Samantha Gates
Birmingham,AL
Summary
Accomplished Application and Production Support Analyst with a proven track record at O'Neal Steel, excelling in software installation and customer support. Mastered incident management and user training, significantly enhancing system efficiency and user satisfaction. Skilled in leveraging security protocols and application monitoring to achieve robust system integrity and client service excellence.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Application Support Analyst
O'Neal Steel
11.1988 - 11.2024
- Tracked, maintained and updated trouble tickets using Fresh Services tracking and ticketing software
- Setup users, defined user groups and roles, including SLAs in Fresh Services ticketing software
- Supported incidents reported by end-users by troubleshooting using VPN connections (Global Protect), Team Viewer, Quick Assist, phone, and emails for problem resolutions.
- Setup new hires, terminations, and granted microsoft 365 Office licenses (outlook, teams, word, and excel) using Active Directory
- Provided desktop support, printers and software installations, and phone support
- Performed production server deployments in JD Edwards 8.9 ERP system
- Security administrator for JD Edwards 8.9 ERP system
- Performed Test and Development server deployments in JD Edwards 9.2 ERP system
- Scheduled, and created process flows for production UBEs and programs using Automic _Appworx 9.2 software
- Assigned end-users phone extensions and security setup for Microsoft Teams Phones
- Performed ODBC driver and Oracle software installations for end-users
- Chaired Change Management meetings (Change Control) using DevOps applications to prepare for production deployments
- Supported Landis phone automation
- Coded IT invoices for payment processing using Cor360 software
- Performed Vertex Tax Rate monthly updates
Production Support Analyst
O'Neal Steel
03.2006 - 04.2015
- Provided daily support with escalated ticket resolution and liaised with business and technical leads.
- Responsible for tape management system by backing up and sending company's data offsite.
- Ordered company mobile phones and supported end-users (Outside Sales, Operations Managers, and Executives by troubleshooting mobile phone issues that had company applications installed
- Coded IT invoices for both mobile and desk phones, data circuits, software and hardware
- Responsible for documenting system processes
Education
Associate of Arts - Business
University of Phoenix
03-2013
Skills
- Software installation
- Trouble ticket maintenance
- Application monitoring
- Customer support
- Ticket management
- Security protocols
- Incident management
- User training
- Client service requests
Certification
HDI certified Support Center Analyst
Timeline
Production Support Analyst
O'Neal Steel
03.2006 - 04.2015
Application Support Analyst
O'Neal Steel
11.1988 - 11.2024
HDI certified Support Center Analyst
Associate of Arts - Business
University of Phoenix
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