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Software Support Resume Samples
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0-5 years of experience
Part of a team of 32 staff providing design implementation, testing (IST, UAT), and technical support to a key government client-FEMA. Develop training materials and provide end-user training and internal onboarding for new hires. Participate in all phases of system upgrades to develop comprehensive understanding of implementation life-cycle. Create and execute test scripts and develop test scenarios to increase understanding of new upgrade solutions.
- Apply agile methodology to implementations and remediation with development teams to identify solutions and monitor tasks.
- Created and executed manual software test plans, cases and scripts, and identified and documented software problems and causes.
- Serve as area lead and go-to-person for all activities regarding Master Data which include training, onboarding, and creating design specifications.
- Selected as primary author for all training manuals and materials dealing with Master Data roll information, this includes manuals for students, instructors, activity sheets, and assessments.
0-5 years of experience
Technical support and analysis to identify, investigate, and resolve technical issues via chat, email, telephone, and web.
- Initiated and track support cases in a high call volume environment.
- Created and edit technical writing articles for the Knowledgebase Management Systems of new and updated problem-solving methods and information.
- Tested, and configured educational applications on Windows, Mac, and iOS environment.
0-5 years of experience
- Opened, tracked and resolved incident response and service requests, ensuring problem ownership, promoting end user satisfaction
- Provided technical expertise, system knowledge, and applicable code updates to support production & test efforts as it relates to customer issues and concerns
- Troubleshoot and developed technical solutions related to software and configuration for the company platform
- Build / configured, test, and performed implementation of hardware, peripheral equipment and related software
- Created workaround procedures when standard procedures have failed and ensured issues are resolved in a timely manner
- Created Proof of Concepts and demonstrated to the customer that their requirements can be met utilizing custom developed solutions and technologies
- Performed application configuration and setup across multiple areas of the ERP system and other related applications
- Developed and updated important documentation including business process flows, requirements documents, functional and technical design documents
0-5 years of experience
- Provided software support for iBase, Analyst Notebook, Counter Fraud Management software to high profile client such as Twitter, The United Nations, TD Bank, US Air Force and more
- Provided content and maintained quarterly newsletter//Point of contact/SME for HIPPA/ Blue Diamond
- Worked with tools such as SQL, Web sphere, Unix, Java, DB2
- Introduced best practices to help increase productivity/Software testing
0-5 years of experience
- Diagnose, troubleshoot, and resolve a wide range of software, hardware, and network issues
- Provided technical support for multiple number of clients nationally
- Resolved 90% of issues with first call resolution
- Monitor, log and track all phases of help desk support tickets
0-5 years of experience
Act as customer’s primary non-scripted software support point of contact. Multi-task numerous systems and applications to analyze and resolve user or software errors.
- Work with a variety of communication mediums, including chat, email, and telephone support. Remote support sessions and device buildout experience.
- Identify trends and author educational articles to aid customer resolution of current and trending issues.
- Contribute to at least one meeting per day to discuss current and future changes in the functionality of the software by addressing any trending bugs or Team Foundation Server issues. Independent learning for semi-annual software update releases.
- Trained in multi-state regulations and protocols to ensure legal compliance with out of state customers.
0-5 years of experience
Streamlined Defect Process between the Support and Quality and Assurance Team
- Restructured Escalation Process for the Support Team
- Implemented Goals within the Support Department
- Managed Customer Relationship Management clean-up project
- Managed various projects simultaneously assuring timely outcome and best possible results
- Escalation of software issues to Quality and Assurance
- Recommended innovations to process that were implemented into workflow for overall team
0-5 years of experience
- Managed customer inquiries from multiple sources (email, phone) to deliver outstanding customer support.
- Researched data source to determine the procedures needed to resolve customer issues.
- Documented issues and questions encountered during customer software testing or production usage in the applicable repository, such as CST or CRM, including the desired changes to the software to meet the business need
- Coordinated with the Development team to manage the timing, customer communication and delivery of software fixes or enhancements to meet customer needs
- Escalated issues where more attention and resource on a particular issue is needed
- Test and analyze software enhancements to make sure that it meets the customers needs.
0-5 years of experience
- Deliver unparalleled support and technical assistance via phone, live chat, and email; often juggling up to 4 live chats and 1 phone call simultaneously.
- Identify, test, and escalate website issues as necessary.
- Exceed department goals and expectations, including answering incoming chats within 10 seconds and phone calls within 2 rings while maintaining a ticket rating average of at least 9.7 out of 10.
- Serve as the first point of contact for all escalations and complex questions from Software Support Technicians as well as provide coaching to new hires while facilitating the post-training transition.
- Actively participate in bi-weekly department leadership meetings to develop action items and discuss policy/procedural changes.
0-5 years of experience
- Support assigned territory, customers and Account Executives by quoting, ordering and managing Software Licensing needs of clients.
