Software Support Resume Samples

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L Dietrich

Laverne

Dietrich

67997 Mitchell Ferry

Boston

+1 (555) 645 1547

67997 Mitchell Ferry

Boston

Phone

p +1 (555) 645 1547

Experience Experience

Philadelphia, PA

Software Support

Philadelphia, PA

Fahey-Rippin

Philadelphia, PA

Software Support

Work closely with development, product management and QA to ensure unity in product development, deployment and support
Manage support teams including assigning tasks, providing guidance and performing reviews
Knowledge of software development tools and IDEs like SQL developer, XML Spy etc
Manage customer support and problem resolution for one or more applications by monitoring and maintaining case workflows while maintaining client satisfaction
You will be involved in product improvement program, consulting to customer & monitoring of performance metrics
An interest in learning and keeping up to date in SQL server, mobile communications software, web application developments and cloud computing
Provide IT Infrastructure support both in-house and at customer sites

Los Angeles, CA

Software Support Consultant

Los Angeles, CA

Pacocha and Sons

Los Angeles, CA

Software Support Consultant

Customer escalation management with some assistance (Incidents identified as escalated by SOFTWARE SUPPORT Manager)
Work with product developers to assess and create product alterations and contribute to long term solutions
Work with customers to add new or custom features to software products. Perform life cycle maintenance
Evaluates, prioritizes and answers software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality
Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
Provide subject matter expertise throughout the development life cycle (design, coding, testing, implementation and customer acceptance)
Performs diagnostics to isolate and determine cause of software performance problems and malfunctions

present

Detroit, MI

Software Support Manager

Detroit, MI

Hermiston, Kuvalis and Ullrich

present

Detroit, MI

Software Support Manager

present

Own workforce and resource planning and scheduling. Provide training, mentoring and career development to the software support team
May build industry relations communicating technologies and operational concerns through industry networking
Assist with Annual Budgeting as well as forecasting processes for IT
Staff management of resources directly assigned as your responsibility for performance, reviews and general well being
Reports new or recurring problems to product management and/or product development departments
High aptitude in problem solving and customer service excellence
From a release control perspective ensuring the operational integrity of systems is maintained

Education Education

Bachelor’s Degree in Computer Science

Johnson & Wales University

Bachelor’s Degree in Computer Science

Skills Skills

Broad knowledge of loan origination products and related services; in-depth knowledge of products and services for which team(s) provide support
Highly organized and able to multi-task under time constraints
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Knowledge of basic IT technologies (i.e. databases, operating systems, network devices, software development and architecture)
Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Demonstrated ability to “thought” lead and implement change
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Knowledge of products and services for which team(s) provide support
Proven ability to manage the entire spectrum of help desk support operations within an unstructured environment

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Associate TN Software Support General Resume Examples & Samples

Professional fluency in written and spoken Spanish and English - proficient level required
Italian,Portuguese, French, German, Greek and Swedish professional fluency will receive special consideration
Proficient in using computer software products and working knowledge of Internet usage
Excellent written skills, particularly email to respond and resolve customer problems
Ability to analyze problems, identify key problems and make decisions to solve problems
Software or Networking skills will be a plus
Call center and / or telemarketing Customer Service experience will be valued
Experience with travel distribution/reservation systems including understanding the procedures related to the reservation, ticketing and fulfillment of travel bookings will be specially considered
Experience working at a travel agency and/or airline reservation or other travel industry provider will be specially considered
GDS knowledge (Sabre, Gallileo, Amadeus) will be valued
Travel industry knowledge will be considered a plus

Software Support Professional Platform Computing Resume Examples & Samples

Provide world class customer services to large enterprise users
Investigate and resolve support issues that require thorough product knowledge and usage independently and productively
Able to handle critical customer issues and hot-line support issues independently
Coordinate within the team and across other teams (Developments, Product Management, Sales) for critical customer support issues or escalations independently
Develop KnowledgeBase, procedures and support tools to improve services efficiency
Assist junior engineers with their issue handling
Software experience in Support or Product Development
System-level usage experience on Unix/Linux/Windows
Communication and inter-personal skills
Experience in problem troubleshooting, analysis and resolution
Demonstrated productivity and quality results at customer issue handling
Knowledge with HPC is a plus
At least 2 years experience in software products and IT environments to provide technical help
At least 2 years experience in customer service to large enterprise users

Logistics Software Support Assistant Resume Examples & Samples

Software Testing & Troubleshooting
General Help Desk Support & Assistance
Ticket Maintenance
User Setup and Maintenance
Experience in the fields of logistics, shipping, and freight forwarding
Working knowledge of fundamental operations of dynamic software, hardware and other equipment, such as Word, Excel, FileMaker, reporting tools such as Crystal Reports, iReports,
Knowledge of relevant call tracking applications
Knowledge and experience of customer service practices
Related experience and training
Curiosity and excitement about technology and being part of a team developing a new product

Software Support Representative Resume Examples & Samples

Applying problem solving techniques
Responding to client queries, providing timely resolutions to client issues
Performing problem management and end-to-end problem ownership
Employing IBM's standard support delivery methodologies and tools
English fluent (both written and verbal), with neutral accent and good language comprehension
College degree in relevant field (i.e. computer science, engineering, etc..)
Willingness to work in swing/night shifts (US primeshift)
Knowledge of a UNIX operating system is highly desired
AIX experience / certification(s)
Customer facing experience
Technical Support experience by phone and email / Remote Delivery experience
AIX / UNIX product related skills: Basic installation and configuration

Software Support Representative Resume Examples & Samples

Providing initial remote technical software support for PureFlex issues such as FSM, storage, networking, and chassis
Interacting with the client and IBM functions consistently until problem resolution
Analyzing problems/situations and understanding the impact on a client’s business operations
Applying proven problem solving techniques
Responding to client queries and providing timely resolutions to client issues
Consistently delivering high client satisfaction on all problems resolved by the Specialist
Maintaining positive client relationships even under stressful and difficult conditions
Logging all related activities for each client query and handling client data securely
Consistently executing IBM's standard support delivery methodologies and tools, for both US and world-wide clients
Participating in the team’s scheduled Offshift (callout) rotation

Financial Planning Software Support Resume Examples & Samples

Conduct in-depth training sessions via telephone, online and onsite
Use software to remote control end user computers to resolve problems
Provide detailed documentation in the call tracking system
Stay abreast of, and comply with, company and department policies and procedures
Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development area
Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems
Maintain and assist users with company websites
Represent department and supported products at company meetings, events, and conferences, when needed
Securities products including equities, fixed income, annuities, and options
Types of investment accounts including retail, retirement, wrap, DVP, and managed
Portfolio Management applications
Contact Management applications
Proprietary broker and financial planning applications
Concepts, practices and procedures in supporting computer hardware and software; peripheral equipment and diagnostic methods, techniques and procedures
Spy ware removal applications to eradicate spy ware and malware
Software installation and removal
Networking, mainframes, standard operating systems (including resources and services), and personal computer applications
Network architecture, back office systems and proprietary software
Operating personal computers, peripheral equipment, and telecommunication devices
Using software to remote control end user computers
Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems
Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting
Work well and support others in a team approach to problem solving as well as work independently when required
Communicate effectively, both orally and in writing, with all organizational levels
Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions
Pay close attention to detail, sufficient to complete tasks accurately and efficiently

Apple Software Support Casper Resume Examples & Samples

Casper Software Deployment and Imaging experience
Full knowledge of Mac OS X and prior
Process Documentation
Ability to prioritize multiple tasks in a fast pace environment

Software Support Tech Specialist Resume Examples & Samples

Hardware knowledge
Basic Mobile Device knowledge
Basic Database knowledge
Basic knowledge of various browsers (IE, Firefox, Chrome, Safari, etc.)
DI

