Alexandra Gerrity
Bend
Summary
Experienced Software Support Engineer familiar with user support and root cause analysis. Advanced knowledge of several data warehouse reporting tools and dedication to see issues through to end. Works well in a remote environment.
Overview
21
21
years of professional experience
Work History
Lead Software Support Engineer
Lumen Technologies
10.2002 - 11.2023
- Enhanced customer satisfaction by promptly resolving software issues and providing professional support.
- Reduced software downtime by proactively identifying potential issues and providing preventive maintenance solutions.
- Improved team productivity with consistent communication, collaboration, and knowledge sharing among peers.
- Developed customized training documents to ensure end-users were proficient in software operations.
- Collaborated with development teams to provide valuable feedback for software improvements and bug fixes.
- Increased ticket resolution speed by creating a comprehensive knowledge base of common issues and solutions.
- Provided clear and concise documentation of technical issues to facilitate efficient handoffs between support tiers.
- Expedited issue resolution times with thorough testing and analysis of reported bugs before escalating to the development team.
- Facilitated smooth software transitions for clients by providing expert guidance during system migrations or upgrades.
- Optimized system performance for clients by tuning application settings according to their specific needs and requirements.
- Maintained compliance with industry security standards by regularly reviewing and updating support protocols.
- Achieved high customer satisfaction ratings by consistently meeting or exceeding client expectations for service quality and responsiveness.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Communicated with clients to verify roots and causes of computer problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with outside departments to implement system-wide improvements.
- Responded to customer inquiries and provided technical assistance over the phone.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
Education
Bachelor of Science - Computer Engineering
Florida Institute of Technology-Melbourne
Melbourne, FLSkills
- Web Security
- Software Installation
- Application Installation
- Technical Support and Assistance
- Hardware and Software Optimization
Tableau/SAP Business Objects/Cognos/WebFOCUS Administration:
- Client Requirements
- Quality Control
- Database Software
- Technical Documentation
- System Configuration
- Data Connectivity
Timeline
Lead Software Support Engineer
Lumen Technologies
10.2002 - 11.2023
Bachelor of Science - Computer Engineering
Florida Institute of Technology-Melbourne