Web Application Support Analyst

Eric Bonnette

**** ***** ***. ***** *** M***,

Clearwater FL, 33760 *************@*****.***

Home: 501-***-****

Cell: 501-***-****

 Dedicated customer service lead with 4+ years of experience in 2nd and 3rd level customer support which included numerous analytical web applications and their many utilities for both domestic and international customers. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations and processes.

 Respected leader of customer-focused quality oriented team; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the exceptional execution of all help desk and support operations policies and procedures.

Areas of Expertise

 Customer Service

 Problem Solving & Resolution

 Cost-Reduction Strategies  Customer Satisfaction Enhancement

 Coaching and Motivating

 Teambuilding & Training  Superb Analytical Skills

 Technical Troubleshooting

 Time Management

 Windows 2000 and 2003 Server with ADS, DHCP, DNS, IIS

 Client software from DOS 6.x to Windows Vista

 Knowledge of Client/Server 10/100 Ethernet and SNMP switched wired/wireless LANs

 Experience in Hyperion, Brio

 Knowledge of Micro Strategy Reporting Tools

 Skilled in Microsoft Word, PowerPoint, Info Path, Access, Excel, Visio, One Note  Windows NT 4 Server with DHCP, DNS, IIS, Exchange 5.5 IIS

 Skilled with setup and use of FTP/SFTP/Web Dav

Professional Experience

Catalina Marketing Corp. — St. Petersburg, FL 05/05 to Present

Loyalty/Express Support Analyst Lead, 4/06 to present

Catalina Health Resource Customer Service Representative, 12/05 to 4/06

Support Center Technician, 5/05 to 12/05

Promoted to position to identify areas for improvement on existing processes and implement new ones, recognize areas for team building and coaching for success. Foster an environment in which customers are assured high levels of service and employees are motivated to deliver top performance.

Selected Contributions:

 Presented numerous “Service Excellence Awards” for involvement in spearheading support aspects for rollout of new applications and on boarding new retailers as well as resolution of high profile escalated issues.

 Reduced turnaround time on day to day responsibilities due to the success of automations and process improvements implemented.

 Elevated team morale and internal relationships to ensure the best ethical and socially acceptable environment possible while adhering to company policies.

 Contributed to significant improvements in user satisfaction while collaborating with both internal sales teams and IT departments on enhancements to applications.

 Introduced new best practices and procedures that enhanced overall performance of the team.

 Exemplified the second-to-none customer service delivery for which Catalina Marketing Corp. is globally renowned in all interactions with customers.

Education and Training

University of Phoenix — St. Petersburg, FL 9/08 to Present

Earning; B.S. / Business Administration

Awards: Honors Student

ITT Technical University — Little Rock, AR 3/02 to 12/04

Earned: A.A.S. / Computer Networking Administration Systems

Awards: Highest Honors Student. Member of National Technical Honor Society

Training: numerous courses in Management, Leadership, Communications,

Business Essentials for Success, Technical Knowledge (Various Subjects)

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