Christopher Abrahamson
Buffalo,MN
Summary
With over 20 years of experience in technical and application support roles, I bring a wealth of knowledge and expertise. My strengths include account management, problem-solving, and troubleshooting, as well as mechanical apparatus and assembly positions. As an experienced sales support analyst, I have successfully worked on planning and implementing procedures to optimize production. My background encompasses real estate and insurance sales, along with hands-on experience in manufacturing, specializing in wide-format printers and geothermal heat pumps. Additionally, I have extensive experience in the restaurant industry, honing my skills in customer service and multitasking. I possess excellent working knowledge of iPads, iPhones, and other Mac devices, and I am well-versed in mobility support, including app installation and device syncing.
Overview
18
18
years of professional experience
Work History
CDCS Manager/PCA
Consumer Directed Community Support
03.2007 - Current
- Serve as personal care assistant for 22 year old adult with brain malformation
- Maintain documentation, modification, and provisions of CSP
- Communicate with county case worker, physicians, and Medicaid
- Set up and attend appointments for therapy and Medical
- Administer medications as directed by physicians
- Assist with personal, mobility, and therapeutic care needs
Enterprise Systems Monitoring Analyst
Peraton/USPS
03.2019 - 09.2024
- Monitor day to day operation of large scale computing infrastructure involving 300+ applications
- Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders
- Initiate and maintain critical incident bridges
- Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution
- Assist in triage and incident management with collection and analysis of performance metrics
- Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
- Monitor and execute incident and change requests
Support Analyst
The Right Staff
10.2018 - 03.2019
- Managed education software solutions, ensuring federal compliance and enhancing customer satisfaction
- Consulted customers on software strategies, improving optimization and resolution issues
- Support installation and manual processes, delivering satisfaction while adhering to policies
System Support Analyst TM Tools Support
Wells Fargo Bank
08.2017 - 10.2018
- A variety of duties, including user access setup, responding to user reported issues, logging tickets for tracking
- Escalating higher priority issues to the team for awareness
- Fast paced environment with fluctuating volumes, assist with documentation process for user setup
- Support internal Wells Fargo employees, Respond to every Issue within 30 minutes
- Use in house tracking tool WIDS, average inquires 50-60
- Skype as a Group Chat to stay connected with team members and Wells Fargo internal users
- MS CRM Dynamics to support the Serviceview2 application (migrating 3000 users from ServiceView 1)
- Attention to detail, strong written and verbal communication skills
- Outlook, MS Excel, Word, VCC Telephony support, WAM, SPARS, BOTS, ART user setup
- Outlook, MS Excel, Word, TMCD Communications
- SharePoint, CLEAR, Online Forms Exception Access, WIDSPlus, Serviceview, WCIS, CRM Complaints, CVIA Cash Vault
Service Team Member
National Recoveries
10.2016 - 07.2017
- Comprehensive education loan repayment solutions, including campus-based receivables and loan programs
- Management of loan repayment rates, government receivable management, tracing and asset location services
- Record information about financial status of borrowers and status of collection efforts
- Verify employment of borrowers and utilize Administrative Wage Garnishment (AWG) when appropriate
- Uphold the company policies and procedures that our philosophy is based upon: to consistently provide an exceptional experience for each individual we are charged with assisting through outstanding customer service, compassion, and the genuine desire to make a difference in the company and the lives of others
- Consult and counsel borrowers of the necessary actions and strategies for debt repayment
- Arrange for debt repayment or establish repayment schedules, based on individual borrowers’ financial situations, or provide next step actions for both parties
Driver Raw Materials
CCTransport Trucking
02.2015 - 08.2016
- Transportation of raw materials over land from gravel pit to manufacturing plant
- Inspect vehicles for mechanical items, safety issues and preform preventative maintenance
- Plan routes and meet delivery schedules, document log books, mileage, and fuel usage
- Comply with federal, state driving rules and regulations (size, weight, route designations, parking and break periods) as well as with company policies and procedures
- Maneuver vehicles into loading and unloading positions, collect and verify delivery tickets
- Obey traffic laws and follow established traffic and transportation procedures
- Maintain good client relations and provide customer satisfaction
Financial Software Support Analyst
Merge Health
04.2014 - 02.2015
- Own customer support experience and resolve customer issues
- Take control of support and resolution process
- Design and implement solutions to complex technical problems
- Provide direct input to help continue building the internal and customer facing knowledge base by documenting root cause and solution details for technical support issues
- Use of medical systems: RIS, PACS, HIS, and Electronic Claims submissions
- Network infrastructure and communication protocols
- Work with SQL, DB2 database technologies, Query and Scripting
- Work with DICOM and HL7 standards
- Salesforce ticketing and documentation
- Reports on open case issues, updates and escalations
- Work with development and engineering to provide clients with solutions to software and hardware issues
Education
A+ and Network+ Certifications -
New Horizons
01.2011
Windows, MS Office, DOS, MVS, JCL, JES2
Anoka/Hennepin Tech
01.1993
Skills
- Tremendous troubleshooting and customer service skills
- Exceptional written and oral communications
- Wide array of knowledge on various support platforms
- Professional knowledge and experience with mainstream operating systems and environments
- Excellent analytical ability, attention to detail, great multitasking skills and mechanically inclined
- Can quickly assimilate and act upon information
- Technical and inspirational communicator, strategic thinker and goal oriented
Accomplishments
- Generate income producing accounts of $70,000 to $100,000 monthly on average to maintain personal production goals.
- Implemented automated software upgrade procedure for over 2500 units which helped to save the company over $30,000.00 monthly and 80% annually.
- Developed overall Digital Content Strategy for customers.
- Supervised 15 RSEs on overnight shift and 30 RSEs and FSEs on weekend shifts.
- Maintain clean accident free driving record.
- Decreased the time frame for new content creation, development and deployment deadlines for clients while at 3M Digital.
Timeline
Enterprise Systems Monitoring Analyst
Peraton/USPS
03.2019 - 09.2024
Support Analyst
The Right Staff
10.2018 - 03.2019
System Support Analyst TM Tools Support
Wells Fargo Bank
08.2017 - 10.2018
Service Team Member
National Recoveries
10.2016 - 07.2017
Driver Raw Materials
CCTransport Trucking
02.2015 - 08.2016
Financial Software Support Analyst
Merge Health
04.2014 - 02.2015
CDCS Manager/PCA
Consumer Directed Community Support
03.2007 - Current
Windows, MS Office, DOS, MVS, JCL, JES2
Anoka/Hennepin Tech
A+ and Network+ Certifications -
New Horizons
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