Suzana Müller's Location
Hardy, Virginia, United States, United States
Suzana Müller's Contact Details
Suzana Müller work email
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Suzana Müller personal email
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About Suzana Müller
I have over three years of hands-on experience in technical support and software analysis, I've honed a keen ability to resolve complex software issues, striving for quick and seamless resolution. My mission is to elevate the customer experience through attention to their issues, diligent follow-up with all stakeholders, and quick and efficient problem-solving.I have experience in ERP installation, data integration, and data quality. Some of my previous roles were Software Analyst, Technical Support Engineer, Project Manager, and Research Assistant. I also have experience in technical writing, public speaking, and team building. During the past semester, I have been focusing on updating my skills to perform in roles such as Data Analyst, Business Analyst, and Business Data Analyst in the areas of information technology, education technology, health insurance, economics, or science.My formal education includes an MBA Degree in Marketing and Global Business and, a Master's degree in Forest Economics. I also hold certificates in Internet Programming and, SQL & Tableau for data analysis. I am proficient in SQL, HTML, CSS, and public speaking. Currently, I am pursuing certifications in Data Analysis, Agile, and Python.My hobbies are following up on the economy and the news. I am also working on becoming a more proficient cello musician.I am eager to be a valuable asset to your organization.
Suzana Müller Work Experience Details
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Business AnalystMetis Aug 2024 - PresentRoanoke, Virginia, Us -
ConsultantSml Computer And Web Help Apr 2024 - Present
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Software AnalystNorthwinds Technology Solutions Nov 2022 - Dec 2023Stevens Point, Wi, Us- software support contact for business groups to troubleshoot and resolve technical issues in the IBMi system.- worked under clearly defined guidelines and requirements.- assisted the business with its processes and issues.- pass on problem findings to the team's senior analysts when software defects are found while troubleshooting production issues. - queryed database to run reports/troubleshoot issues with support from higher levels.- updated tickets within the ServiceNow system.- used existing procedures to solve routine and less complex problems.- interfaced with business users and senior team members to understand system issues or errors to create expected resolution before implementation.- created solutions to system errors in test environments and tested solutions before production- revised and created documentation related to resolving software defects in the systems used.- set up customers to send and receive EDI messages (mostly 834) in Extol. -
Advanced Support EngineerPowerschool Group Llc Mar 2021 - Sep 2022Folsom, Ca, Us- Worked in a fast-paced environment receiving multiple tier-1 escalation tickets.- Provided best-in-class support service for web-based systems hosted in the PowerSchool cloud, in private servers, or in their own private cloud. - Engaged customers over the phone, remote Zoom or Bomgar sessions to resolve software configuration and system functionality on a daily basis. - Troubleshoot system integration and data import/export issues using a proprietary SQL connection tool and data reports. Modified queries using an API data dictionary.- Conducted weekly meetings with product owners to resolve or escalate software-reported issues. Maintained separate meetings to address regional customer groups’ critical issues.- Called meetings with SME developers to discuss and resolve more urgent issues and involved multi-departmental upper management when needed.- Actively took part in customer and peer education during best practices & new functionality presentations. Frequent presenter in troubleshooting workshops for my ability to deliver relaxed presentations and communicate clearly to non-technical users. - Wrote knowledge base articles with detailed instructions for new system users. Answered questions from customers in the PowerSchool Community and from Community moderators on our special education Slack support channel. -
Technical Support EngineerPowerschool Group Llc Nov 2019 - Feb 2021Folsom, Ca, Us- Worked in a fast-paced environment receiving multiple phone calls per day.- Provided best-in-class support service for the system’s customers via phone and web tickets. - Improved my product knowledge to maximize the number of first-call solutions via phone and email.- Escalated complex issues to tier 2 with appropriate troubleshooting notes following the company’s protocol.
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L’Oreal Technical LeadNewbold Corporation Sep 2019 - Nov 2019Greenville, South Carolina, Us- Hired and trained new members for the Help Desk levels I and II.- Member of Lead team redefining Help Desk representative roles. Revised existing training material and created new documentation to include new equipment models.- Resolved escalated issues from representatives or, collected information for escalated issues requiring input or resolution from the store’s IT leadership. Filled in any Help Desk role when needed. -
Project CoordinatorNewbold Corporation Oct 2017 - Sep 2019Greenville, South Carolina, Us- Interfaced with customers’ IT management staff and SMEs in project kick-off and provided scheduled updates. Supplied information for contract billing. Created project progress status worksheets.- Created SOWs, contracted, scheduled, and approved third-party technicians for the projects. Worked with techs onsite to walk them through project installations or troubleshooting. Verified job completion and managed spending limits. Analyzed project and call center data using pivot tables and reports for management.
