Leon Hughes
Gary,Indiana
Summary
Application Support Speacialist with strong background in clinical product implementation and customer education. Delivered smooth initiation during go-live and long-term satisfaction through personalized support. Offered latest customer training information, sharing innovations and new product features.
Overview
20
20
years of professional experience
Work History
Application Support Specialist
Fidelity Information Services, FIS
Chicago, IL
02.2000 - 10.2019
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Answered software and clinical application questions with detailed explanations and examples.
- Conducted workflow analysis, space design or cost comparison analysis.
- Identified root causes of application errors and implemented solutions to prevent recurrence.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Resolved user inquiries related to software applications via telephone and email.
- Provided application support and maintenance for clients, troubleshooting any issues that arose.
- Interfaced with third party vendors when necessary for resolution of escalated issues.
- Incorporated Big Data analytics technologies such as distributed batch processing to large-scale application support planning.
- Created detailed technical documentation including flowcharts, diagrams, and process maps.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Developed scripts to automate routine tasks and improve system performance.
- Supported sales team with marketing by assisting with product demonstrations.
- Assisted in developing strategies for improving user experience with existing applications.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Offered go-live support during critical activation period for smooth implementation.
- Communicated with clients to discuss project milestones, provide status reports and answer questions.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Implemented access control policies within the network infrastructure as required by client needs.
- Participated in software testing, writing test cases and scenarios to improve future training.
Education
Some College (No Degree) - Information Technology
FIS Collegiate Training
Skills
- Application Development
- Performance Optimization
- Product Configuration
- Hardware and Engineering Knowledge
- Compliance Understanding
Affiliations
- I am currently employed by Ford Motor Company my start date was 02/28/2022 and I am currently empoyed by Ford.
Timeline
Application Support Specialist
Fidelity Information Services, FIS
02.2000 - 10.2019
Some College (No Degree) - Information Technology
FIS Collegiate Training
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