John Anderson
Roseville,CA
Summary
Quality-focused IS professional with 15 years of experience providing SaaS Application support. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Outstanding customer service skills in resolving technical issues and educating end users.
Overview
16
16
years of professional experience
Work History
IS Application Support Analyst
American Pacific Mortgage
Rocklin, CA
02.2021 - Current
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Respond to new requests and resolve mortgage loan setup questions along with technical issues related to Encompass for Bankers software Loan program system within established SLA by providing remote support.
- Thoroughly document & update all tickets with current status and progress while maintaining contact with affected users until issue is resolved.
- Develop and maintain internal knowledge base to reduce ticket active status allowing team to resolve user issues more quickly and effectively.
Technical Support Specialist
Certent
Roseville, CA
09.2019 - 02.2021
- Worked directly with company's Stock Plan Administrators to troubleshoot setup issues, user errors and provide necessary training
- Document all communication related to support inquiries and issues using NetSuite CRM tool
- Escalate reported issues including steps to reproduce and confirm resolution when issue is resolved
- Maintain knowledge on new and changing Tax Rules for all supported stock options types.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
System Support Analyst Lead
One Inc.
Folsom, CA
05.2014 - 08.2019
- Identified and resolved problems through root cause analysis and research.
- Triaged technical problems and answer support questions for multiple SaaS products and log all communications and essential information
- Conduct testing, review, and analysis of reported issue(s) related to applications and API integrations
- Provided detailed comments and update all tickets regularly following incident management procedures and escalating to appropriate personnel when needed all while following current SLA guidelines
- Provide training to all new Digital Payments customers as part of companies onboarding process along with follow up training for existing customers around use of new features and functionality
- Act as technical point of contact between company and 3rd party vendors for IT services
- Execute new product release management on monthly basis, help facilitate fix requests to meet customer needs, testing of new system enhancements, review and disseminate release notes to customers
- Work in team environments that span functional and geographic boundaries.
Senior Support Analyst
Trimble Navigation International Ltd, John Anderson
02.2012 - 05.2014
- Provide comprehensive technical support services to support customers
- Identify early symptoms, patterns and solutions for upcoming technology challenges
- Deals effectively with stressful situations focusing on the best outcome for the Client
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions
- Educated clients on new products or services to increase customer engagement with brand
Technical Support Team Lead
ACTIVE Network
06.2005 - 11.2010
- Lead team of remote support team members
- Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Provided team with vision of the project objectives, Motivated and inspired team members,
- Coached and helped develop team members
- Provide first application level phone/email support to customers on the Active Network
- Analyze problems, answer questions and provide training about the software
- Identify, test, and identify workarounds for bugs
- Configure, install, update desktops, laptops, peripherals based on client service requests or otherwise assigned
- Perform desktop application installations, upgrades, and support & maintenance
- Supported local and remote staff throughout the US.
Education
Bachelor's - Telecommunications Management
DeVry University
Fremont, CA03.2002
Skills
- SaaS Application support
- User training
- Performance Optimization
- Training documentation development
- Configuration management
- UAT support
- API integrations
- Customer service expert
Timeline
IS Application Support Analyst
American Pacific Mortgage
02.2021 - Current
Technical Support Specialist
Certent
09.2019 - 02.2021
System Support Analyst Lead
One Inc.
05.2014 - 08.2019
Senior Support Analyst
Trimble Navigation International Ltd, John Anderson
02.2012 - 05.2014
Technical Support Team Lead
ACTIVE Network
06.2005 - 11.2010
Bachelor's - Telecommunications Management
DeVry University
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