- Build relationships with [company name] partners, teammates and clients through direct communication, continuous education and identifying the needs for individual clients while creating solutions.
- Joined Corporate Central 1 team in support of inside sales AE’s wherein have taken ownership of client renewals, creating quotes, processing orders and assisting team with research needs and workload.
- Encourage and support the [company name] philosophy and work ethic for Hunger, Heart and Harmony as displayed in daily attitude, performance and eagerness to take on new challenges.
0-5 years of experience
- Assist customers in preparing W2s, 941s, Workers’ Compensation, and Unemployment reporting
- Assess customer needs and identify best practices to promote efficiency and consistency within their organization.
- Reconcile accounting software data to ensure integrity, accuracy and overall customer confidence.
- Provided solutions to BS&A customers to ensure their compliance with governmental accounting principles.
- Diagnose and troubleshoot problems by actively engaging with clients.
0-5 years of experience
- Monitored website, application, and integration performance to ensure client’s solutions were functioning correctly, communicated with clients directly via email, and managed their expectations and resolved them in a timely manner.
- Ensured SLA’s were met on open tickets by following up with internal employees, identified and documented issues via testing, expedited tickets to the proper resource, and created spreadsheets of ticket data for ticket follow up.
- Performed new client environment setups; created new destinations, incoming and outgoing destination pipes, XREF messages, and vendor portal access, and set up and configured project settings for various clients.
- Ran DB queries on the SQL server, ran EASIF version check URL to ensure that payment was captured on orders, cleared cache and managed scheduled tasks in Railo, and used Tortoise SVN to look up deployables and new revisions of code.
- Provided user support for EDGE supply chain proprietary software, examined and troubleshot stuck orders in Edge and failed order messages using the Open Tools log, converted messages to XML format, and located import files on servers.
- Created new access types, bill codes, merchants, and providers in Edge, created and deactivated internal and external user access in Viewpoint and in production and QA environments, and resolved internal employee requests.
- Investigated documented unexpected behavior, captured screen shots, and tested in QA, pre-production, and in live environments, created/assigned tickets for integration and Mule Command issues and for bugs or defects in Edge.
- Re-imported, updated, completed, and cancelled orders and exceptions, searched for orders in Warehouse mgmt. system, added and removed SKU’s and assigned them to providers, troubleshot and transmitted ASN’s to warehouse, updated order shipped to tracking data, processed returns and refunds, set up communication events, and compiled reports.
0-5 years of experience
- Provide remote support to NCR clients using Aloha point of sale software
- Accurately record the pertinent details of client reported problems as required in the case management process.
- Provided software and hardware support in a Windows environment
0-5 years of experience
- Manage weekly medical billing for five NJ Partial Care Organizations utilizing Microsoft Access
- Manage installation, training, and support for 30 NJ Partial Care Organizations utilizing the Breakthrough Software System (developed in Microsoft Access)
- Create and update course training documentation utilizing Microsoft PowerPoint
- Answer incoming calls (avg.30/day) resolving issues with customers or referring to the appropriate individual
6-10 years of experience
- Oversee the help desk operations for Platinum client and four internal employees.
- Provide training to new and existing database users both internal and external.
- Provide superior software support to global clients in a call center environment.
- Solve complex issues within a set amount of time by using resources provided.
- Consistently exceed goals set by management regarding call volume and case resolution.
- Assist in testing, projects and upgrades.
0-5 years of experience
- Work from a standard protocol, utilizing a documented process to respond to customer issues
- Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
- Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
- Collaborate across teams to resolve issues and help reproduce issues in lab environment
0-5 years of experience
- Records and tracks customer problems and resolutions using the iSupport ticketing software
- Works with a variety of departments (Development, Product Management, Training, and so on) to identify and solve software-related problems
- Supports over a twenty software applications and is the acting support team lead for multiple products
- Creates and manages software defect records using TestTrack software
- Provides PC / Network / Hardware support for customers
0-5 years of experience
- Educate users on how to specifically implement software for their facility.
- Utilize critical thinking to troubleshoot issues and generate solutions.
- Quickly learned ERM software to assist users in managing their patient therapy services.
0-5 years of experience
- Diagnose and resolve complex technical and product functionality issues related to the Command Series suite
- Test and replicate problems to determine the cause of the problem, and document any software deficiencies in case notes to provide to the development department.
- Document all incoming issues and research in Clarify (Dovetail).
- Manage customer expectations in regards to issue resolutions
- Work with customer and internal staff on performing and supporting customer upgrades
- Ensure customer records are accurate in company databases
- Maintain relationships and open lines of communication with colleagues
6-10 years of experience
- Analyze customer issues regarding database performance, SQL tuning, RMAN backups/restorations, and Oracle database administration to create effective troubleshooting and debugging strategies.
- Leverage prior experience and expertise in OLTP, data warehousing, RAC, and HA environments during the completion of daily troubleshooting operations.
