James Rich
Urbana,IA
Summary
Dedicated Technical Application Support Specialist with a strong focus on customer satisfaction, technical troubleshooting, and problem resolution. Proven ability to streamline processes and mentor junior staff.
Overview
18
18
years of professional experience
Work History
Technical Application Support Specialist
UnityPoint Health - Corporate
2008.01 - Current
- Provided technical support for application users, resolving issues efficiently and enhancing user satisfaction.
- Collaborated with cross-functional teams to implement system updates and improve application functionality.
- Trained new staff on application usage, fostering a culture of knowledge sharing and continuous learning.
- Analyzed user feedback to identify trends, driving improvements in application performance and usability.
- Developed documentation for troubleshooting processes, ensuring consistent support across the team.
- Mentored junior staff in best practices for application support, contributing to team development and expertise growth.
- Strategized solutions for complex technical issues, aligning outcomes with organizational goals and user needs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Played a key role in major system migrations by providing hands-on technical assistance throughout the planning and execution phases.
- Optimized system performance by recommending hardware upgrades or configuration adjustments based on usage patterns and load testing results.
- Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, training sessions.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Improved customer satisfaction by providing timely and efficient support for various applications.
Education
High School Diploma -
Shasta College
Redding, CA2001-08
High School Diploma -
Central Valley High School
Shasta Lake, CA1983-08
Skills
- Customer assistance
- Problem resolution
- Customer support
- System monitoring
- Software installation
- Application support
- Security protocols
- Maintenance and troubleshooting
- Technical support
- User training
- Compliance
- Server management
- Configuration management
- Application maintenance
- Application implementation
- Ticket management
- Trouble ticket maintenance
- Application monitoring
- Client service requests
- Application upgrades
- Troubleshooting documentation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Network support
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Remote technical support
- Remote support
- Help desk support
- Desktop support
- Friendly and patient
- Troubleshooting network issues
- Task prioritization
- Technical issues analysis
- Self motivation
- Hardware and software repair
- Technical troubleshooting
- Interpersonal skills
- Analytical thinking
- Customer service expert
- Highly professional
- Goal setting
Timeline
Technical Application Support Specialist
UnityPoint Health - Corporate
2008.01 - Current
High School Diploma -
Shasta College
High School Diploma -
Central Valley High School