Amber Sky
Forest Lake,MN
Summary
Dynamic Technical Support Analyst excelling in problem-solving and customer advocacy. Adept at analyzing issues and implementing process improvements, I leverage strong communication skills and data analysis to enhance client satisfaction and drive business growth.
Overview
14
14
years of professional experience
Work History
Technical Support Analyst
MarketVision Consulting Group LLC
Eden Prairie, MN
07.2019 - 03.2026
- Investigated problems to establish necessary troubleshooting strategies aimed at swift remediation.
- Delivered comprehensive remote assistance to cloud-based and web-based clients, ensuring effective communication via phone, email, and chat.
- Recommended continuous process improvements to effectively identify and address constraints and challenges within operations.
- Analyzed user-reported incidents to implement system changes and establish long-term solutions.
- Engaged with business users and analysts to comprehend system functionality and recommend creative solutions that fulfill business objectives.
- Facilitated clear communication and explanation of business requirements to ensure team understanding and implementation of functional demands.
- Conducted thorough internal system acceptance testing to validate enhancements and support operational efficiency.
- Cultivated strong relationships with customers and community to drive sustainable business growth.
- Enhanced customer satisfaction by proactively addressing complex issues and engaging in thorough inquiries.
- Facilitated communication between customers and internal departments to enhance service delivery.
- Facilitated superior customer satisfaction through empathetic engagement and prompt problem resolution.
- Designed and executed comprehensive client training materials.
Tier 1 Subject Matter Expert and QA
Revation Systems Inc.
Minneapolis, MN
05.2014 - 05.2019
- Provide subject matter expertise, knowledge of custom customer configurations within proprietary software cloud based solution.
- Responsible for training all new staff on proprietary software, both in person and remotely.
- Manage and triage customer requests, averaging 200 customer tickets per month and exceeding department expectations.
- Customer advocacy and retention, negotiate contract renewals and optimize product utilization.
- Implement and maintain a multimedia communication application for large organizations.
- Study and utilize ITIL for best practices.
- Produce weekly and monthly reports displaying the workload of Tier 1 support, assisting senior leadership in their decision to hire additional team members.
- Manage customer requests via multimedia application (telephone, chat, video) and email.
- Organize and conduct customer trainings and create customized documentation to enhance understanding and product utilization.
- Build and maintain strong customer relationships to maintain high levels of customer satisfaction.
- Configure custom telephone IVRs via SCXML for cloud based VoIP solution.
- Collaborate with software developers and system engineers to meet customer requirements and achieve enhancements.
- Utilize desktop recording tool SnagIt to create step by step instructional material for customers.
- Provide voice talent utilizing Audacity for custom IVRs and hold messaging for 20+ clients.
- Provide prompt remote assistance after hours for urgent business impacting issues.
- Invoicing and account reconciliation utilizing QuickBooks. Creating supporting documentation for invoices via Microsoft Excel.
- Maintain strict confidentiality and adhere to HIPAA.
- Data entry for ticketing and reporting through CRM Salesforce.
Administrative Assistant
Trust In Us Drug Alcohol and DNA Testing
Anoka, MN
07.2012 - 07.2014
- Invoicing customers and reconciling accounts via QuickBooks.
- Accounts receivable related tasks such as bank deposits and applying customer payments.
- Managed and maintained schedule for county ordered drug and alcohol testing.
- Trained new employees and interns on drug and alcohol testing procedures including DOT regulation specifications.
- Assisted in creating training documentation for federal and state regulations regarding work place drug and alcohol testing and DOT regulations.
Education
Associate of Applied Science - Medical Assisting
Anthem College
Saint Louis Park, MN2011
Skills
- Emotional Intelligence
- Creativity
- Collaboration
- Data Analysis
- Critical Thinking & Problem Solving
- Detail Oriented
- Teamwork
- Adaptability
- MS Office Excel
- Troubleshooting
- Leadership
- Project Management
- CRM
Timeline
Technical Support Analyst
MarketVision Consulting Group LLC
07.2019 - 03.2026
Tier 1 Subject Matter Expert and QA
Revation Systems Inc.
05.2014 - 05.2019
Administrative Assistant
Trust In Us Drug Alcohol and DNA Testing
07.2012 - 07.2014
Associate of Applied Science - Medical Assisting
Anthem College