Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Jennifer Buchan

Jennifer Buchan

Willow Springs,NC

Summary

Experienced Application Support Analyst skilled in technical support and vendor coordination. Known for resolving complex issues efficiently while maintaining high customer satisfaction. Eager to leverage strong problem-solving abilities to drive improvements in application performance. Results-driven professional with a solid background in healthcare application support. Known for effective communication and technical documentation skills, contributing to high customer satisfaction and streamlined issue resolution.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Application Support Analyst

Acadia Healthcare
Franklin, TN
12.2021 - 12.2024
  • Delivered comprehensive technical support for healthcare applications, resolving user inquiries efficiently.
  • Troubleshot complex application issues in collaboration with network engineering and database administration teams.
  • Coordinated with vendors to ensure prompt resolution of software-related problems.
  • Implemented software updates and enhancements alongside IT teams to improve application performance.
  • Resolved customer queries through phone, email, chat, and remote desktop tools.
  • Updated technical support documentation based on common interactions and known software issues.
  • Deployed new application versions according to customer specifications.

Tier 2 Technical Support Specialist

Acadia Healthcare
Franklin, TN
12.2019 - 11.2021
  • Provided advanced technical support for electronic health record systems to optimize user experience.
  • Diagnosed and resolved software issues for healthcare applications to ensure operational continuity.
  • Documented troubleshooting steps and solutions in knowledge base for future reference.
  • Escalated complex issues to Tier 3 support teams to expedite resolution processes.
  • Demonstrated expertise in systems management, security, and networking while adhering to best practices.
  • Resolved customer complaints promptly to maintain high satisfaction levels.
  • Met statistical metrics for ticket quality, first call resolution, attendance, and productivity.
  • Trained lower-level support staff by documenting problems and solutions effectively.

Education

Master of Science - Sociology

North Carolina State University
Raleigh, NC
12-2013

Associate of Science -

Columbia State Community College
Columbia, Tennessee, TN
12-2018

Skills

  • Application troubleshooting
  • Healthcare application support
  • Software updates and maintenance
  • Database management
  • Vendor coordination
  • Customer relationship management
  • Technical documentation
  • Clinical application support
  • Problem solving
  • Effective communication

Certification

A+ Certified

Timeline

Application Support Analyst

Acadia Healthcare
12.2021 - 12.2024

Tier 2 Technical Support Specialist

Acadia Healthcare
12.2019 - 11.2021

Master of Science - Sociology

North Carolina State University

Associate of Science -

Columbia State Community College
Jennifer Buchan