Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
References
References
SoftwareDeveloper
JANELLE SELMER

JANELLE SELMER

Urbandale,IA

Summary

Methodical Application Support Analyst accomplished in working with both internal and external vendors to support SaaS applications using standard tools and frameworks. Strong troubleshooting, analytical, and communication skills.

Overview

9
9
years of professional experience
1
1
Certificate

Work History

Application Support Analyst

Alight Solutions
10.2022 - Current
  • Collaborate with developers, analysts, and project managers to expedite incident resolutions.
  • Perform software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Utilize ServiceNow and JIRA to track, maintain, and update trouble tickets.
  • Provide support in constructing relationships within the customer base to produce opportunities for expansion and growth.
  • Manage on-call support for web- and client-based applications, files, and data feeds to prevent impact on the business.
  • Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.

Technical Support Specialist

Arcoro
11.2019 - 10.2022
  • Maintained a 97% satisfaction rating over 24 months as a Technical & Software Support Specialist
  • Served as Subject Matter Expert for specific modules in SaaS for internal and external clients
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.

Operations Support Specialist

DHI Group, Inc
02.2015 - 11.2019
  • Chosen by leadership to assist with new hire training and to work on special projects for the Operations team.
  • Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Education

Cyber Security Certificate - Information Technology

Maryville University
Ohio, United States
06.2025

Skills

  • Troubleshooting and Diagnosing
  • Configuration Management
  • Incident Management
  • Defect Identification
  • Disaster Recovery
  • Ticket management
  • Software Debugging
  • ServiceNow
  • SQL
  • JIRA
  • MS Office

Certification

  • AWS Certified Cloud Practitioner, Amazon - August 11, 2023, through August 11, 2026. Verification code: WQEYS3327EE11HGV

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Application Support Analyst

Alight Solutions
10.2022 - Current

Technical Support Specialist

Arcoro
11.2019 - 10.2022

Operations Support Specialist

DHI Group, Inc
02.2015 - 11.2019

Cyber Security Certificate - Information Technology

Maryville University
  • AWS Certified Cloud Practitioner, Amazon - August 11, 2023, through August 11, 2026. Verification code: WQEYS3327EE11HGV

References

References available upon request

References

References available upon request
JANELLE SELMER