Support Analyst Resumes in ------: Samuel

Support Analyst Resume

Contact Candidate

Name:

Samuel

Location:

------

Experience:

Most Recent Job Title:

Support Analyst

Objective:

I am seeking a position where I can have the opportunity to test proprietary software. I am a detail-oriented hard worker with integrity. I work closely with my teammates to ensure software fixes are thoroughly tested. However, I am also open to other opportunities.

Resume Text:

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WORK EXPERIENCE

Support Analyst

Allegro Development (September 2008 to March 2009)

Dallas, TX

*Recreated software issues reported by clients.

*Created step-by-step instructions so that programmers can easily find where the issues are located at.

*Performed initial test once an issue has been fixed by a programmer.

*Tested multiple issues fixed by programmers before a new version of the software is released to clients on a quarterly basis.

*Received praises from multiple clients of my responsiveness to their issues and the quality of care I provided to them.

Customer Support Advocate/Software Tester

Windent (April 2005 to August 2008)

Richardson, TX

Testing Production Version of Our Practice Management Software:

*Lead tester for the version of software for dental universities.

*Restored a universities' latest production database to test against new version of our production software.

*Tested new features of our production software (before releasing to customers on a quarterly basis) and also to ensure existing features are not broken.

*Tested errors reported by universities to ensure the fixes fully address the universities' needs.

Testing Beta Version of Our Practice Management Software:

*Created test plans to thoroughly test our beta software systematically throughout the life of the software development stages.

*Tested beta software's logic and error handling capabilities when users entered unexpected numbers/letters.

*Documented errors found in beta software onto a spreadsheet (errors organize by category and with steps to replicate them) for project manager to assign to programmers.

Supporting University Class Practice Management Software:

*PCAnywhere or remote desktop to universities' computers to investigate reported problems with our software, where I examined their databases with the aide of SQL Server Management Studio 2005 and simple SQL commands, and replicated their issues (to determine if it is a user error or a programming error).

*Took ownership of all universities' issues which included solving a problem that our programmers could not replicate. I suggested to the university that I use SnagIt to record video of the user replicating the issue on her computer (video did uncover the cause of the problem).

*Resolved customer's electronic claim issues, including calling Emdeon (dental and medical clearinghouse) and insurance companies.

*Provided solutions to customer's accounting issues by researching their reports and database.

*Praised by an IT Director of a university whom I work with that the entire university staff appreciate my level of response to their issues.

Other Responsibilities:

*Created an installation manual for our beta software ensuring our customers will be able to install our software with ease.

*Cloned programmers' computers with Norton Ghost & Boot IT periodically in case their computers crash.

*Created new SourceSafe project for newer versions of our software so that work done by programmers are backed up in SourceSafe to ensure minimal lost, in case of file corruption.

*Backed up database used by programmers with SQL Server Management Studio 2005 in case the database become corrupted.

*Created simple Crystal Reports which gathered information from our customers' databases and presented them in summarized and easy to read format.

*Created a help file with EasyChm as a guide for our customers and to show them new features in our newly updated software.

Technical Staff

Texas Instruments (October 1996 to September 2000)

Dallas, TX

*Provided new quotes to win potential clients.

*Provided technical sales presentation to potential clients.

*Provided technical support to existing clients.

*Solved a client-related problem by staying composed under pressure and created 24/7 availability, where I received a face-to-face praise by the client's supervisor and director.

*Pursued a test problem from every angle where my persistence helped the designer realize his design flaw, which benefited other engineers who used the same test.

*Educated a challenged colleague successfully in the concepts of programming where no instructor had been able to help him.

*Researched, developed, and conducted presentations where managers and senior members complimented my level of effort and preparation.

*Influenced senior members to get started on a project, to which I was commended for my diplomatic, yet persuasive, method of motivation.

*Directed a sensitive new hire to team members that better fit her communication style, which created a healthier learning environment for her.

*Carried out all responsibilities with a positive attitude where I was praised by managers for my enthusiasm during year-end reviews.

*Coordinated a team of senior engineers in overseeing oversea design problems that contributed to my netting a 15% raise.

*Created an easy-to-use and well-liked website using Perl and HTML for my team of engineers to share their lessons-learned documents.

EDUCATION

8/1996 University of Texas, Austin, TX

Bachelor's Degree

Major in Electrical Engineering

Overall GPA of 3.25

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