Software Support Professional Resume Examples & Samples

At least 1 year experience in system software technical support
At least 1 year experience in customer service to enterprise users
At least 1 year experience in Linux/UNIX

Apple Software Support Resume Examples & Samples

Mac OSX / Server
Apple Remote Desktop
Minimum of 3 years experience of Enterprise Apple Support including

Software Support Professional Resume Examples & Samples

At least 2 years experience in enterprise software products and providing technical help
At least 2 years experience in providing customer service to large enterprise users
At least 2 years experience in Linux and/or Windows
At least 1 year experience in software development experience

Software Support Representative With Portuguese Resume Examples & Samples

Providing initial remote technical software support for AIX to clients
Interacting with client and IBM AIX labs and development consistently until problem solution
Maintaining highest client satisfaction
Apply crisis management fundamentals for severe situations
Logging all related activities for each customer query and handling client data securely
Some IT experience (2 yrs +), through business or personal interest
C programming and/or scripting experience
Knowledge of IT technology & infrastructure
At least basic installation and configuration
Portuguese: Fluent

Software Support Professional Resume Examples & Samples

At least 1 year experience in enterprise software products and providing technical help
At least 1 year experience in providing customer service to large enterprise users
At least 1 year experience in Linux and/or Windows

Z/os Software Support Representative Level Resume Examples & Samples

Demonstrated software programming experience
ZOS experience
Customer support experience

Software Support Team Lead Resume Examples & Samples

Lead the software support team to provide customer software product support / requests for customer base and ensure that all calls/responses meet Quality standards and KPI's
Support Project managers in the field for all project requirements, including specification development to customer requirements, installs, upgrades & configuration
You will be involved in product improvement program, consulting to customer & monitoring of performance metrics

Technical Software Support Resume Examples & Samples

Good technical skills and knowledge with
ZSeries (OS/390)
ISeries
HPNonStop (Tandem)
IBM Sterling Connect:Direct - (software Supported)
Network skills
UDP
Database (DB2, SQL)
Scripting (Microsoft batch scripts, JCL)
Problem Troubleshooting Skills
API skills
Java debugging skills
Excellent oral and written English communications skills
Excellent organizational skills
Self motivation and a desire for on-going learning
Willingness to take on new challenges
Ability to understand problems from the customer's perspective and the impact on their business

Software Support Resume Examples & Samples

Software support and maintenance of custom written solutions
Remote support for all clients
Software training for new and existing users
Software testing and bug reporting

Software Support Services Leader Cewa Resume Examples & Samples

Gather market information for SW (Software) products, customers pains, other market players (competition and potential partners)
Identify new SW services opportunities; provide technical support for IBM platforms and SW related services. Non IBM SW products support and services ... etc
Manage and support the other TSS sellers for SW services opportunities
Execute alliances and partnerships with other SW vendors and IBM BP's
Good listening skills
Possess leadership qualities and is not afraid to exert pressure to influence others
Consultative selling skills

Manager Software Support Resume Examples & Samples

Provide leadership and direction for the Support team
Review issues for patterns or possible hidden bugs and work on solutions to overcome them
Reporting to the Executive Manager Software Support on client issue numbers and response times as agreed
Manage the issue from point of receipt to the point of closing the call to the satisfaction of the client
Achieve and maintain a high level of client satisfaction with the service provided
Liaise with the Support Programming Team as required, to explain software errors or to recommend changes to program functionality
Previous extensive leadership experience in accounting or financial services industry
Strong ability to work under pressure, demonstrate initiative and prioritize work schedules
High level of problem solving skills and flexible approach to working hours
Exposure to dealing with accountants and financial planners and understanding the issues they face
Knowledge of accounting and superannuation and SMSFs
Exceptional client management skills to impart confidence to clients that issues are under control

Client Service / Software Support Resume Examples & Samples

Basic Windows OS (XP and newer)
Basic Mac OSX (10 and newer)
Basic PC/Mac
Basic MS Office (Excel, Word, PowerPoint, Outlook, Visio, etc.)

Software Support Manager Resume Examples & Samples

Lead a team of talented software support engineers to provide best in class customer service and technical support to internal users of SolarCity applications
Provide end-user support to end users via email, phone, web, and in person. Maintain and administer the internal support ticket system, IVR and issue workflows
Work closely with engineering, product, project, IT, Sales Training / Helpdesk and external customer support teams to drive prompt resolution of issues. Partner with teams to maintain a proper balance of responsibilities between software support and other teams
Establish and achieve SLA targets for issue response time, resolution time, first contact resolution rate, and other key support KPIs
Develop and drive processes both within the support team and cross functionally to streamline the resolution of customer reported issues, improve response times and customer satisfaction and improve the overall quality of the software applications
Prioritize and escalate key issues affecting end-users and drive them to resolution. Manage both internal and external communications for these issues to keep users and leadership up to date and informed on all active and potential problems with the software applications
Develop processes, documentation, tools, and workarounds to remediate issues for end users without the need to engage software engineering or other teams. Proactively identify and resolve issues before they are reported and communicate impact and resolution to end-users
Identify opportunities internally and externally to continuously improve service levels, SLAs, communications and satisfaction rates
Monitor and own all support related metrics including ticket backlog, average time to close, workload distribution, first response time, resolution time and ticket escalations. Provide summary reporting and recommendations on performance to key metrics and potential improvements
Own workforce and resource planning and scheduling. Provide training, mentoring and career development to the software support team
B.S. or higher from a top tier school in a relevant field
5+ years of experience working in a customer service or customer facing role
2+ years in a management role leading a team of 5+ people
Experience with Salesforce.com, SQL Server and multiple software development languages (python, .NET, etc.) is a plus
Comfortable supporting and presenting to C-level and executive audiences
Able to effectively manage highly sensitive situations and escalations
Knowledgeable on project management, process management and process operationalization

Technical / Software Support Representative Resume Examples & Samples

1-2 years of Technical Phone Support or Customer Service experience preferred
Demonstrated technical product support strongly preferred to include; customer facing, phone based, or other documented function
Knowledge of Anatomical pathology, or general laboratory services is strongly desired
Experience with LIS or LIMS systems
Experience with, or exposure to, EPIC, Cerner, Meditech, and CoPath is highly preferred
Demonstrated computer skills required to include Windows environment. ERP (JDEdwards) computer experience strongly preferred
Ability to work in a team environment, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues
Excellent oral and written communication skills, problem solving, listening, and organizational skills are strongly desired
Ability to work independently, troubleshoot, and triage customer concerns
Bachelor’s Degree, or higher education, in related field highly preferred
Demonstrated computer skills required to include Windows environment. ERP computer experience strongly preferred
Critical thinking and logical troubleshooting skills
Ability to facilitate and lead work groups
Ability to track and perform multiple tasks
Strong Organizational and interpersonal skills

Software Support Resume Examples & Samples

Engineering - Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications. Adheres to Amdocs change management processes. Ensures that the solution is maintainable, scalable and supportable. Designs, develops and maintains tools/automations to assist in troubleshooting, debugging and support
Investigation - Investigates, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution. Highlights risks and helps in mitigating the risk from technical aspects
Analysis- Analyzes production issues from business and the application/code perspective and outlines corrective actions. Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
Adept in creating scripts and tools to automate routine tasks
Excellent client facing skills, including ability to manage multi-party discussions involving business managers, users, system engineers and external application developers
Understands business needs, is able to handle pressure and handles conflicts professionally
Open to continuous learning and be a self-starter and dependable

Senior Software Support Consultant Resume Examples & Samples

Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
Solid experience in software related job (support/development)
Excellent technical understanding of the CEN/XFS Specification, and good technical knowledge on at least one platform that implements this specification (ideally APTRA XFS)
Exposure to one or more ATM Consumer Applications (preferably APTRA Advance NDC or APTRA Activate)
Six Sigma certified
.NET/C#/Java
Networking/Communications knowledge
Server technologies

