Patricia Conrad
Round Rock,TX
Summary
Results-oriented Tier 3 Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
34
34
years of professional experience
Work History
Software Support Engineer Tier 3
Syniti
09.2012 - Current
- Tier 3 Software support for Syniti (formerly BackOffice Associates) software products
- Supporting on-premise Data Migration web application and Windows Service including debugging SQL stored procedures/views and debugging C# .net code for both the web application and Windows Service, IIS troubleshooting, Windows Services troubleshooting,
- Achieved high customer satisfaction ratings by consistently meeting or exceeding client expectations for service quality and responsiveness.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Supporting and QA testing of stand alone application written in C# .net framework which allows users to recording SAP Transactions and creating BAPI templates and then uploading Excel data to SAP using the recordings/BAPIs.
- Mentored junior technical support representatives, enhancing their problem-solving skills and product knowledge.
- Served as a subject matter expert for specific products, providing specialized assistance to colleagues and customers alike.
- Established rapport with clients by providing exceptional communication during the resolution process, fostering trust in our services.
- Developed custom solutions for unique client requirements, leading to increased customer satisfaction and loyalty.
Software Programmer/Analyst
PointOne
01.2007 - 01.2012
- Develop/support online portal accessed by internal and external customers using MS SQL
- Support and develop call detail record rater, customer invoice process and vendor rater with VB and MS SQL
- Re-writing rater and invoice process in VB .Net.
Elementary teacher
Education Field
01.2006 - 01.2007
Contractor
Highland Lakes Software
01.2003 - 01.2005
- Modified existing Telecommunication software using RMCOBOL and WOW, a software product which allows you to create a windows application on a PC, to meet standards of GUI
- Learned and worked in a new software developing environment.
Applications Programmer/Analyst
Metrocall
01.1993 - 01.2003
- Worked on a multitude of projects through the entire SDLC to create and support computer applications for our customer care reps to use to support our pager customers
- Wrote functional requirements document (working with both the customer service division in our company and an outside vendor), created programming specifications, wrote program, tested, and trained users on a newly automated procedure in our online system.
Contract Programmer
Terra Nova Group
01.1992 - 01.1993
- Converted a medical system from an IBM mainframe to a DEC VAX environment using COBOL, RDB, DEC Forms and DCL.
Programmer/Analyst
Grace Energy
01.1990 - 01.1992
- Responsible for batch and on-line COBOL and DCL on DEC VAX 8700
- Maintained and enhanced financial database management system
- Supported and trained users in financial departments of subsidiaries
- Responsible for all programming and testing.
Education
Skills
- MS SQL 2005-2019
- SQL Profiler
- IIS
- Windows Services
- Windows Event Logs
- Net - C# Debug
- SAP knowledge
- Boomi
- Jira
- Zendesk
- Excel
- Word
- VB
- Github
References
References available upon request.
Timeline
Software Support Engineer Tier 3
Syniti
09.2012 - Current
Software Programmer/Analyst
PointOne
01.2007 - 01.2012
Elementary teacher
Education Field
01.2006 - 01.2007
Contractor
Highland Lakes Software
01.2003 - 01.2005
Applications Programmer/Analyst
Metrocall
01.1993 - 01.2003
Contract Programmer
Terra Nova Group
01.1992 - 01.1993
Programmer/Analyst
Grace Energy
01.1990 - 01.1992
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