Candace Briggs
Windermere,FL
Summary
Product Support Analyst skilled at rapidly troubleshooting client issues and quickly applying effective solutions. Adept at handling issues ranging from minor software bugs to client-facing integration and configuration builds. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
6
6
years of professional experience
Work History
TECHNOLOGY SUPPORT ANALYST - CONFIGURATION/INTEGRATION
RANDSTAD SOURCERIGHT
07.2021 - Current
- Responsible for first, second, and third-level VMS/SaaS software support for a portfolio of clients using Freshservice ticketing system, which includes VMS configuration, integration workflow, data architecture, and system maintenance requests
- Responsible for configuring, testing, and implementation of system enhancements to meet business requirements
- Investigate/troubleshoot issues and system bugs to determine root cause analysis
- Guide end users through troubleshooting steps and document system workflows
- Train Project Managers, Technology Support Analysts, and Data Analysts on system functionality
- Understanding of connection endpoints/SFTP transfer and Fieldglass Configuration Manager needed to update subscriptions and set up SFTP transfers, escalating to software provider as needed
- Update and improve toolkit and knowledge base
MSP SPECIALIST
RANDSTAD SOURCERIGHT
07.2021 - 12.2021
- Accountable for implementing and delivering a successful managed services program strategy to meet/exceed targets
- Worked on strategic projects relating to process improvement, streamlined processes, and facilitated daily operations of MSP staff augmentation
- Managed delivery of products/services to achieve agreed end result
- Budget accountability & goals/objectives management
- Trained new team members on account processes and documented processes in guides/manuals as well as training videos
- Met with key department contacts and managers to assess business needs, requirements, and overall satisfaction with service levels
- Partnered with vendors/suppliers to fulfill requirements and monitored compliance with contractual obligations
- Contributed to supplier onboarding efforts, strengthening supplier relationships and providing assistance as needed.
ACCOUNT MANAGER
NCR CORPORATION
05.2021 - 07.2021
- Project Management for Client Onboarding/Support
- Proactively supported and managed independent retailers for immediate success by facilitating the implementation process for ecommerce software as well as troubleshoot issues, etc
- Managed ticketing queue in Zoho Desk for technical issues and resolved in a timely manner
- Assisted software development team with updating API keys in Apple Developer to ensure client's application was updated and running with appropriate software version
- Managed coordination and completion of projects on time and worked directly with clients to ensure deliverables fell within applicable scope
- Utilized project management software to track projects
- Assisted with solving technical problems and ensured smooth adoption of products and services
- Tracked all issues in CRM/BugTracker/Project
- Trained customers to use tools in e-commerce platform
- Evaluated and suggested updates for knowledge base and self-service tools
- Met with developers/subject matter experts to thoroughly understand product functionality and created knowledge base articles based on software release notes and discussions
- Documented key processes to create guides and manuals, which included how-to guides, in-depth process manuals, FAQ documentation, use cases, and step-by-step guides
- Researched previous instances and resolutions to issues and documented operating procedures
- Assisted Quality Assurance team with identifying bugs and partnered with technical team for resolution.
ACCOUNT MANAGER/MSP OPERATIONS/PROGRAM COORDINATOR
RANDSTAD SOURCERIGHT
11.2017 - 04.2021
- Created and implemented extensive onboarding and account management trackers for process improvement, reducing time-to-fill metric
- Provided exceptional customer service to large client via emails, client visits, and telephone conversations with intent to exceed expectations
- Built and maintained client relationships via telephone conversations, emails, and client visits
- Conducted training webinars on SaaS vendor management system (Fieldglass) and created training manuals/standard workflows to distribute to suppliers, employees, and/or other account teams for implementations as well as existing users
- Created ad-hoc reports and analyzed market data for appropriate employee compensation using Excel
- Assisted client with several large-scale projects as well as managed/facilitated internship program
Education
Bachelor of Science - General Science/Biology
Central Connecticut State University
Skills
TECHNICAL SUPPORT
- Ticketing Software (Freshservice, Desk)
- SFTP Transfers
- Basic HTML/SQL
- Software Troubleshooting
- Integration Design/Testing/Maintenance
- Configuration Questions/Issues
- Reporting Questions/Issues
- Software Implementation and Onboarding Support
- Web Services/API
- Single Sign-On (SSO)
QUALITY ASSURANCE TESTING
- Test Scripts/Cases
- Regression Testing
TECHNICAL WRITING
- Toolkit/Knowledge Base Updates
- Creation of Guides/Manuals/SOPs
- Proofreading
SOFTWARE TRAINING
- Technology Demonstrations
- System Functionality Training
ONBOARDING/PROJECT MANAGEMENT
- Project Management Software (Zoho Desk, Trello)
- Requirements Gathering
- Process Flows
- Organizational and Time Management
- Client-Facing Meetings
Professional Development
- Randstad Lean White Belt training
- Udemy - IT Help Desk Professional
- Udemy - IT Troubleshooting Skill Training
- Udemy - The New Trainer's Guide to Creating End User Documentation
- Udemy - Process Flowcharts & Process Mapping
- Udemy - API and Web Service Introduction
- Google IT Support Professional Certificate - Technical Support Fundamentals
- Beeline System Certification Level II
Timeline
MSP SPECIALIST
RANDSTAD SOURCERIGHT
07.2021 - 12.2021
TECHNOLOGY SUPPORT ANALYST - CONFIGURATION/INTEGRATION
RANDSTAD SOURCERIGHT
07.2021 - Current
ACCOUNT MANAGER
NCR CORPORATION
05.2021 - 07.2021
ACCOUNT MANAGER/MSP OPERATIONS/PROGRAM COORDINATOR
RANDSTAD SOURCERIGHT
11.2017 - 04.2021
Bachelor of Science - General Science/Biology
Central Connecticut State University
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