Gairy Muir
Monroe,GA
Summary
Experienced Support Analyst with 6+ years of experience in problem-solving and providing excellent communication and listening skills. Able to effectively analyze and resolve technical issues, ensuring customer satisfaction. Proven track record of successfully troubleshooting complex problems and delivering timely solutions. Strong ability to collaborate with cross-functional teams and adapt to rapidly changing environments. Seeking an opportunity to leverage skills and experience to contribute to the success of a dynamic organization.
Overview
8
8
years of professional experience
Work History
Marketplace Lending Support Analyst
Cross River Bank
02.2023 - 10.2023
- Handled customer inquiries and provided technical solutions to their problems in the Fin-tech market
- Developed templates and logs that improved problem-solving times for the team
- Maintained daily contact with project managers and IT personnel to ensure timely status updates
- Answered staff software and application questions via multiple communication channels
- Provided technical support for remote users and offices
- Collaborated with internal and external stakeholders to develop and implement strategies to grow and expand the market for marketplace lending services
- Analyzed market trends and competitor offerings to identify areas of improvement and develop strategies to enhance the bank's marketplace lending services
- Provided data-driven insights and analysis to identify opportunities for improving customer experience in the Fin-tech market.
Support Analyst
NCR
03.2019 - 11.2022
- Developed and maintained a deep understanding of NCR software products and systems in order to provide effective technical support to customers.
- Analyzed customer issues and provided prompt and effective resolutions to ensure high levels of customer satisfaction.
- Conducted regular training sessions to enhance the technical knowledge of support analysts and reviewed information to ensure the latest up-to-date NCR software products and systems.
- Collaborated with cross-functional teams to identify and resolve technical issues impacting customer experience.
- Collaborated with cross-functional teams to gather feedback and identify areas for improvement in NCR software products and systems.
- Prepared and maintained documentation and knowledge base articles for troubleshooting common customer issues and solutions.
- Proactively identified opportunities for process improvements and proposed solutions to enhance the efficiency and effectiveness of technical support operations.
UAT Analyst
AT&T
05.2015 - 03.2019
- Conducted user acceptance testing to ensure the quality and functionality of AT&T's software applications
- Identified and recommended improvements to enhance the user acceptance testing (UAT) process by utilizing data analytics and automation tools
- Collaborated with cross-functional teams to gather requirements and define acceptance criteria for software applications
- Analyzed the results of user acceptance testing and provided recommendations for improvements to enhance the quality and functionality of AT&T's software applications
- Provided feedback on the usability and user experience of AT&T's software applications during user acceptance testing
- Created and maintained comprehensive documentation of user acceptance testing processes and procedures for AT&T's software applications.
Education
Bachelors Degree - Business Administration and Management
Liberty University
Lynchburg, VASkills
- Problem-solving
- Communication
- Collaboration
- Troubleshooting
- Analytical
- Time Management
- Data Analysis
- Customer Support
- Quality Assurance
- Project Management
- Technical Support
- User Account Management
- Support Ticketing Systems
- Internal Technical Communications
- System Standards Documentation
- Application Support
Timeline
Marketplace Lending Support Analyst
Cross River Bank
02.2023 - 10.2023
Support Analyst
NCR
03.2019 - 11.2022
UAT Analyst
AT&T
05.2015 - 03.2019
Bachelors Degree - Business Administration and Management
Liberty University
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