Melissa Dunlap
Summary
Experienced IT professional possessing strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Highly skilled at analyzing issues from an end user perspective. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Software Support Analyst
Healthfully
10.2020 - Current
- Create, customize, and maintain Jira Service Management project for Support department
- Develop and maintain automation workflows for Jira Service Management
- Develop templates, complex workflows including project workflows, screen schemes, permission schemes and notification schemes in Jira
- Conduct training on Jira Service Management portal for clients to create and track issues; develop documentation for clients to reference
- Compile report of KPIs to provide to executive team
- Gather requirements and configure system to client specifications
- Perform database queries using SQL; implement minor changes to client information via database
- Diagnose, troubleshoot, and resolve application/device questions and potential issues
- Assist end users in navigating the system, resolving technical issues related to data and/or the system itself
- Create tickets and escalate issues to development as needed; documenting step-by-step process for duplication of reported issue
- Perform QA testing after development fixes
- Coordinate and perform user training and in-depth data analysis
- Responsible for improvements to the internal support infrastructure helping to refine internal procedures with the intent to further improve client satisfaction.
- Skilled at working independently and collaboratively in a team environment.
Technology Systems Administrator II
Buncombe County Government
03.2019 - 09.2019
- Perform requirements gathering and business needs assessments
- Ensure compliance with all organizational policies and procedures
- Facilitate meetings with departments and end-users to improve or maintain service levels
- Create and maintain project documentation including software specifications/requirements
- Coordinate vendor and internal resources prior to and during application upgrades
- Coordinate system downtime with affected end-users to minimize interruption of service
- Perform system testing and gain user approvals to move upgrades and production environments
- Implement, configure, and maintain new vendor-delivered modules, features, enhancements
- Configure system in accordance with all end-user and internal requirements
- Provide end-user support, including investigating problems, determining root causes and recommending solutions
- Create, document, and escalate support ticket/cases submitted with vendors
- User account administration including security permissions and audits of user accounts and permission levels
- Create and maintain standard operating procedures for end-users
- Maintain knowledge of application systems development and associated life cycle
- Recommend system changes and enhancements.
Software Support Engineer
Amber Road
07.2013 - 08.2016
- Manage case workflow using Customer Relations Management software (SalesForce)
- Responsible for the timely and accurate creation of support cases
- Responsible for responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversation
- Support complex Trade Compliance and Logistics software (SaaS) issues using email/phone or WebEx
- Research/replicate issues to identify root cause and/or potential workarounds
- Open internal bugs (tickets) for software issues and enhancements
- Collaborate with teams in multiple departments to address application issues
- Prioritize case assignments during peak volume periods
- Escalate to support management when needed
- Resolve account maintenance inquiries by taking direct ownership of support cases
- Ensure cases actions are performed to ensure Services Level Agreements are achieved
- Monitor support staff cases to ensure timely follow-up and resolution
- Create SalesForce reports to aid in production monitoring
- Analyze EDI messages for syntax errors using SpecBuilder
- Use SQL to search through multiple databases
- Use Putty to navigate file system
- Create technical documentation
- Assist clients with Supply Chain Visibility requests and issues
- Assist clients with Trade Compliance questions and requests.
Computer Operations Specialist (Data Center)
SAS Institute
02.2011 - 07.2011
- Responsible for coordination of severity 1 problems in a 24x7 environment within the data center facility
- Continuous analysis of backup processes, system monitors, production jobs, network, application and servers for availability in support of internal and external customers
- Operate all computers within the data center, monitoring any consoles and/or software attached to the computer systems
- Recognize job errors and determine actions to be taken
- Run advanced jobs on the mainframe
- Recognize and resolve problems using documentation and/or ISD and vendor support
- Perform system procedures including IPL, shutdowns, power-on/resets, and backup of all systems using appropriate documentation
- Assist with installation and modification of software products on the network as needed
- Maintain proficiency in emergency procedures
- Participate in meetings with users of Data Center services and with other ISD departments to discuss problems, inviting suggestions, and gathering information.
Education
Associates - Engineering/College Transfer
Wake Technical Community College
Raleigh, NC 01.2007 - 12.2008
Bachelors - Business and Information Technology -
EAST CAROLINA UNIVERSITY
Greenville, NC12.2010
Certificate - Computer And Information Systems Security
Asheville Buncombe Technical Community College
Asheville, NC 01.2023 - Current
Certificate - Cyber Forensic Analyst
Asheville Buncombe Technical Community College
Asheville, NC 08.2023 - Current
Skills
- Systems Administration
- Software Support
- Jira Administration
- Salesforce
- Slack
- HTML
- CSS
- SQL
- Python (basic)
- XML
- Windows OS
- MacOS
- Linux
- Trello
- Zapier
- Customer Support
- Training Documentation
- Remote Desktop Support
- Software Configuration/Administration
- SaaS
- B2B Support
- Requirements Definition
- Report Preparation
- Account Administration
- Application Support
- Technical Documentation
- Help Desk Support
- System Optimization
- User Training
- Incident Management
- Mac Systems
- TCP/IP
- Remote Technical Support
- Microsoft Windows and Office
- Problem-Solving
- System Testing
- Application Configuration
- Packet Loss Testing
- SOP Writing
Accomplishments
- Setup ticketing service to track and manage software issues.
- Managed all issues reported by end users from initial report to resolution
- Resolved 90% of issues with first call resolution.
- Achieved customer happiness by resolving support tickets with accuracy, efficiency, while also building rapport.
- Increased team's efficiency by introducing project management software for Support tasks.
- Documented and resolved common issues which led to quicker resolutions and reduced the need for support.
- Set up and trained new users on SaaS.
- Created guidelines for end user software tasks.
Passions
Learning new technologies
Coding Games
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Certificate - Cyber Forensic Analyst
Asheville Buncombe Technical Community College
08.2023 - Current
Certificate - Computer And Information Systems Security
Asheville Buncombe Technical Community College
01.2023 - Current
Software Support Analyst
Healthfully
10.2020 - Current
Technology Systems Administrator II
Buncombe County Government
03.2019 - 09.2019
Software Support Engineer
Amber Road
07.2013 - 08.2016
Computer Operations Specialist (Data Center)
SAS Institute
02.2011 - 07.2011
Associates - Engineering/College Transfer
Wake Technical Community College
01.2007 - 12.2008
Bachelors - Business and Information Technology -
EAST CAROLINA UNIVERSITY