Rita Ingram Email & Phone Number

Tier 2 Application Support 9-2022Provided technical support to clients for the Tranzactor application. Executed Complex SQL queries to retrieve data used for trouble shooting issue in real time. Created Jira tickets to track program bugs. Worked with Development staff to resolve issue. Created Client Access Database to provide the support team with client.

Tacoma, Washington, United States

Worked with end users of TMW TruckMate, TMW AMS, Transflo Synergize to resolve end user issue. Developed complex SQL queries to provided requested data and resolve technical issues. Wrote and fomratted Crystal Reports. Automated manual data analysis task in Excel. Created and scheduled Visual Cron Jobs and Tasks to automate reporting and error alerting. 5.

Seattle Wa

Worked with global team to support external customer using web based E-discovery software. Handled both Tier 2 and Tier 3 support tickets. Worked to resolved issues with User Interface, Data integrity, performance and training. Submitted Bug reports to development. Created custom report to identify tickets that had been addressed by development in recent.

Onak, Washington

Customized specialized billing software, Designed and developed Crystal Reports. Designed and implemented the Access Data base and processes to extract information from proprietary Database into a searchable Access database including scheduled PowerShell scripts to keep the Access database current. Wrote Excel Macros to automate handling of credit card.

• Steered tier-2 application support for internal customers. Facilitated application release process, addressed trouble reports, fixed data issues in Sybase/Oracle databases, and maintained application profile for.
• Contributed to developing disaster recovery solution for major application.
• Worked closely with development team and end-users to determine and verify requirements for transition of applications into production environment.
• Completed relocation of four servers with zero impact on application availability.
• Assumed control of primary support for telephone provisioning software in less than three months, exceeding expectation by four months and allowing prior employee to transition into new assignment.
• Decreased open trouble tickets 60% for telephone provisioning software within two months and cut time to repair for internal customer problems. AT&T | CONTINUED

• Provided support and troubleshooting for volume of 20 customers per week. Logged incidents, maintained Access database, and contributed to system testing activities.
• Developed and managed database for performance testing to track incidents and generate timely, accurate reports in order to support developers in defect resolution.
• Delivered savings of $8K+ by coordinating technical training sessions for six employees.
• Decreased open incidents 90% by maintaining support database and clearing unresolved incidents.
• Created processes for hot-staging equipment; forecasted reduction of 75% for on-site installation time.

Cortland, NY

• Designed user interface via Visual Basic and SQR to produce financial reports and mainframe posting files for major telephone bill processing center. Delivered support to client base.
• Redefined data flow to eliminate root cause of printing issue, decreasing labor 75% and enabling 99% same-day deposit of receipts.
• Lowered balancing errors 25% by developing new feature for specialized report printing.

Cortland, NY

• Handled requirements gathering for customer systems, created customized user interface and customer features, and completed on-site hardware and software installation. Wrote specifications and customer user manuals as.
• Created data and work flow model for major utility payment processor, completing the first successful installation of image-based item processing system on schedule.
• Cut customer training time 20% by writing and introducing screenshots into customer user manuals.