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Service Desk RepresentativeNewbold Corporation Sep 2014 - Oct 2017Greenville, South Carolina, Us- Performed retail help desk support for POS/PC systems and peripherals used in a retail environment. - Interfaced with third-party services to fix internet, network, phone, traffic counter, and music box issues.- Supported and troubleshot network connections and Cisco Meraki Portals in 700 L’Oréal stores in the US, Canada, and Mexico. Provided support in Spanish and French (occasionally). - Used Bomgar and TeamViewer to remotely repair, educate and eventually find alternative solutions to problems reported to the help desk. Used Autotask and Remedy ticketing systems.- Created documentation for escalation and procedures for the different client SLAs. Assisted with training and onboarding of new team members.
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Certified Tech - Part TimeStaples Dec 2011 - Sep 2017Framingham, Ma, Us๐ Since September 2014: Primarily on-site installations of PCs, printers, small networks๐ Certified Windows 8 trainer, Certified Staples Technician, perform computer troubleshooting & repairs, data transfers, virus removal, new system setup, software installation, and onsite installations of PCs, small networks, and peripherals. -
ConsultantHcl-Axon Jun 2010 - May 2011Team Member implementing SAP at Norfolk Southern, Ronaoke, VA.
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Process Integration - Synergy ProjectNorfolk Southern Jun 2010 - May 2011Atlanta, Georgia, UsMS ACCESS DATABASE DEVELOPER, Synergy Project – OCM, Norfolk Southern Corp. (March to May 2011)- Created MS Access database for training and security of 32K employees in 200 roles and 400 courses.- Extracted data from Excel sources using VBA for data manipulation and clean-up pre-dataload.- Created SQL queries for initial and recurrent data loads, deletions, and updates. - Designed reports, forms, and dashboards with optional data export to Excel (pivot tables). SAP PROCESS INTEGRATION (PI) Developer, Synergy Project – Interfaces NS Corp . (June 2010 to Feb 2011)- Designed and developed bank communication interfaces that exchange XML messages between legacy systems and SAP through file, HTLM, and proxy adapters. - Responsible for setting working FTP and SFTP connectivity between NS interfaces and the banks.- Implemented PGP encryption or decryption of these messages as per specification.- Created or utilized the project’s user-defined java functions in data mapping when required.- Lead troubleshooting of PI’s and network issues along with customers’ and banks’ networking experts.- Mentored NS PI team helping them to develop their interfaces and troubleshoot their connectivity issues. -
Co-Op Pmo SapNorfolk Southern Feb 2010 - May 2010Atlanta, Georgia, Us- Assisted in the Blueprint phase updating information and documentation for the Interfaces group.- Created Pivot tables and charts (burn-down charts) to illustrate project progress for the PMO group.
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Marketing And Programs Development AssociateEating For A Lifetime Jan 2006 - Dec 2010๐ Assisted Business Development Manager in the production of Marketing presentations and Business reports for the Business Development Manager.๐ Created SQL queries for existing data cubes and redesigned departmental monthly reports in MS Access to meet requests for improved report layout and information relevance.
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Technical Support And Inside SalesSolfsolutions Sep 2009 - Dec 2009- Installed and configured SQL Server 2005 in work consoles (XP boxes) with a test database or a clone from one of the customers’ live databases.- Created windows shell scripts for installation and set up security for the users’ groups.- Configured IIS to serve web pages pulling information from real-time print press operation and database.- Received training in troubleshooting stored procedures on live databases as part of Tech Support training.- Managed the Microsoft Partnership Program to meet the requirements and receive Microsoft certification.
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Student WorkerVirginia Western Community College Jul 2009 - Oct 2009Roanoke, Va, UsAssisted the Information Technology Specialist in Help Desk and Departments’ tasks of computer lab setup and equipment inventory as needed. -
Co-Op Information TechnologyNorfolk Southern Sep 2008 - May 2009Atlanta, Georgia, Us- Coordinated revision of the Business Recovery Plan (BRP) documentation for the Applications Group.- Organized documentation for printed and online media, with a web interface on SharePoint.- Merged information to create a single database of information relevant to the BRP. Created an Excel VBA application to provide data entry forms and print reports from SQL queries.- Loaded and maintained the Roanoke IT Applications BRP SharePoint site. Set up the NS Co-Op SharePoint site.- Assisted Traffic Team by editing traffic statistics records in the Zeke scheduler in NS’ IBM mainframe.- Assisted the Applications Team in converting financial reports from Nomad to Easytrieve Plus (JCL) in the IBM mainframe.