- Identified areas of improvement in customer and team member understanding of database systems for the distribution of comprehensive Oracle support portal documents.
0-5 years of experience
Support the operation, maintenance, optimization and repair of any [company name] product.
- Enter prompt, accurate, and detailed information regarding all client and solutions call-tracking database.
- Responsible for recreating any client issue that needs further research.
- Responsible for building and maintaining a viable test environment.
- Follow up on outstanding client issues.
- Write procedural documentation for clients.
- Responsible for carrying out the after-hours phone in rotation with the rest of the Software Support team.
- Assist with other projects such as custom work, data conversions, and system upgrades as needed.
- Enable client events for sale on the Internet.
- Responsible for preparing and monitoring Internet on-sales.
- Work as a team with all members of the software support group.
0-5 years of experience
- Respond to inbound calls from Dentists, Hygienists and onsite tech support for installation, configuration and troubleshooting of Dexis proprietary software and hardware.
- Provide remote assistance vis Bomgar
- Configure UNC and Mapped Drive for database access.
- Navigate and configure software and database files to ensure full access for software and hardware imaging.
- Troubleshoot and configure Device Manager for hardware and driver configuration on Windows 7 and Windows 10 Operating Systems.
- Dexis software support versions 9.0
- Dexis hardware support for the Platinum Sensor, Dexcam2, Dexcam3 and CariVu devices.
- Install, configure and troubleshoot Dexis Integrator for for Dentrix, EagleSoft, EasyDental and PracticeWorks Practice Management Programs.
- Install & Configure Dexis modules for 3rd party hardware.
- Incorporate 3rd party hardware TWAIN drivers or USB drivers into the Dexis software for Panoramic, Intraoral camera & Sensor hardware.
0-5 years of experience
- Training new and existing Clients on the AurionPro/[company name] freight integration in the test and live environment
- Sole provider of Help Desk Support for AurionPro Freight customers
- Creating the training materials such as test scenarios and user manuals
- Working with Software Analysts and Programmers to resolve software user issues
0-5 years of experience
- Handling sales requests via phone, email and tickets.
- Debugg initial steps to indentify the root cause.
- Create escalations for major issues and work with product to prioritize them.
- Work with developers to help them understand the business requirements.
0-5 years of experience
- Test, reproduce, and document any software defects inside the TrackIt website and TrackitWare integration module (SQL & Oracle databases both in and out of Citrix environments)
- Interview potentials candidates in software support/helpdesk roles to test and gauge technical knowledge
- Create Technical Documentation for product/software knowledge to be circulated both internally and externally; conduct weekly Support Meetings for training/product troubleshooting evaluations
- Travel to customer sites (as needed) to determine software defect and problematic trends during implementation phase of OBC and MDT gps tracking hardware
- Apply critical thinking and troubleshooting skills to efficiently identify root cause of software/hardware related issues across company Android & WindowsCE MDT TrackIt application platforms
- Document issues and resolutions in NetSuite and JIRA ticketing systems
- Configure Engine Diagnostics and SPN Source code setup to pull engine data from vehicles fleet-wide
- Assist customers with Electronic Driver (DOT) Logs and Driver Vehicle Inspection Reporting (DVIR) helping create a safer more efficient work environment complaint with ELD mandates
- Provide 24/7 On-Call Emergency Support for escalations and system outages
0-5 years of experience
Account Manager for an assigned client base
- Maintain SLA’s
- Troubleshoot Time & Labor application issues
- Configure new and existing changes
- Answer Time & labor related questions
- Provide product assistance throughout the software
- Create Knowledge base articles for product knowledge
- Administer and run SQL scripts on customers servers
0-5 years of experience
- Answer in-bound calls regarding accounting and software issues
- Developed and maintain training program for new employees
- Train new employees
- Create training videos for different processes within the software.
0-5 years of experience
- Providing Clinical Documentation support to the Nurse staff.
- Trained Nurses on the proper use of administering medications in the MAR.
- Utilized as a Float personnel between hospital floors to aid in the support of the Epic software.
- Provided answers to questions and assisted users through Care Plan and Assessment Goals.
- Assisted Nurses with Admissions, Discharges, and Transfers in the system.
- Provided Unit Secretaries with ADT support in Unit Manager.
- Trained PCA’s on adding FlowSheets and using customization tools.
- Provided assistance to Physicians with Computerized Order entry.
- Communicated SmartPhrase tips to physicians while rounding on floors.
- Communicated Help Desk Tickets to the Command Center for resolution.
0-5 years of experience
- SQL Database administration
- Software Installation
- Customer training and Support
- Software regression testing and version control
- Work order management
- Composing Software Support documentation
0-5 years of experience
- Create, maintain and deliver monthly / quarterly / annual reports
- SalesForce CRM Administrator and report writer
- Utilize software and organizational skills to reduce time spent on repetitive tasks
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Software Support
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
