Calvin Elliott
Lee's Summit,MO
Summary
Experienced Technical Solutions Analyst specializing in incident management and customer support. Led complex investigations and mentored teams to improve service delivery. Skilled in troubleshooting, incident management, and SQL database management, effectively resolving technical issues and enhancing system stability.
Overview
9
9
years of professional experience
Work History
Technical Solutions Analyst
Oracle
Lee's Summit, MO
03.2024 - Current
- Managed caseload of 10 active service requests, prioritizing critical client-impacting issues to meet SLA commitments and improve client satisfaction.
- Investigate and resolve complex technical issues by analyzing front-end workflows, capturing system data, and utilizing advanced troubleshooting tools to identify root causes.
- Conducted back-end analysis through log file review, SQL database queries, and database updates to remediate system defects and enhance stability.
- Collaborated cross-functionally with engineering, operations, and client teams to deliver timely resolutions, preventing recurrence of issues.
- Provided 24/7 production support through scheduled after-hours and weekend on-call rotations for high-severity incidents, ensuring minimal downtime.
Senior Solution Analyst
Oracle
Lee's Summit, MO
12.2022 - 03.2024
- Led complex troubleshooting investigations across front-end applications and back-end systems, resolving undocumented and high-impact defects.
- Identified recurring issue trends and proactively communicated findings to stakeholders, contributing to long-term system stability.
- Refined triage and escalation best practices using monitoring and diagnostic tools, enhancing resolution efficiency.
- Resolved undocumented issues, expanded internal documentation, and strengthened team effectiveness.
- Mentored team members, modeled client communication standards, and maintained thorough documentation of investigations.
Support Analyst
Cerner
Lee's Summit, MO
08.2019 - 12.2022
- Provided technical support to healthcare clients, resolving application and workflow issues to enhance user experience in a high-volume environment.
- Managed 40 inbound client calls daily, maintaining service quality and adhering to documentation standards.
- Monitored compliance with client access controls, quality standards, and notification policies to uphold service integrity.
- Cultivated expertise in healthcare system workflows and troubleshooting methodologies, enhancing clarity in client communications.
Sales Manager
Office Depot Inc
Lee's Summit, MO
07.2018 - 08.2019
- Drove technology sales to 122% of year-to-date targets through effective sales strategies, team training, and product knowledge development.
- Elevated store ranking from 15th to 2nd in district by optimizing operations and engaging team around key sales metrics.
- Coached service and support staff, enhancing customer satisfaction and team performance.
Customer Service Manager
Office Depot
Raymore, MO
05.2017 - 07.2018
- Increased overall customer satisfaction from 67% to 82% year-to-date by improving service processes, coaching staff, and resolving customer issues effectively.
- Managed daily customer service operations, elevating customer satisfaction and retention through proactive issue resolution and targeted team training.
- Designed and executed strategies that increased loyalty program enrollments and average order value, enhancing customer engagement and driving repeat business.
Education
Bachelor of Science - Business Administration And Management
University of Central Missouri
Warrensburg, MO05-2017
Skills
- Application support
- Incident management
- Technical troubleshooting
- SQL database management
- ITIL framework
- Workflow analysis
- Problem-solving
- Customer support
Awards
- Academy of Culture Award: Respect and Include
- 2020 & 2024 100% Client Satisfaction Award
- 2021 Award of Excellence
Timeline
Technical Solutions Analyst
Oracle
03.2024 - Current
Senior Solution Analyst
Oracle
12.2022 - 03.2024
Support Analyst
Cerner
08.2019 - 12.2022
Sales Manager
Office Depot Inc
07.2018 - 08.2019
Customer Service Manager
Office Depot
05.2017 - 07.2018
Bachelor of Science - Business Administration And Management
University of Central Missouri