John Anderson
Atlanta,GA
Summary
Accomplished, achievement-driven and results oriented professional with many years of diverse and comprehensive skills in technical business management field.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Application Engineer
Zuora
Atlanta, GA
03.2021 - Current
- Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance
- Managed SaaS environment for application delivery, Cloud Services, Case Management, Payments Administration, Salesforce, Zendesk, Billing, Rest API, Kibana, Jira, Confluence, API, Basic SQL
- Analyze, track and resolve customer issues to ensure the highest level of client satisfaction
- Prioritize based on severity and customer impact
- Handle sensitive escalation issues and conflicting/competing priorities
- Maintain product knowledge of new functionality and compliance changes
- Documented solutions in Community articles, facilitating knowledge sharing on configuration, customization, and integration
- Ensured optimal customer service, enhancing client satisfaction and retention
Software Analyst III
Fiserv (Clover Division)
Atlanta, GA
09.2018 - 03.2021
- Oversaw management of merchant accounts, coordinating configuration and implementation processes for hardware and software solutions
- Act as a liaison between clients and clover engineers on high priority technical incidents
- Assisted clients with implementation, training, configuration, and testing of Clover software to ensure successful adoption
- Analyzed financial transactions and conducted deposit investigations using financial banking principles to resolve discrepancies
- Environment: Clover (SAAS), Cloud Services, Case Management, Financial Tech Network Administration, Salesforce, Remedy, MSA, Outlook, Android, IOS, Point of Sale Hardware
Technical Business Analyst (Project Position)
Service Central Technologies
Atlanta, GA
03.2018 - 08.2018
- Managed client organization's direction, structure, and business requirements to align with strategic goals
- Gathered and analyzed client information, data, and software requirements for informed decision-making.
- Prepared business requirements, specifications, and process/workflow documentation to ensure clarity and alignment among stakeholders.
- Environment: Software Configuration, Business analysis, Ticketing system, Admin tools, Change management, Excel, Word, Visio
Network Operations (Contractor)
AT&T Mobility (Cricket Division)
Atlanta, GA
12.2016 - 01.2018
- Managed escalated network cases related to AT&T network and devices, ensuring prompt resolution of critical issues.
- Collaborated with rf engineers, network admins, and executives on mission-critical issues to facilitate swift problem-solving.
- Monitored tower activity and performance using various network monitoring tools to ensure optimal network functionality.
- Environment: Network monitoring tools, Ticketing system, Admin tools, Change management, Excel, Word
Software Support (Remote: Flexible Scheduling Position)
Zendesk
Atlanta, GA
10.2013 - 03.2017
- Handled 20-25 cases daily, resolving application management and support issues to enhance user experience.
- Supported clients in application integration with Jira, Salesforce, and Zendesk, ensuring seamless functionality.
- Collaborate with product managers, software developers and executives on software enhancement
- Environment: Application Management, Ticketing system, Admin tools, Zendesk, Jira ,Salesforce Visio, Microsoft project
Senior Specialist- Technical Product Manager
AT&T Mobility
Atlanta, GA
11.2009 - 05.2015
- Liaised with clients and AT&T engineers to resolve high-priority technical incidents.
- Collaborated with clients, vendors, and AT&T departments to address concerns regarding AT&T network and products.
- Communicated with local management, including directors and area managers, on issues impacting AT&T network and products.
- Environment: Project Management, Case management, Vendor Management, Cloud services, Apple IOS, Android, Mobile Windows, LTE, MMS, SMS, Voice Over Internet Protocol
Education
Bachelor of Science - Computer Science
Morris Brown College
Atlanta, Ga01-2001
Skills
- SaaS management
- Cloud services
- Cloud Computing
- AWS
- API integration
- API Management
- Implementation
- Software Support
- Payment Processing
- Transaction Management
- Technical Account Management
- Product Management
- Problem solving
- Conflict resolution
- Time management
- Application Diagnostics
- API Management
Certification
AWS Certified Cloud Practitioner 2019, Zuora Certified Administrator 2021
Timeline
Application Engineer
Zuora
03.2021 - Current
Software Analyst III
Fiserv (Clover Division)
09.2018 - 03.2021
Technical Business Analyst (Project Position)
Service Central Technologies
03.2018 - 08.2018
Network Operations (Contractor)
AT&T Mobility (Cricket Division)
12.2016 - 01.2018
Software Support (Remote: Flexible Scheduling Position)
Zendesk
10.2013 - 03.2017
Senior Specialist- Technical Product Manager
AT&T Mobility
11.2009 - 05.2015
Bachelor of Science - Computer Science
Morris Brown College