Software Support Developer Resume Examples & Samples

10+ years of experience with engineering, computer science, and test and evaluation
3+ years of experience with developing and maintaining one or more DoDAF v2.0 architecture products
Knowledge of Joint Capability Areas, the Net Ready-Key Performance Parameter, and the Universal Joint Task List
MA or MS degree in Engineering, CS, or Test and Evaluation

Manager, Software Support Resume Examples & Samples

5+ years professional experience in technical support, engineering or operations environment
Must have demonstrated expertise in one or more of these areas
Systems administration (Linux and/or Windows Servers)
Networking (DNS, TCP/IP)
Databases (MySQL, Oracle, MSSQL)
Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
Must have a record of driving projects to improve support-related processes and the technical support experience
At least 4 years direct management experience especially with technical and innovative teams
Demonstrated examples of process improvement execution
Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
A strong analytical approach to problem-solving with a metrics-driven focus on frugality without sacrificing safety or customer satisfaction
The ability to demonstrably overcome adversity; lead others to success and drive change to influence others in order to achieve results
Demonstrated ability to successfully develop others into higher levels of leadership in an organization
Demonstrated ability to deal with adversity and rapidly changing operating conditions while still delivering to expectations
An innovative thinker who also has a strong customer and quality focus
Is a superlative oral and written communicator; has the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
Relishes ambiguity and change; devises frameworks to resolve and prioritize
Manages innovation and is consistently thinking of better ways to do things
Deals well in ambiguous environments

Helpdesk Technician Software Support Resume Examples & Samples

Track and route problems, requests, and document resolutions
Thoroughly document issues and resolutions in knowledgebase of call tracking system
Respond to queries either in person or over the phone
Respond to email messages from customers seeking help
Positive Attitude and good communicator
Associates degree or technical school desired, can be substituted with experience
Minimum one year prior experience working in a Help Desk or Desktop environment

Software Support / Developer Resume Examples & Samples

Develop Product Knowledge-Base articles, procedures and support tools to improve services efficiency
Work on support projects such as Web based or mobile support management dashboard, support tools or other IBM Watson cognitive related projects
Investigate and resolve support issues that require intermediate product knowledge and usage independently and productively
Handle urgent customer situation and provide emergency fixes or solutions to customers
Coordinate within the team for critical customer support issues or escalations independently
Working for Bachelor Science (B.Sc.) in Computer Science or equivalent degrees
Demonstrates verbal, written communications skills, and inter-personal skills
Proven experience in problem troubleshooting, analysis and resolution
Experience with various programming languages like Java, Python
Knowledge of software development process

Inside Sales Specialist Software Support Plans Located Resume Examples & Samples

Academic degree (BSc) or equivalent level of experience in Life Sciences or Engineering is advantageous
Knowledge of ERP (Oracle). Understanding of a service business to determine the requirements of our customers and to act accordingly
Strong telesales and communications skills to effectively sell services in SCIEX’ market
Strong analytical skills to assess and prioritize account sales opportunities and develop sales and product forecasts
Fluent in English (both verbal and written)
Advanced skills in Word and Excel
Business fluent skills in one of the following languages is required: French, Spanish, Italian
Experience in a function with similar demands
Experience in a Telesales role would be beneficial

Software Support Consultant Resume Examples & Samples

Work with the Client and SunGard application consultants to plan software releases from inception to deployment
Deployment of software and batch processes to live servers
Collection and analysis of stats and data relating to performance
Build and maintain a good relationship with the Clients’ teams
Candidates should have a bachelors degree, or else reasonably equivalent experience or education

Software Support QC Associate Resume Examples & Samples

Develop, implement and maintain portal to improve the efficiency, productivity and perform root cause analysis of QC and QA operations
Gather user requirements and translate to functional specifications, implement solutions and enhancement projects
Participate in improvement teams and provide advice from the system point of view, the most efficient and effective means or ways in achieving the project goal
Conduct acceptance test for systems enhancement and development. Ensuring accuracy and reliability prior to implementation
Systems owner and administrator fully responsible to install, upgrade, integrate and resolve systems related issues
Develop user guides and training material for new and existing systems
Conduct training on these systems for quality staffs
Modify, adapt and transfer systems across departments and also across manufacturing sites
Support troubleshooting and investigate Out of Specification failures
Support to compile and analyze data and measurement for any trends in quality and drive improvements to process or product

Installation & Configuration Engineer Software Support Resume Examples & Samples

Facilitate discussions with customer’s IT and business leads answering questions pertaining to system requirements, architecture, and deployment topology in preparation for the installation
Handle technical support cases from customers, related to the deployment and use of our software
Create customer-facing knowledge-base articles and documentation to improve the customer experience when working with our solutions
Some travel and out-of-regular hours work is required (20-30%)

Software Support Escalation Manager Resume Examples & Samples

Lead Critical Case Management process
Drive a weekly Critical Case Review process engaging with relevant departments across the company
Provide assistance to Software Engineers to drive issues to resolution with a high sense of urgency
Take the lead in developing action plans, internal status updates and customer communication during critical incidents and escalations
Requires frequent contact with Senior Leadership Team, Development management, Sales, Software Support and customers
Candidates must be technically competent in the solutions supported by the team with a deeply process- and detail-orientated mind-set
Training will be provided
Create a passion for “Customer Success” in challenging cross-functional situations
Superior interpersonal skills and the ability to effectively communicate with all levels of management in a crisis situation, ranging from technical and non-technical key players to Executive teams
Motivated self-starter with a strong work ethic and ability to work effectively under pressure Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc
Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans
High sense of urgency and ability to deliver consistent results and world-class customer satisfaction
Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment
Highly attentive to detail in both written and oral communication
Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol
Experience supporting mission-critical software technologies
Strong experience in a direct customer-facing role managing critical incidents and escalations
Extensive experience in a technical support role in the software industry
Ability to communicate in Spanish and or French is a plus

POS Software Support Representative Resume Examples & Samples

Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues
This position requires in-depth knowledge of each service offering and specialize in one or several areas of POS or other NCR products
Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data
Formal education level: High school degree or equivalent - Some college or technical training preferred. Specific skills & proficiency level
Strong oral and written communications skills a must
Ability to multi-task desired Experience
Previous help desk or computer support experience required
Previous SQL query experience is a plus

Software Support Manager Resume Examples & Samples

Manages the operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management
Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems
Reports new or recurring problems to product management and/or product development departments
Monitors client issue queues and volumes, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards (service levels)
Ensures representatives are properly trained when new products are released or products are upgraded or patched
Contributes to the development of the product support function
May develop business strategy and business plan for team/group operations including budget development
Selects, develops, and evaluates personnel to ensure the efficient operation of the function
May build industry relations communicating technologies and operational concerns through industry networking
Oversees system upgrades of FIS software products
Performs other related duties as assigned by management
Broad knowledge of loan origination products and related services; in-depth knowledge of products and services for which team(s) provide support
Typically requires more than six years of related application support and/or operations experience with at least two years of leadership responsibility
Knowledge of products and services for which team(s) provide support
Knowledge of basic IT technologies (i.e. databases, operating systems, network devices, software development and architecture)
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
Demonstrated customer-focused leadership ability
Ability to work both independently and in a team environment

Software Support Co-op Resume Examples & Samples

Preferred experience in the following
 Java or C++, or C# software development
 Experience with Python, Perl or similar programming languages
 XML and related technologies
 Working knowledge of SQL and Oracle database
 Working knowledge of Windows operating system
 Excellent communication skills
 Ability to learn quickly
 Excellent problem solving skills

