Start 8/26/2024

Some of my duties include working with developers and other representatives to identify, test, deploy and fix software discrepancies and other issues. I was an interface from support to development and quality assurance team. Attended and provided input in product management and development design meetings. Provided auxiliary test for quality assurance for hotfixes and pre-release testing. I was tasked with the training of Tier 1, Tier 2 and team leads on product knowledge and procedures. I… Show more Some of my duties include working with developers and other representatives to identify, test, deploy and fix software discrepancies and other issues. I was an interface from support to development and quality assurance team. Attended and provided input in product management and development design meetings. Provided auxiliary test for quality assurance for hotfixes and pre-release testing. I was tasked with the training of Tier 1, Tier 2 and team leads on product knowledge and procedures. I Managed escalated calls from Tier 1 or Tier 2 and priority cases assigned by director, team leads or vice president. I was the former company wide FTP site administrator, department intranet web master and support Lab administrator. Show less

I was tasked with processing calls and enter cases into Peoplesoft CRM to track customer issues. I was promoted to Tier 2 in less than 6 months. The average time for calls representives in Tier 1 was normally 3 years. I provided 2nd line support for Tier 1 support technicians after the promotion from Teir 1. At this time I was tasked with being the escalation point for Tier 1 support technicians, via PeopleSoft or OTIS customer reporting software. I was assigned and specialized in… Show more I was tasked with processing calls and enter cases into Peoplesoft CRM to track customer issues. I was promoted to Tier 2 in less than 6 months. The average time for calls representives in Tier 1 was normally 3 years. I provided 2nd line support for Tier 1 support technicians after the promotion from Teir 1. At this time I was tasked with being the escalation point for Tier 1 support technicians, via PeopleSoft or OTIS customer reporting software. I was assigned and specialized in WorkflowXtender, WebXtender, AX Services, ShareScan, Ascent Capture, SQL server and Oracle. Daily routines were to create and modify knowledge base articles for software discrepancies and to verify hot fixes. The daily routines also consisted of verifying customer issues were resolved, by workarounds, hotfixes or an escalation to development via Product Support engineers. Show less