Amara Udeogu
Las Vegas,NV
Summary
Top performing analyst and innovative leader with a track record of building and maintaining professional relationships resulting in a productive and efficient workflow. Excellent analytical background proven experience in optimizing performance and company objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist/ Systems Analyst
RoadRunner Recycling
Pittsburgh, PA
03.2022 - Current
- Provide support on project tasks for performance & capacity mainframe operations
- Troubleshooting, analyzing and solving complex issues utilizing documentation, knowledge base, bug tracking system,
- Analyzing system performance, trends, and mainframe server capacity to provide optimal resource utilization
- Supporting project tasks for client server support operations for work involving service requests and non-ticketed work to client operating systems, hardware, software, applications or network systems
- Used, installed and coordinated configuration of standard performance monitoring tools and to participate in technology based projects, such as hardware and software upgrades
- Discuss issues or challenges, and receive trouble-shooting input/advice from other team members
- Enhance the accuracy of internal tech support efficiency metrics by identifying and presenting hidden factors to upper management
- Maintained a professional and courteous demeanor with frustrated customers
- Hands on experience on migration of on-premises infrastructure to AWS and Atlassian Cloud.
Client Support Analyst
SleepTrack Inc
Pittsburgh, PA
03.2020 - 02.2022
- Responding to customer inquiry calls and emails, quickly accessing the customers needs and problems in order to deliver an ideal solution in a timely manner
- Create and update various excel reports for multiple projects across the department for optimal team organization
- Responsible for managing client concerns and expectations and troubleshooting issues where applicable
- Worked directly with clients, developers, and account managers to ensure success and client satisfaction
- Supporting clients with software integration, implementation, and adoption
- Performed quality assurance testing of new enhancements in both test and production environments
- Provide training to the client end - user personnel in the utilization of company community (Salesforce)
- Familiar with the SDLC and have direct expertise working with the QA, implementation and release management of website software.
Customer Support Analyst
Udex Investments Ltd
01.2017 - 12.2019
- Provided an extraordinary customer experience by handling inquiries through various communication
- Resolving customer concern raised during installation, operations or maintenance of product application or compatibility
- Identified the root cause of the clients software or system issues and uses system analysis and testing techniques to solve low to the moderately complex application or system issues
- Contributed to and actively promoted selfservice resources (knowledgebase, communities, etc.) to our customers
- Identified additional opportunities for sage solutions to benefit the customers business needs
- Documented each customer contact using our contact tracking systems (sap fusion)
- Working knowledge or experience with windows based operating systems and networking fundamentals
- Comfortable learning and utilizing web software tools (Google Apps, Salesforce)
Education
B.Sc. - Political Science
Babcock University
Nigeria06.2016
Skills
- Interpersonal and communication skills
- Detail Oriented and excellent customer service skill
- Technical, innovation skills
- Help desk Support
- SQL
- Troubleshooting
- Ability to work independently as well as part of a larger team
- Experience with
- MS Office, MS Excel and Salesforce
- Good with database, collaboration and documentation
Certification
- AWS Certified Cloud Practitioner - (Sep 2022)
- Certified Scrum Master - Scrum.org (Oct 2021)
- Certified Scrum Product Owner - Scrum.org (Nov 2021)
- Introduction to Financial Accounting - Coursera (May 2019)
Timeline
Technical Support Specialist/ Systems Analyst
RoadRunner Recycling
03.2022 - Current
Client Support Analyst
SleepTrack Inc
03.2020 - 02.2022
Customer Support Analyst
Udex Investments Ltd
01.2017 - 12.2019
B.Sc. - Political Science
Babcock University
- AWS Certified Cloud Practitioner - (Sep 2022)
- Certified Scrum Master - Scrum.org (Oct 2021)
- Certified Scrum Product Owner - Scrum.org (Nov 2021)
- Introduction to Financial Accounting - Coursera (May 2019)
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