IT Software Support Resume Examples & Samples

Ensure on meeting daily Key Performance Indicators
Provide first level resolutions
Ticket creation/Categorization / Prioritization
Excellent troubleshooting skills, search skills, ability to approach problems logically
Technology support and/or programming experience highly preferred
Customer service aptitude
Exceptional interpersonal and communication skills and ability to build rapport
Bilingual Requirements: Spanish and/or Portuguese

Software Support Consultant Resume Examples & Samples

Offer input and gain knowledge as a subject matter expert on products, systems, and services
Knowledgeable across the related LOB product range including all solution(s) currently released and supported with specific knowledge on NCR’s TransAction Manager Product Suite, but may require assistance to progress an incident outside assigned product solution(s)
Knowledgeable on assigned product solution(s) with specific knowledge on NCR’s Transaction Manager Product Suite including releases 4.X, 5.X and Accelerator, XPAY , TG and can investigate issues and very infrequently require assistance
Very knowledgeable on specific areas of solution(s) to SME level on NCR’s Transaction Manger Product Suite including releases 4.X, 5.X and APP1 and can assist others with investigations
Basic knowledge on 3rd party products used within customer solutions
Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
Design corrective action(s) to resolve product or system problems with no known solutions
Gather and analyze information, formulate and test hypothesis
Identify, design, develop and validate solution
Ability to research problems with no known solutions and design solutions for identified problems
Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
Ability to manage multiple issues of differing stages of investigation and priority without assistance
Work with product developers to assess and create product alterations and contribute to long term solutions
Actively participate in making the team a success by achieving the team objectives
Knowledge metrics and knowledge code compliance as per department objectives
Proper usage of incident tracking tool (as per incident working guidelines)
Work all incidents diligently to ensure customer satisfaction survey targets are achieved
Enhance customer service by dealing with all incidents professionally and adhering to SOFTWARE SUPPORT SLA
Ensure customers are kept updated with current status of investigation as per SLA guidelines
Customer escalation management with some assistance (Incidents identified as escalated by SOFTWARE SUPPORT Manager)
Including key position of driving and communicating a status of incident to all relevant parties including senior management as required
Enhance organization dynamics by building and maintaining internal and external relationships
Record and communicate solution creation information in a timely manner
Populate the knowledge base with product and in-depth technical information
Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to center level knowledge sharing requirements
Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
Proactively search for trends in product quality and system issues and initiate corrective action
Act with urgency
Make decisions
Solve problem
Contribute positively to a team
Work effectively in a team environment composed of peers and cross-functional members
Be proactive and positive attitude
Prioritize in a fast-paced environment
Have attention to detail
Be focused and self-motivated
Have a strong desire for quality
Tackle new challenges
Analytical Skills

Associate Software Support Consultant Resume Examples & Samples

A fast learner who is excited and eager to become skilled in understanding engineering concepts, principles, techniques and processes
Qualified to degree level or equivalent work experience in a software discipline
Show characteristics of a keen sense of ownership and leadership that are required to be principle contact for problem investigations

Software Support Representative Resume Examples & Samples

This position requires in-depth knowledge of each service offering and specialize in one or several areas of POS software or other NCR products
Due to complexity of issues and possible sources of problems, the position requires frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution
Interactions with customers must be well documented in the Case Management System
Formal education level: High school degree or equivalent - Some college or technical training preferred
Stable work history required
Must be able to work independently
Previous POS support experience desired, restaurant industry preferred
Previous Loyalty program experience desired, restaurant industry preferred
Previous intermediate networking experience desired
Previous remote desktop experience desired

Hardware / Software Support Technician Resume Examples & Samples

Coordination and management of repairing, receiving, staging, setup, configuration, transportation, installation, deployment, support, patching, maintenance, monitoring, moves, inventory, and decommissioning of plant IT infrastructure components and associated software that includes the following platforms
Desktop, Laptop PCs, Workstations, Servers and other PC based hardware (Windows, UNIX, and Linux)
Printers, Plotters, Embossers and related peripheral devices
Barcode Readers & Scanners, Transponders, and RFID Tags and related equipment
In Plant communication devices such as phones, pagers, and radios
Plant Networks
Other similar IT systems required for supporting the on-going activities within the plant
Direct on-site and on-call infrastructure support providing issue identification, diagnosis, training, and resolution of all deployed systems
7x24 on-call support of the deployed systems
Provide depot and T&M support of described equipment above
Direct on-site and on-call infrastructure support providing issue identification, diagnosis, and resolution of all deployed systems
Managing software and hardware inventories for all Plant IT Systems
Coordination of the repair, receiving, staging, configuration, transportation, and installation of plant IT infrastructure components and associated software that includes
Desktop and Laptop PCs and Workstations (Windows, UNIX, Linux)
Servers (Windows, Linux)
Printers/Plotters
Barcode readers and scanners
In-Plant communication devices such as desk/cell phones, pagers, and radios
Mobile Radio Terminals
Plant networks

Probe Software & Support Engineering Intern Resume Examples & Samples

Collecting requirements and analyzing data (as required) to support automation and customer teams
Defining and making suggestions that improve production and process issues
Learning new tools in the effort to maintain, troubleshoot, and support existing software
Proactive monitoring and reaction to line & IT system performance metrics/indicators
Testing and development releasing of new software
Develop training material and documentation of new software
Presenting data to various groups and levels of management
Report development
Proven problem solving abilities
Software testing experience
Good communication and leadership skills
The ability to work and thrive in a team environment
Knowledge in several of the following areas is a plus
Please note: This position is located at our facility in Manassas, Virginia.*

Supervisor Software Support Resume Examples & Samples

Assist with creation and implementation strategies related to IT Mission, Vision, and Values, and objectives as they relate to Application Management and Support
24x7x365 secure, cost-efficient and reliable application support organization that leverages collective resources and capabilities to maintain and support applications
Maintenance and enhancements for applications for on-going supportability, stability, and enabling business functions
Proactively plan for application capacity
Lead a tier 2 support organization focused on capacity planning, application monitoring, case management, and management of major outages for assigned applications
Responsible for coordinating support efforts regarding the maintenance and development of order flow systems managed within the Service Delivery organization
Case Management - Leading organization to develop procedures, knowledge base, and competency to resolve tier 2 cases
Monitoring service levels and overall quality of case management activities. Works with development organization to identify and address root causes of support issues and incorporating corrective actions in future development plans
Major Event Management - During significant outages in the orderflow and customer system environment provide leadership for service restoration activities while managing communications to clients and IT leadership regarding status
Drives significant issues to resolution via Root Cause Analysis process
Provides sound judgment under significant pressure
Responsible for decisions impacting a production environment which processes over $60B in customer orders annually
Flexibility - Leads a team of resources working over 2 shifts and providing 24x7 on call support
Must be available 24x7 for the escalation of application and environment issues
May be required to work different shifts periodically for major deployments and special events
Team work - Working with leadership of other IT teams (network, database, engineering, service center, business partners, etc.) for process improvement, issue resolution and project delivery
Leadership - Working with the development teams, technical specialists and the support team, to assume support responsibilities for newly developed applications
Work constantly to improve efficiency (AGILE) of the support team, as well as implementing best practices and driving enhancements and value to the application monitoring strategy
HR - Develop resources with solid business, technical and application process knowledge
Mentor direct reports by developing individual development plans and one on one feedback
Ability to develop teams and lead people
Strong technical knowledge
Must be able to develop and maintain strong relationships with various teams including development, engineering and support
Must be comfortable interacting with business partners and senior level management
Working knowledge of Windows and Unix OS administration, application architecture, relational databases, SQL, Perl, Java/J2EE concepts, Unix and Windows scripting
Specific experience with application development, capacity planning, application health monitoring, and application support

