Software Support Analyst L2
Current- Provide in-depth technical support for Primesuite EHR, Windows 10 & 11 workstations and Server 2012-2019- Collected and monitored incoming data from sources such as AWS CloudWatch, Kibana, and third-party vendors.- Reduced response time for Tier 2 support tickets- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.- Resolved issues with systems, hardware, and VPNs quickly and accurately.- Undertook technical maintenance of SQL Database systems.- Used Salesforce ticketing systems to manage and process support actions and requests.- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.- Collaborated with supervisors to escalate and address customer inquiries or technical issues.- Translated complex technical issues into digestible language for non-technical users.