Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Brianna Thomas

Kennesaw,Georgia

Summary

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Gifted at handling issues ranging from minor software misconfigurations to critical database errors. Offering 9 years of experience in the Information Technology industry.

Overview

10
10
years of professional experience

Work History

Interface Support Analyst II

MERIDIAN COOPERATIVE
07.2018 - Current
  • Assist customers in building simple queries using SQL Developer
  • Break down and evaluated user problems, using test scripts, personal expertise and probing questions
  • Create queries to research, analyze, and troubleshoot data and to create business reports
  • Capture details of support requests and resolution in ticketing system Microsoft Dynamics CRM
  • Collaborate with multiple departments such as DBAs, Development, Systems and Networking to resolve critical and noncritical issues
  • Display courtesy and strong interpersonal skills in all customer interactions
  • Document all communications within CRM for further evaluation
  • Follow up with customers to verify resolution of reported issues
  • Gather customer information via phone, email, and CRM and determine the issue by evaluating and analyzing the symptoms
  • Inform customers about the resolution progress of escalated issues
  • Identify, triage and escalate issues to internal personnel along with clear outline of problems and technical detail.
  • Mentor/Train all hires new to the team
  • Manage and prioritize multiple projects simultaneously, worked independently and drive results
  • Respond to emails and telephone support requests within 2 to 24 hours of customer contact
  • Report system bugs and database errors within JIRA
  • Research proprietary issues on virtual and physical servers
  • Review log files for communications issues between company software and third-party software
  • Reviews logs on both physical server and Linux via Jumpshot
  • Serve as an on-call resource as a Level 2 member of the team
  • Use problem-solving skills to investigate/solve a broad range of Issues
  • Use knowledge of data to provide table information to customers
  • Use SQL knowledge to query the database while working through cases
  • Utilize Oracle SQL Developer to review the PLSQL Logs for errors to escalate to the Database
  • Administrators
  • Utilize Oracle SQL Developer to monitor processing files and summarization jobs daily
  • Work closely with development and Database Administrators to resolve high-level tickets
  • Write and Execute SQL queries using programs such as Oracle SQL Developer and SuperPuTTY

Product Support Specialist

LINDEN LAB
02.2017 - 06.2018
  • Supported new product (Sansar) in startup location
  • Gathered customer's information and determine the issue by evaluating and analyzing the symptoms via email and live chat
  • Captured details of support requests and resolution in ticketing system Zendesk
  • Displayed courtesy and strong interpersonal skills in all customer interactions
  • Informed customers about the resolution progress of escalated issues
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Managed and maintained online store inventory of over 500 items
  • Mentored/Trained coworker on tier 1 team
  • Resolved registration issues, reset passwords, and configure access for users
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Respond to emails and telephone support requests within 2 to 24 hours of customer contact
  • Reported system bugs in JIRA Software
  • Researched issues on Windows Operating Systems (Windows 7, Windows 8, Windows 10)
  • Reviewed log files for issues regarding installs and in-client issues
  • Supported customers with online billing and account issues
  • Tested new releases along with new features
  • Used problem-solving skills to investigate/solve a broad range of issues
  • Worked closely with Engineers and QA to resolve high-level tickets

Technical Support Representative

AGENCY INFORMATION SYSTEMS, INC
10.2015 - 01.2017
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Followed standard processes and procedures as identified in company support manuals
  • Responded to emails and telephone support requests within 2 hours of customer contact
  • Developed and maintained successful relationships with service providers and customers
  • Determined if issues can be resolved by adjustments to software or business processes
  • Delivered services and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • Interacted with customers to provide and process information in response to inquiries, concerns, and requests about existing products and services
  • Documented transactions and support interactions for future reference
  • Gathered customer's information and determined the issue by evaluating and analyzing the symptoms
  • Researched issues on Windows Operating Systems (Windows XP, Windows 7, Windows 8,
  • Managed high levels of call flow and responded to 250 customers as the only support rep
  • Loaded software, granted permissions and configured hardware for vendor's new employees as part of onboarding process
  • Windows 10)
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Resolved a minimum of 25 technical support issues per day on local machines and the Microsoft Azure servers
  • Captured details of support requests and resolutions in ticketing system Method CRM and
  • Zendesk for training and trend analysis purposes

System Specialist/ Implementer

INTERGRAPH CORPORATION
01.2013 - 08.2015
  • Participated in a project for Public Safety Division to launch Intergraph's 2013 (WebRMS) Web- based Records Management System by creating and presenting training documentation
  • Participated in 2 teams to provide quality assurance for the launch of new and mature products
  • Created and distributed product documentation that consists of presentation slides, system scenarios, hands-on activities, and detailed training manuals to 10 clients and up-and-coming clients
  • Publicized completed training documentation for external and internal use
  • Created and produced data mapping for the data being mapped from the legacy system to the acquired product
  • Installed software on Virtual Machines for clients and end-users
  • Wrote Interface Control Documents for multiple public, private, and government agencies
  • Actively communicate with customers to complete training on installed software
  • Collaborated with team members on strategies and market trends for the installation of software
  • Produced data conversions by using Pervasive scripting software to transfer data from legacy systems to acquired software supported by Microsoft SQL Server
  • QA (Quality Assurance) newly updated versions of records management software
  • Tested records management software features across various browsers
  • Maintained the highest level of customer service within the company

Education

BBA - Management Information Systems

The University of Alabama
12.2012

Skills

  • Communication
  • Confluence
  • Customer Service
  • Internal and External Training
  • JIRA
  • Linux
  • Microsoft Dynamics CRM
  • Microsoft SQL Server
  • Microsoft Windows and Office
  • Oracle SQL Developer
  • Quality Assurance
  • Organizational Skills
  • Software Documentation
  • SuperPuTTy
  • Software Installation
  • SQL (structured query language)
  • Training Documentation
  • Tracking and Documentation
  • Training & Development
  • Troubleshooting
  • Window Operating System
  • Zendesk

Accomplishments

  • Orange Ribbon nomination at Meridian Cooperative for contribution to Customer Service
  • Recognition from Intergraph for completing training documents for 4 different product releasesafter launch
  • Continued recognition for my Excellent Customer Service interaction at Meridian Cooperative
  • Completed SQL Level 1 Introduction course with Emory Continuing Education
  • Completed SQL Bootcamp, Advance SQL Bootcamp, Jr
  • DBA Bootcamp, and Pivots in SQL
  • Workshop with eXcelerate

Timeline

Interface Support Analyst II

MERIDIAN COOPERATIVE
07.2018 - Current

Product Support Specialist

LINDEN LAB
02.2017 - 06.2018

Technical Support Representative

AGENCY INFORMATION SYSTEMS, INC
10.2015 - 01.2017

System Specialist/ Implementer

INTERGRAPH CORPORATION
01.2013 - 08.2015

BBA - Management Information Systems

The University of Alabama

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