Software Support Consultant Resume Examples & Samples

Evaluates, prioritizes and answers software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality
Ensures timely resolution and referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal
Logs and tracks calls using a Customer Relationship Management system and maintains history records and related problem documentation
Maintains a resolution time in line with contracted service level obligations
Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills
Performs diagnostics to isolate and determine cause of software performance problems and malfunctions
Proactively identifies trends based on customer inquiries
Conducts basic application training to new users
Bachelor’s degree or equivalent work experience
2-4 years related experience in a software support or client services role
Experience in Intellectual Property is a plus but not required
Knowledge of Salesforce is a plus
Knowledge of PL/SQL not necessary, but is a plus

Director, Global Software Support Resume Examples & Samples

Lead and mentor a global team of technical and customer-oriented technical support associates
Design, implement and maintain online support tools, support infrastructure, and processes for continuous improvement of support offerings
Build and maintain close relationships with customers while consistently monitoring feedback and levels of customer satisfaction
Design customer satisfaction programs to maintain a high level of customer satisfaction
Collaborate with engineering and product management to continuously improve the quality of products
Act as the executive point person for critical customer escalations
Ensure the performance of the Technical Support team: Drive the optimal delivery of technical support resources to achieve efficient, effective support to clients
Carry out supervisory responsibilities in accordance with the company's policies and applicable laws; including, but not limited to: interviewing, hiring, training/coaching and terminating employees; planning, assigning, and directing work; appraising performance; salary administration; rewarding and disciplining employees; addressing complaints and resolving problems; and additional duties as assigned
Bachelor's degree in Information Technology preferred
Experience with technical support/contact center enterprise support required
Minimum of 10+ years of software development experience, 3 of which must be in a management role
Experience in building and scaling worldwide enterprise support
Proven track record of achieving high level of customer satisfaction for enterprise products
Experience in leading a high performing team
Effective problem solving experiences with understanding of client impact
Excellent written, interpersonal and communication skills
Strong analytic, strategic, reasoning and interpersonal skills
Ability to understand business process flows and identify gaps
Experience in enabling and managing change
Ability to travel up to 30%. Frequent interstate travel and occasional international travel is an inherent requirement of this position

Manager of Distribution Center Software Support Resume Examples & Samples

Achieve Distribution Center & Operations Support (along with the information technology department) goals and results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
Staff recruiting, selecting, orienting, and training employees; maintain a safe and secure work environment; develop personal growth opportunities for individual team members
Maintain and improve the team’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing new information technologies and process improvements
Develop organization goals, strategies, practices, and user projects to support business needs and objectives
Work cross functionally to identify potential service enhancements and consult with all levels of management by collecting customer information and analyzing customer needs
Establish and maintain internal and external customer relationships
¿10+ years in information technology roles of increasing responsibility
5+ years in a managerial position managing FTE direct-reports in a software support environment
4+ years of Distribution Center experience (operational and/or support)
BS or BA from a 4-year university
Experience supporting legacy, preferably ERP, environments
Relevant certifications preferred (ITIL, MOF, ITSM, etc)
Experience supporting Distribution Center software stakeholders and end-users
Strong documentation and record keeping skills, as well as an ability to follow documented Standard Operating Procedures
Experience leading teams in a matrixed and geographically distributed environment to provide 24 x 7 software support end-users and systems owners
Demonstrated experience managing change in an enterprise support environment in order to maintain compliance with existing and new IT and business standards
Must possess business and technical acumen required to understand and train teams on critical technologies and business functions
Successful track record of giving exceptional customer service to software and operations support customers including issue identification, resolution and follow-up
Extensive experience with tracking performance KPIs and reporting using ticketing systems (Service Now preferred)
Clearly defined and mature process for support processes and team management
Ability to elicit information and gain subject-matter expertise of business requirements and information systems
Excellent FTE resource management experience including hiring, motivating, performance reviews) of local and remote teams
Ability to function as both an individual contributor and a member of a team
Good communications skills – written and verbal
Great IT skills combined with a good head for business
Successful track record of quick and decisive decision making with limited information

Software Support Representative Resume Examples & Samples

Receives, tracks, responds and resolves our client's Customer Care calls
Provides training and support for simple to complex technical issues related to our client and our client's Enterprise software
Identifies technical issues through problem duplication and manipulation of customer data to provide details to the development team for product correction and improvement. Utilizes multiple hardware and software tools to troubleshoot a variety of issues
Documents and/or logs all calls, records all activity and communications regarding incidents and problems
Maintains all defined service standards. Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
Performs other related duties including projects, support, training and communication activities as assigned by management. Maintains current knowledge of the software and the optical industry as it is trained and learned in the call center environment
In today's job market, "who you know" matters more than ever - and that's why you should get to know Volt. We're one of the world's largest recruiting companies, yet our success is built one successful placement at a time. Each of our recruiters has niche industry expertise, committed to connecting top talent with respected companies

Software Support Intern Resume Examples & Samples

The intern will analyze information, troubleshoot, solve issues and/or work on documenting the issues to work with more senior staff to resolve issue
Use of different OS (Mac, Windows, iOS, Android) and Browsers (Firefox, Chrome, IE, etc.)
Working with substantial independence, the intern will analyze and review, operational and business development-related data
Support a broad range of other assignments with responsibility for recommending and implementing change in methods and procedures in addition to advising management on appropriate next steps
Working within a team environment with substantial independence
Design, implement, and document procedures and issues
Special projects as needed
Working towards Bachelor’s Degree
Strong qualitative and analytical skills and have ability work through complex systems to find solutions
Excellent communication and presentation skills, both oral and written
Strong planning and organization skills
Must be able to prioritize tasks and manage multiple projects in a fast paced environment with minimal supervision
Ability to work well in a team environment and independently while being able to communicate with all
Experience with Java, Objective-C, Swift or another related Object-oriented language
An Understanding of how Internet application work (both Client and Server Side)

Computer Software Support Resume Examples & Samples

Requires high school diploma plus three or more years of directly related experience or equivalent combination of relevant education and/or experience
Education and/or experience with dynamic website development, web-based application programming, and database management
MS Office Suite (including Excel)
Technical certification in website and web-based application development/IT/Information Management or undergraduate degree in computer science
Experience with PHP server-side programming
Experience in writing SQL and database manipulation
Experience in Adobe Dreamweaver
Experience in Adobe Photoshop, Adobe Illustrator
Experience in requirements gathering and software testing
Experience in administering Purchase Orders
Experience in researching software applications
Familiarity with procurement processes and policies
Current DOE clearance
Demonstrated ability to work effectively in a collaborative and interdisciplinary team environment

Software Support Representative Resume Examples & Samples

18 months of technical support or financial institution operational (back office) experience
6 months of back office BSA experience
6 months of SQL experience
Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue
May assist in training new employees or serve as go-to person for team members
May manage hardware capacity and performance and assess hardware needs

Banking Software Support Representative Resume Examples & Samples

An Associates or a Bachelor’s degree in Information Technology, or a Business Related Discipline
Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades
Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
Assess hardware capacity, set-up and performance vs. software needs

Banking Software Support Representative Resume Examples & Samples

One year of customer support experience
One year of professional experience in a financial institution
Must be able to work Monday - Friday from 10:00 am to 7:00pm
Eighteen months of experience working in a financial institution
Teller or banking operations experience is preferred
Experience with troubleshooting techniques
Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem

Software Support Representative Resume Examples & Samples

Minimum of 5 years of financial institution experience or lending/ loan experience,
Minimum of 1 year of customer service experience
Experience with SilverLake Jack Henry software
Associate or Bachelor’s degree
Ability to be self-motivated and work independently

Technical Software Support Representative Resume Examples & Samples

Minimum of 5 years Technical Software Support or technical software trouble shooting field
Working Knowledge of Microsoft SQL Databases
Commercial Lending Experience
ABL and/or Factoring Experience
CADENCE Software Experience
Associate’s or Bachelor’s degree
Provides level one and two troubleshooting. Accurately assesses the customer's product issue or problem
Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible
Keeps current on most recent changes and/or upgrades
Identifies and resolves application and service issues and any other questions that may arise
Answers general application questions
Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS)
Uses available support tools to assist the customer and/or recreate the issue