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Co-Op MarketingNorfolk Southern Jan 2008 - May 2008Atlanta, Georgia, Us- Assisted Business Development Manager in the production of Marketing presentations and Business reports for the Business Development Manager. - Created SQL queries for existing data cubes and redesigned departmental monthly reports in MS Access to meet requests for improved report layout and information relevance.
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Project CoordinatorStructures Design/Build Nov 2004 - Dec 2005- Developed Excel workbooks and MS Access databases to help manage client & job information, process change orders, and allowance accounts and report job closing activity. Redesigned MS Excel and MS Word form to generate meeting agenda.- Developed work procedures for job start, contracting, permitting, processing change orders, selections, billing, processing payments, collections, and job closings.- Provided support with PC maintenance for immediate office needs.
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Project ManagerIii Innovative - Ex Vtls Inc. May 2000 - Aug 2003- Managed 97 installation and configuration of enterprise server/client level software application projects ($1.2 million) for library automation (audio, data, and image/video) systems worldwide.- Taskforce team member in the revision and implementation of the Project Management Guidelines to reduce project implementation time from 180 to 55 days. Participated in RFP and needs requirements assessment. Managed projects from the bid stage up to system hand-off to Customer Support. - Took ownership of the implementation project, created the Project implementation Plan, and managed all communication to and from the customers on every aspect of the implementation, migration, and training, or unprecedented issues while keeping the project timeline.- Coordinated acquisition and testing of hardware, network, internet connectivity, third-party software (i.e. Oracle), customization, and data migrations (i.e. SAP/PeopleSoft) as per implementation plan.- Documented customer requirements for customization design and data migrations as per the company’s project management procedures. Coordinated testing of all software prior to delivery.- Managed subcontractors, team members, and trainers required for completion of activities in the implementation
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Agent Relations CoordinatorIii Innovative - Ex Vtls Inc. Apr 1999 - May 2000- Developed a system to qualify international distributors for VTLS Inc and coordinated global distributor recruiting.- Procured international distributors, prepared contracts, and shared contract enforcement responsibilities with the Finance Department. Compiled distributor sales revenue reports. Assisted with the collection of receivables. - Coordinated the distribution of marketing information, software products, remote software demonstrations, and client and web portal translations of new software. - Organized the February 2000 distributor training. Presented three training sessions concerning contracts, software interface translation, and distributor support.
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Research Assistant-Dept Of Forest-Industry-Market StudiesSwedish University Of Agricultural Sciences Feb 1987 - May 1990Uppsala, Uppland, SeThe Dept of Forest-Industry-Market Studies (Skogs-Industri-Marknad Studier, SIMS) is nowadays know as Dept for Forest Management and Products (Inst. för Skogshushållning)Collaborated in group research projects, co-author and author of 3 publications and 1 poster for international conference on the application of artificial intelligence based software for retrieval of research literature references.
Suzana Müller Skills
Software Documentation
Customer Service
Research
Project Management
Microsoft Office
Sap
Leadership
Databases
Team Building
Management
Integration
Training
Microsoft Excel
Consulting
Marketing
Public Speaking
Suzana Müller Education Details
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Virginia Tech - Pamplin College Of BusinessMarketing And Global Business -
Virginia Western Community CollegeInternet Programming And E-Commerce
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University Of Wisconsin-MadisonForest Economics
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Kth Royal Institute Of TechnologyWood Engineering
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Slu - Swedish University Of Agricultural SciencesForest Products Marketing
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Escola Superior De Agricultura Luiz De Queiroz - Esalq/UspForestry
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Cornell UniversityCertificate: Data Science With Sql And Tableau
Frequently Asked Questions about Suzana Müller
What company does Suzana Müller work for?
Suzana Müller works for Metis
What is Suzana Müller's role at the current company?
Suzana Müller's current role is Business Analyst.
What is Suzana Müller's email address?
Suzana Müller's email address is su****@****ool.com
What schools did Suzana Müller attend?
Suzana Müller attended Virginia Tech - Pamplin College Of Business, Virginia Western Community College, University Of Wisconsin-Madison, Kth Royal Institute Of Technology, Slu - Swedish University Of Agricultural Sciences, Escola Superior De Agricultura Luiz De Queiroz - Esalq/usp, Cornell University.
What are some of Suzana Müller's interests?
Suzana Müller has interest in Development Economics, Guitar, Brazilian Music, Wood Science, International Trade, Greyhound Rescue, Gourmet Cooking, Piano, Percussion Instruments.
What skills is Suzana Müller known for?
Suzana Müller has skills like Software Documentation, Customer Service, Research, Project Management, Microsoft Office, Sap, Leadership, Databases, Team Building, Management, Integration, Training.
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