Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Norman

Woodruff,SC

Summary

A dedicated and seasoned professional with over 15 years of exceptional experience in technical support, customer service, and technical business analysis. Throughout my career, I have consistently demonstrated a passion for delivering top-tier customer experiences while providing expert technical assistance. This extensive background has equipped me with a deep understanding of customer needs and an ability to bridge the gap between technology and business objectives. In my role as a technical business analyst, I've successfully leveraged my technical expertise to facilitate effective communication between stakeholders and IT teams, ensuring the delivery of solutions that align with strategic goals. My commitment to continuous improvement, innovative problem-solving, and my solid track record of driving operational excellence make me a valuable asset in any organization seeking to enhance customer satisfaction and operational efficiency.

Overview

16
16
years of professional experience

Work History

Technical Systems Analyst

Cass Information Systems
09.2021 - 12.2023
  • Prepare and conduct training sessions during client implementations, providing overview of various systems modules and tool functionality.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
  • Utilized Power BI to develop interactive and visually compelling business intelligence dashboards and reports, providing actionable insights to stakeholders.
  • Integrated Power Automate with Microsoft 365 applications to enhance collaboration and data synchronization.
  • Utilized BluePrint for API design and prototyping, allowing for efficient communication of API specifications and expectations with the development teams.
  • Documents business requirements, technical requirements, processes and workflows.
  • Efficiently processes incoming requests and questions within the established timeframes based on request types.

Client Services Engineer

RedSail Technologies
11.2019 - 07.2021
  • Provided technical support to pharmacy clients, resolving software-related issues promptly and efficiently.
  • Acted as a liaison between clients and the software development team, conveying client feedback and requirements.
  • Effectively managed and resolved IT support requests using ServiceNow, serving as the primary ticketing system.
  • Conducted regular performance tuning and optimization of SQL Server databases to enhance overall system performance.
  • Perform through testing and quality assurance to validate system functionality and resolve issues before deployment.
  • Optimized database performance through efficient query writing, indexing, and query execution plans.
  • Conducted software installations, updates, and training sessions for pharmacy staff to maximize system proficiency.
  • Plan and implement server upgrades, replacements, component testing and replacement on servers deployed with customers.
  • Worked closely with quality assurance teams to ensure the delivery of high-quality software, conducting code reviews and addressing defects.
  • Oversaw the entire SDLC, including requirements gathering, design, development, testing, deployment, and maintenance.


Support Technician IV

Henry Schein One
02.2012 - 11.2019
  • Act as a resource (Mentor and Next Level Help) for our department to educate others on processes/ procedures and ensure consistency and quality service in customer interactions.
  • Developed and maintained comprehensive project plans in Jira, including task assignments, timelines, and resource allocation.
  • Conducted MSSQL database backups and recovery procedures to safeguard against data loss.
  • Focused on client satisfaction by providing quality answers, understanding the impact of potential issues on client's day to day to communicate accordingly and showing empathy toward the client's situations.
  • Conducted one-on-one and group training sessions, adapting teaching methods to accommodate diverse learning styles.
  • Led troubleshooting efforts for SQL Server database performance issues, ensuring optimal performance and minimizing downtime.

Technical Support Coordinator II

Verizon Wireless
06.2008 - 02.2012
  • Analyzed and resolved client issues resulting in meeting or outperforming the expected case metrics related to average duration, client satisfaction survey completions, and time with support.
  • Gained the ability to deal with difficult callers and to work calmly and professionally under pressure.
  • Ranked ‘Leading' in Adjusted Calls Per Day, Average Talk Time, and Call Monitoring monthly.
  • Proficiently managed and resolved IT support requests using both the ACSS and ServiceNow ticketing systems.
  • Fielded an average of 30 inbound phone calls to deliver effective support and remotely resolve service issues.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Education

Bachelor of Science - Information Management Systems

Greenville Technical College
Greenville, South Carolina
06.2007

Skills

  • Customer Satisfaction
  • Application Deployment
  • Software Process Management
  • Document and Records Management
  • SQL Server Relational Database
  • Bug Fixes
  • Data Analysis
  • Software Diagnosis
  • Troubleshooting and Assistance
  • Support Ticket System Management
  • Data Integration
  • Customer Implementation

Timeline

Technical Systems Analyst

Cass Information Systems
09.2021 - 12.2023

Client Services Engineer

RedSail Technologies
11.2019 - 07.2021

Support Technician IV

Henry Schein One
02.2012 - 11.2019

Technical Support Coordinator II

Verizon Wireless
06.2008 - 02.2012

Bachelor of Science - Information Management Systems

Greenville Technical College

Similar Profiles

CREATE PROFILE
Samantha Norman