Implementation Support Analyst Experience: 4+ Education: Kennesaw State University, Information Systems, 2014 Location: Winder, GA Salary: $35K

• 4+ years of Implementation/Customer Support Analyst experience. • Excellent knowledge of computers, electronics, and computer software such as Microsoft office, Microsoft Excel, SQL and SQL server. • Scripting know how and writing batch files to help automate processes. • Basic HTML and CSS knowledge. • Flexible, hard worker, and quick learner. • Team-player with great communication skills. • Rudimentary Spanish speaking/writing. • Experience with ticketing systems, proficient with NetSuite. • Always willing to go above and beyond to exceed customer and employer expectations. • Excellent communication skills


Long Description

Professional Experience
Customer Support, October 2017-Current
Worked remotely to assist Medicare recipients in the state of Pennsylvania with a variety of issues.
Logged tickets and assigned them to appropriate locations on two separate ticket systems.
Resolved issues in a quick and timely fashion.
Deescalated tense situations with a focus on participants satisfaction of support received.
 
Duluth, Georgia United States
Implementation Specialist, June 2013- June 2014
Lead Implementation Specialist, July 2014 - October 2015
Implementation Engineer, June 2016- October 2016
Customer Support Analyst, June 2017-October 2017
Determine users’ technical needs and provide them with appropriate solutions.
Install hardware, software and device drivers on standalone computers.
Manage network configurations to ensure that all computers on a network can communicate effectively.
Act as a technical resource in order to assist users with resolving computer issues.
Taught and lead a small team on how to install and troubleshoot software.
Maintain composure and patience in face of difficult customer situations.
Built strong rapport and communications with customers while informing them of resolution progress.
 
Education
Kennesaw State University, Information Systems, 2014
Additional Skills
Excellent knowledge of computers, electronics, and computer software such as Microsoft office, Microsoft Excel, SQL and SQL server.
Scripting know how and writing batch files to help automate processes.
Basic HTML and CSS knowledge.
Flexible, hard worker, and quick learner.
Team-player with great communication skills.
Rudimentary Spanish speaking/writing.
Experience with ticketing systems, proficient with NetSuite.
Always willing to go above and beyond to exceed customer and employer expectations.