Application Support & Technical Support Specialist
Resume:
Ricky Ratley
*** ******* **, *****, ** ***** US
************@*****.***
Analytical problem-solver with a track record of successful performance in multiple roles. Growth-focused professional in technology who is committed to exceeding my organization‘s performance expectations at all times and constantly building upon my technical skills. Application Support Technician II - February, 2020 to Present Texas Department of Family and Protective Services - Austin, TX Assisted end users with all software application issues including proprietary software such as IMPACT, NEICE, ABCS, Provider Portal, Salesforce. and others. Utilized Jira to document bugs and monitor backlogs for ongoing projects. Utilized PPM to document application defects and create timesheets to track my work. Demonstrated professionalism and courtesy to end users while working to resolve complaints, problems, or questions.
Utilized ticketing software BMC Helix to document interactions and maintain the knowledge base. Utilized communication tools to collaborate with my team. Technical Support Specialist - May, 2018 to February, 2020 Randstad Agency - Austin, TX
Worked closely with supervisors to escalate and resolve customer or technical issues. Worked with customers to identify problems, walk them through solutions, and take corrective action to get service and functionality back on track.
Worked with the support team to help clients with urgent technical issues and come up with effective solutions.
Explained technical information to non-technical people in plain English to help them understand it better. Technical Support Representative - May, 2015 to May, 2018 Home Depot - Temp Agency - Austin, TX
Quickly and accurately resolved issues with systems, hardware, and telephones. Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
Submitted service tickets for requests for equipment maintenance. Installed, modified, and repaired software and hardware to resolve technical issues. Active Directory Administration
Connectivity & Networking Support
Office 365 Applications Support
Network Mapping & Monitoring Support
Hardware & Software Support
Windows, Mac, iOS Support
Jira, Helix, Service Now ticketing systems
Remote software and VPN Support
Professional Summary
Work History
Skills
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