Software Support Representative Resume Examples & Samples

Utilizes multiple hardware and software tools to troubleshoot a variety of issues
Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
Maintains current knowledge of the OfficeMate software and the optical industry as it is trained and learned in the call center environment
This is an estimated 12-month Contingent/Temporary position in Rancho Cordova, CA and offered through Volt Technical Resources located in Spokane, WA. We are among the largest IT staffing companies in the US for contract/temporary and direct hire placements and support many of the top rated IT companies in the Pacific Northwest

Software Support Manager Resume Examples & Samples

Production systems support/Help Desk support for franchise studios that covers 24/7 operations
Development of policy/procedure for support and in future release management
User Access management
Manage key relationships with Head of Operations, IT Vendors, IT Team, Business Teams
Support and reinforce daily execution of Orangetheory Fitness systems and processes
Provide KPI reporting on support items and manage a team of support resources
Assist in expand the support operations globally through partners or satellite Orangetheory office
Coordinate the resolution of advanced issues with appropriate teams
Contribute to our Knowledgebase (author and edit knowledge base articles)
Setup support procedures for all current and future OTF technologies
Evaluate overall operational efficiencies and recommend enhancements
Work with the learning and development department on setting up training items for support issues that can be resolved through training
Aide in establishing and implementing short and long-range departmental goals, objectives, policies, and operating procedures
Interact with local business units, franchise owners and area representative, IT Vendors and internal IT leaders and customer resources related to tracking and resolution of internal and external operational issues on a regular basis
Oversee the development, design, and implementation of help desk ticketing systems and processes
From a release control perspective ensuring the operational integrity of systems is maintained
Ensure the appropriate allocation of staff and resources is managed in line with required deliverables and in conjunction with overall departmental requirements
Ensure work/tasks assigned are completed on budget and with defined timeframes
Staff management of resources directly assigned as your responsibility for performance, reviews and general well being
Develop, define and deliver operational support procedures and structure for all systems
Develop, define and deliver user access management procedures, structure and operation
Develop, define and deliver release management procedures , structure and operation
Ensure that IT solutions incorporate defined training plans, systems documentation and support requirements
Ensure that support resources are correctly trained and prepared to carry out support requirements as dictated by the deliverable and the client
Assist with Annual Budgeting as well as forecasting processes for IT
Be involved in or co-ordinate discussions/negotiations with third party suppliers as dictated by deliverable requirements
Can manage teams and grow a help desk to support an international business
High aptitude in problem solving and customer service excellence
Strong understanding of help desk support software and can setup processes
Computer operations/network related field or equivalent work experience
Highly organized and able to multi-task under time constraints
A self-motivated team player
May be required to work early morning, evening or even weekend shifts
May be required to work in a mobile capacity
Minimum of 2 years of experience managing team in software support or call center environments
Wide ranging experience with information technology computer systems, software applications, and communication platforms
Proven experience in SDLC and/or software support realms of responsibility
Proven ability to manage the entire spectrum of help desk support operations within an unstructured environment
Demonstrated ability to “thought” lead and implement change
Demonstrated experience in managing business expectation and delivering support solutions
Staff management
Customer facing within a service environment
2 years: Experience managing team in software support or call center environments

Software Support Intern, Infinite Visions Resume Examples & Samples

Strong interpersonal skills including verbal and written communication skills,
Strong teamwork and customer service skills. o Ability to work effectively individually as well as be a productive team player
Moderate decision making and problem solving skills involving troubleshooting moderate to complex issues
Desire to proactively learn about Tyler software and processes and contribute to process improvement

Financial Software Support Representative Resume Examples & Samples

Must have at least 18 months experience working in a financial institution using Windows 7 /8 and 10 operating systems, Microsoft office products (Word, Excel, Outlook, PowerPoint, WebEx or other Web Application experience)
SQL knowledge preferred
Bachelor Degree preferred, ideally in Accounting, Finance, or Business Management
Experience with CruiseNet Software
Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, to determine the best avenue for resolving the problem
Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible
Keeps current on most recent changes and/or upgrades to the product
Be able to clearly communicate a customer’s request to team members as well as escalation to management if necessary
Uses available support tools to assist the customer and/or recreate the issue and participate in software testing
Participates in training programs to continuously improve industry and product knowledge and service skills

Software Support Intern Resume Examples & Samples

You will conduct research, work with customers, and learn about the products Tyler customers work with. You will receive guidance from the Support Product Manager, participate in team meetings, and work on actual projects in our software
Exposure to SQL, PowerShell, customer service, and software troubleshooting
Learn PowerShell and other network troubleshooting tools
Ability to work effectively with a software support team on technical and business issues

Software Support Consultant Resume Examples & Samples

Position works with the client to establish formal solution requirements, translates those requirements into installation specifications for the NCR Implementation team and supports the establishment of test scripts used by NCR and the customer to validate the defined requirements
Position supports the implementation team (both NCR and client) and provides recommendations and options for operating the solution successfully within the customer's specific environment
Required to contribute to all aspects of requirements definition and documentation for each assigned customer; Elicit requirements from customer using consultative skills to ensure customer thoroughly understands solution options and their chosen options
Document and provide feedback within NCR as to areas for proposed improvement within this service and solution implementation
Maintain compliance with project specific standards, processes and tools
Proactively communicate with design and developer work efforts to ensure understanding and adherence with customer requirements
Analyze current system functionality to determine new system requirements against defined business requirements
Provide subject matter expertise throughout the development life cycle (design, coding, testing, implementation and customer acceptance)
Plans, schedules, monitors, evaluates and directs projects to ensure a complete business solution is implemented; Contributes to project recommendations
Researches and writes sections of proposals
Helps to prepare client transition plans
Works with Business partners to identify, gather, prioritize and incorporate business requirements into the solution
Maintain, administer and support tools used in deploying the solution
Assists the project manager in implementing innovative industry and horizontal solutions to the client
Deliver application development, system integration and system support services
Perform complex analysis, design, programming, and modifications of software products and/or customer applications
Complete programming, testing, and debugging of applications. Determine procedures, and other documentation needed for installation and maintenance of application programs
Work with customers to add new or custom features to software products. Perform life cycle maintenance
Develop and maintain working relationships with key persons on the client engagement, to ensure the client's needs are met in a professional manner
Understanding the strategic vision of both the client and of NCR Professional Services, and identifying and positioning services that fit within these visions
Working in conjunction with engineering teams to implement and support self-service software solutions based on the NCR APTRA family of solutions

Software Support Technician EDI Resume Examples & Samples

Provide second-level software support for EDI clients and staff
Research network issues, program errors, and Windows errors relating to Xpeditor Server performance
Assist with the testing of Xpeditor enhancements and bug fixes that are part of Xpeditor releases
Map client claim files in order to load into Xpeditor
Establish custom edits/converts using XpressBiller software
Modify Xpeditor Reports per client requests
Assist with identifying product shortcomings and possible enhancements
Associate degree preferred
Knowledge of EDI a plus
Strong computer skills
Strong attention to detail working with clients and internal departments
Ability to set priorities
Ability to maintain confidentiality

Software Support Desk Agent Resume Examples & Samples

Inbound and outbound phone support, chat support, email support
Utilize remote and virtual technology to solve customer issues
Troubleshooting hardware, software, and multi-function devices
Create/provide documentation/articles for web self help
Analyze customer databases and develop reports
IT Help Desk/software support experience preferred
A+/N+ preferred certifications preferred
Working knowledge of windows OS and Networking topologies/functions
Knowledge of Logistics and Carrier requirements a Plus

