in Black Knight lending services and multiple complex loan modification programming using SharePoint and other in-house software package tools. Also led company’s major project in reporting, auditing, data entry, data processing, management, and process improvement using multiple platform of databases. Worked with in-house software to support Chase’s loan processing system. Daily troubleshooting that requires back-end software configuration to support loan modification, loan data processing, origination, closing of newly added COVID loans.

JP MORGAN CHASE, Jacksonville, FL (Continued)

Senior Operation Specialist I 7/11-6/18

Led a project to design a database with GUI for data input for inventory management system. Awarded by management as “Mortgage Banking Spot Award” as continuous support of the master tracker database without any issue. Awarded for “Exceeding Expectation” from management.

BLUEPRINTS FOR LIFE, Jacksonville, FL, 4/10-7/11

Library Management for a Child Care Institute.

Activities

•Member of Society of Women Engineers.

•Member of Helping Hands.

•Membership Lead of ASPIRE.

•Member of Women in the Move.

•University of North Florida-School of Computing- The Club Challenges:

•A project designed for a Non-Profit Organization (August 2019-May2020).

•Building a software for a non-profit organization as a part of a two semester senior year.

•Used ASP.NET MVC Core to design the application to log in/out, sorting out the monthly reports to update.

Citizenship United States Citizen.

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