Susan S. Email & Phone Number

Cape Elizabeth, ME, US

Falmouth, ME

Addresses and resolves complex technical support issues. Mentors and leads Technical Support Specialists with resolving complex issues and establishes priority. Performs analysis of XML and SQL code along with data manipulation and correction. Works directly with QA and Developers to resolve complex issues. Coordinates across departments as needed.

Falmouth, Maine

• Manage a team of 9 Product Support Technicians responsible for supporting three software product lines.
• Develop and adhere to processes and procedures to improve service and support delivery.
• Manage and oversee case load and escalated support issues that require priority response to resolve critical client issues.
• Develop relationships with cross-departmental managers to ensure effective and efficient case flow.
• Possess a commitment to professionalism, client satisfaction, and high moral standards.

Falmouth, ME

• Provided 3rd-Tier support of multiple Tyler products.
• Performed and supported upgrades/installations and deployment of software.
• Ensured any server-side issues, implementation, hardware and software issues, and integration with other Tyler products were resolved in a timely and efficient manner.
• Authored and managed documentation and training to 1st Tier Support and clients on supported products.

Portland, Maine Area

• Provided legendary customer support to L.L. Bean customers.
• Quickly learned company’s order and customer database tools.
• Responded to a high volume of telephone inquiries with friendliness and professionalism.
• Utilized multiple on-line tools while responding accurately and efficiently to each customer call.

• Maintained procedure database by coordinating with procedure owners for appropriate review and updates as defined.
• Chaired weekly change meetings, coordinating review, approval and communication of all changes that might have a potential impact to manufacturing and end user community.
• Generated and presented monthly call trend, system performance and project status metrics to upper level managers, support teams and peers.
• Participated on 5S and PDCA teams resulting in standardization and sustainment of processes and procedures both within the Control Center team and manufacturing.
• Used call data reports to identify trends related to systems and production tool performance, communicating results to the support teams for quick resolution.
• Worked with multiple teams to migrate manufacturing systems OS platform. Responsibilities include; coordinating tool host migration, updating support procedures and user account management.

• Provided level one support to the manufacturing line operators which involved resolving basic tool and product related errors and user account maintenance.
• Used call tracking database to log support incidents, identify trends and coordinate necessary resources between manufacturing and second level support on advanced tool problems to identify and resolve the issues.
• Frequently sought out by support teams to help investigate and identify unique system related problems and implementation of problem resolutions.
• Managed high severity issues (SEV1) by quickly identifying and reacting to problems that had the potential to impact product movement and or system availability.

Best job ever!