PC / Server Software Support Resume Examples & Samples

Minimum of 2 yrs day to day working knowledge of a Microsoft OS-based server/client environment
Working knowledge of SQL databases and queries
Knowledge of FIS' products and services highly desired
Knowledge of financial services industry highly desired
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Excellent analytical, decision-making, problem-solving, team, and time management skills
Demonstrated ability to persuade and influence others on the best approach to take
On call night and weekend support rotation

Software Support Technician Resume Examples & Samples

Provide 2nd level of technical support for all software solutions delivered by Zetes
Ensure all released solutions are accompanied with appropriate release note and installation instructions
Escalate important support issues in accordance with policy
Ensure all support calls are initially logged, followed up proactively and closed in line with agreed procedures
Working on the on call support rota ensuring 24/7 cover. Overtime pay will apply
Additional Responsibilities
Commissioning and testing of software / hardware
Maintain good understanding of PC, RF, handheld, infrastructure and related technologies in order to provide ongoing technical support
Install and troubleshoot equipment on customers’ premises
Visual C++ 6.0 / MFC / ATL
C / C++ (network / communications software)
Cloud-based solutions
Powershell scripts and command files

Master Ibm-mainframe Software Support Resume Examples & Samples

Support Sales Leader in weekly management activities (Pipeline, Forecast, Reporting)
Support/coordinate deal clinics
Support of Small Deal Management

Software Support Spec Resume Examples & Samples

Manage and respond to software support tickets
Log and track inquiries using a problem management database and maintains detailed history of all issues and resolutions
Ability to communicate technical information, both verbal and written, to a wide range of end-users
Follows up with customers to ensure that their inquiries are resolved
Assist with Mindbody Online (MBO) database and other OTF systems as required
Assist with support for all current and future OTF technologies (training will be provided)
Assist in working with all functional teams to set up, maintain and support databases
Serve as the subject matter expert in supporting Orangetheory Fitness Business Policies, and reinforce best practices and technical protocol for technology program use in studios
Other related duties as appropriate and required
Interpersonal skills to interact with owners and studio members
Ability to balance and prioritize work
Strong customer service and troubleshooting skills
High energy, flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced and time-critical environment
2 years of experience in software support or call center environments
Experience working in MindBody Online (MBO), Zendesk, Microsoft Applications is highly desirable
2 years: Call Center or Help Desk

Analyst Systems / Software Support Resume Examples & Samples

5+ Yrs Relevant IT Mainframe and Middleware batch processing experience
Should also have experience of and hands-on experience in using at least 2-3 widely scheduling tools
Exhibit a strong sense of teamwork and inclusiveness. Must be a self-starter, motivated, innovative, capable of, providing technical solutions. Adaptability and ability to work under pressure
Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases
Excellent communication skills. Demonstrate ability to communicate effectively with both technical and non-technical individuals
Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
Soft Skills: Must be a Team player, and Demonstrate ability to communicate effectively with both technical and non-technical individuals
Exhibit a strong sense to understand project priorities. Able to assess the customer impact and provide tactical solutions. Able to manage priortize and deliver in multi-projects concurrently running environment
Provide generic solutions and avoid re-occuring requirements across projects. Proactively engages with technical stakeholders to share best practices across projects
Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions

IT Systems Analyst, Software Support Resume Examples & Samples

Lead requirements gathering, service-oriented modeling, analysis and design activities
Evaluate business requirements and prepare detailed functional and technical specifications
Serve as the liaison between business and systems analysts, developers and project management groups
Present and evaluate design solutions objectively and facilitate conflict resolution
Define, use and communicate design patterns and best practices in service oriented analysis, design and development
Collaborate with quality assurance team to ensure testing efforts align with system deliveries and business processes
Develop strategies to improve service development life cycle and governance processes
Develop detailed source-to-target data mapping and data transformation rules
Develop and use enterprise service and data models
3+ years of experience in Systems Analysis or IT Development
3+ years of Relational Database experience to include understanding of database scripting and troubleshooting in Oracle and / or SQL Server
Production Software Support experience
Proficiency with MS Word, Excel, Visio, PowerPoint
UnitedHealth Group work experience
Software support in a healthcare environment
Software implementation experience
Experience working with test plans and test cases
Ability to work in a fast paced environment managing multiple projects at once

Graduate Software Support Consultant Resume Examples & Samples

At minimum, a 2:1 degree or equivalent qualification in an IT or related subject
Strong IT skills primarily in a Microsoft Windows environment
Analytical and communication skills
Able to work on own initiative and as part of a team
Experience in the use of SQL, Microsoft SQL Server, Oracle and ODBC
An awareness of ITIL

Software Support Intern Resume Examples & Samples

Strong teamwork and customer service skills
Ability to work effectively individually as well as be a productive team player
Strong analytical ability, particularly in a technical environment
Proficient with Microsoft Office
Basic knowledge of database structures including fields, tables, views, database objects, etc. is a plus
Knowledge and understanding of software development tools is a plus

Software Support Resume Examples & Samples

Manage customer support and problem resolution for one or more applications by monitoring and maintaining case workflows while maintaining client satisfaction
Manage support teams including assigning tasks, providing guidance and performing reviews
Work closely with development, product management and QA to ensure unity in product development, deployment and support
Manage customer concerns, expectations and priorities
Conduct status meetings to communicate objectives clearly and accurately to customer support team and management
Regularly follow-up with customers to ensure a quality support experience

Technical Software Support Rep Resume Examples & Samples

It’s not a dead end job -- we promote from within
Your team is bright and dedicated -- if you’re the same, you’ll fit right in
Product development, testing, sales, marketing and executives all sit out in the open
Rotation programs so you can work for short sprints in other departments without prior training
We’re always learning, so you’ll enjoy structured training and defined paths for advancement

Software Support Intern Resume Examples & Samples

Actively enrolled in BS/MS/MBA program for Information Technology or Computer Science
Demonstrated ability to deal in ambiguity and a self-starter
Demonstrated capability and interest to meet job duties and skills
A really smart person who wants to get into software development
Experience with Gmail and Google applications a major plus
All applicants must be authorized to work in the US now, and into the future without sponsorship

Software Support Representative Resume Examples & Samples

Prescriptions, Plans, Products, Services, and Procedures
Online purchasing & e-Commerce knowledge
Internet knowledge
Payment processing/payment collections
Eligibility verification
Order Status, Shipping Status, and Stock Availability
Accurate completion of necessary documentation, letters, and forms processing

Software Support Student Resume Examples & Samples

Work directly on core BlackBerry applications, with a focus on Microsoft SharePoint Online, providing administration and support to ensure access and security
Work on and lead small projects to improve the security and/or support of BlackBerry applications
Triage and support internal user escalations
Contribute to the evolution of the internal support processes including intake process and documentation (best practices, self-help, tips)
Previous work term experience in IT Support, Administration or Security roles
Previous administrative/support experience with Microsoft SharePoint Online considered an asset
Solid Analytical and problem solving skills
General Understanding of Microsoft Office suite

Software Support & Subscription Product Manager Resume Examples & Samples

Implement software subscription pricing models
Minimum of Bachelor’s Degree in a Science, Marketing, Business Administration or related field; Master’s degree a strong plus
Demonstrated intimate knowledge of software sales or similar experience required
Knowledge of Mass Spectrometry or related analytical technology preferred
Ability to perform exceptionally in fast paced, performance oriented environment
Experience working in a global environment
Experienced influencer capable of managing large teams without direct management responsibilities

Software Support Team Lead Resume Examples & Samples

You will provide technical leadership to software engineers by coaching and mentoring throughout end-to-end software development, maintenance, and lifecycle to achieve project goals to the required level of quality; promote team engagement and motivation
You will provide input to the software engineering manager for estimates, resource needs, milestones and risks; ensure effective delegation, monitoring tasks, identifying risks and handling mitigation and escalations
You will provide hands-on technical and functional input to design, maintenance, build, integration and testing of complex software components according to functional and technical design specifications; Follow software development methodologies and release processes
You will analyze and provide input for the requirements and provide impact assessment for new features or bug fixes. Make high-level design and establishes technical standards
You will represent and lead discussions related to product/application/modules/team and build relationships with internal customers/stakeholders
You will enforces quality processes (such as performing technical root cause analysis and outlining corrective action for given problems), measure them and takes corrective actions in case of variances and ensure all the project agreed deliverables are completed to the required level of quality

Tier, Software Support / Developer Resume Examples & Samples

Accumulo- Data Storage
Appache –Web Infrastructure
Angular.js 1.x
Bourne/CShell- Scripting Language
Java – Software Support
JBoss- Apl Support and Query Code
NiFi- Data Transforming/Routing
OWF – Widgets (UI)
REST services
LESS
JIRA/Confluence

Laboratory & Manufacturing Software Support Engineers Resume Examples & Samples

Experience with the SW & HW Interface / Integration and Windows Dev. Skills (detailed below) in a Laboratory or prototyping environment where shorter development iterations are required
C#, Visual Studio, Microsoft DotNet programming experience
Experience writing parallel / multithreaded applications
Experience interfacing a windows application to commercial equipment (sensors, lab instruments, etc.) via various standard interfaces (Ethernet, USB, IO, etc.)
Manufacturing SW Support
Experience with the SW & HW Interface / Integration, Windows Dev., and Data System Interface Skills (detailed below) in a manufacturing environment requiring 24/7 availability
Both Positions
SW & HW Interface / Integration Skills Required
Experience interfacing a windows application to commercial IO (such as to National Instruments IO modules \ boards)
Experience developing communication interfaces between systems (WCF, raw sockets, etc.)
Experience performing system integration tasks and testing (including both software hardware aspects)
Windows Dev. Skills Required (All)
C#, Visual Studio, Microsoft DotNet programming experience for manufacturing or commercial applications
Experience writing and managing development to requirements
Experience designing, reviewing, and producing design content via UML diagrams
Experience writing parallel / multithreaded applications leveraging Microsoft TPL / windows threading
Experience interfacing DotNet managed code to unmanaged code
Experience developing user interfaces using DotNet Windows Forms
Experience developing user interfaces using WPF (lower priority)
Experience developing in layers emphasizing the separation of business logic from GUI display (MVC / MVVM a plus)
Experience using a variety of source configuration management tools and collaborating in multi developer team environments
Experience profiling software application performance
Experience with unit test frameworks
Data System Interface Skills
Experience setting up, managing and interfacing to databases from Windows applications
Experience using Windows Entity Framework (desired)
Experience interfacing to data systems via OPC, Ethernet IP, etc
Minimum Bachelors required
Masters degree highly desired
Minimum of 10 years is mandatory; 15+ years of current industry experience is highly desired

Financial Institution Software Support Resume Examples & Samples

Must be able to travel 20-25%
Credit Union accounting knowledge is highly preferred
Provides multi-level troubleshooting of hardware and software issues
Identifies and resolves application and service issues as well as general application questions
Monitors incoming Support cases. Makes calls and sends emails to resolve case in accordance with Service Level Standards (SLS)

Software Support Coordinator Resume Examples & Samples

Demonstrated ability to read, write, and communicate effectively to create and make presentations to team members at all levels, and to design and teach information systems training programs
Demonstrated proficiency in word processing, spreadsheet, internet, and database management programs in order to complete required reports, produce necessary communication materials, and use the internet for communication, research, and other business purposes
Demonstrated proficiency in property management software (preferably Yardi and Real Page), and other computer applications and software used by the Company sufficient to maintain, troubleshoot, provide instructions, and install as needed
Employment history that demonstrates the application and usage of an information systems or computer background sufficient to design and provide software systems educational information and training classes to team members and management
Proficiency in project management skills to create project plans, track and monitor progress, meet production and delivery deadlines, and oversee project implementation across multiple properties or geographic areas
Knowledge and experience in apartment community operation sufficient to understand the processes, procedures, and daily workflow relative to the use of computer applications and property management systems

Software Support Professional Resume Examples & Samples

Communicate with MAX customers to identify and resolve product issues
Verify and submit customer reported defects and enhancements
Document problem scenarios and resolutions in an internal/customer knowledge base
Help MAX customers with new installations, on-site assessments, troubleshooting technical issues, version upgrades and database conversions
You preferably have a Bachelor’s degree in Computer Applications and/or 1+ year software customer support experience
You are able to multi-task and handle complex matters with no supervision and with excellent follow up
You have excellent communication skills (verbal, written, and presentation) and an understanding of complex information systems
You are able to understand customer issues and clearly communicate solutions to customers with various levels of experience
You have expertise with Microsoft Operating systems, MS Office, and Microsoft SQL Server database
You are able to do some travel within North America when requested
You preferably have knowledge of ERP and manufacturing best practices
You preferably have programming experience in C#, VB.NET, HTML5, JavaScript, C++, and other web scripting languages
You preferably have experience with MAX product and/or Microsoft Dynamics Great Plains and/or Intuit QuickBooks software
Useful training sessions to help you achieve your full career potential
An innovative and international work environment
Paid time off (19 days in your first year plus 9 holidays)
A 401(K) retirement plan with match
The PerkSpot employee discount program
A free fitness center for employees
A work-from-home policy 1 day per week, a good work-life balance is important to us
A fun work environment: we have activities such as tournaments, wine & cheese tastings, team bowling competitions and ice cream socials
Comprehensive medical, dental and vision plans
A HSA-qualified medical plan option with sizable yearly contribution by Exact
Additional benefits include: Voluntary Life Insurance, Accident Insurance, Critical Illness coverage
Excellent Employee Assistance Program
Great opportunities to grow your skills, develop yourself and advance within the company
Basic Life Insurance and AD&D provided at no cost to you
Paid volunteer time off: contribute to your favorite cause without losing a payday

Software Support Assoc Resume Examples & Samples

The Software Support Technician is responsible for providing world-class service to our customers in an accurate, efficient, and professional manner
This position responds to routine and complex customer inquiries via the telephone, text, chat and e-mail. Primary focus is on providing assistance and basic trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues
This position requires in-depth knowledge of each service offering and seasoned POS experience or other NCR Silver products
Due to complexity of issues and possible sources of problems, the position requires the technician to understand who their resources are, how to contact, and proper escalation paths. Interactions with customers must be well documented in the Case Management System
This position is responsible for answering phones/emails, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely a resolution
Complexity Issues are growing in complexity by processing a combination of POS software and hardware issues

First Level Software Support Resume Examples & Samples

Assign an application, Contact, Account, priority and problem description to all new cases coming into the default Support queue
Learn Spotfire sufficiently to provide first level support for low level technical issues and customer service requests
Understand the problems reported by customers and reproduce locally to assist other support team members
Assist in documenting problems, solutions, and defects in the Support call tracking system and in the bug tracking system (Salesforce Service Cloud and JIRA)
Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire products
Assist in creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts
Experience providing technical or customer support
Technical proficiency with Microsoft Office applications, CRM systems
Understanding data analysis and constructs of domain specific data
Spotfire experience is a big plus but not a requirement

Software Support Speclalist Resume Examples & Samples

The Billing Operations Expert will also provide maintenance for the billing components, including troubleshooting and root cause analysis for billing and invoicing incidents
Investigate and resolve complex billing disputes within designated timeframes
Be the liaison between Telco business people (Billing) and AMDOCS teams and systems
Contribute to the ongoing improvement of Managed Services best practices

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