Stacie Giesie
Austin,TX
Summary
Software Support Analyst with proven track record in troubleshooting and resolving complex software issues. Skilled in data analysis and user support, consistently enhancing software functionality through effective collaboration.
Overview
26
26
years of professional experience
Work History
Software Support Analyst II
SOVRA
Austin, TX
02.2016 - Current
- Collaborated with cross-functional teams to address customer needs.
- Resolved user issues through troubleshooting and effective communication.
- Collaborated with development teams to enhance software functionality.
- Documented user feedback and identified areas for improvement.
- Collaborated with other departments such as IT Support, Networking, and Database Administration to resolve complex technical issues.
- Tested new software releases to ensure compatibility with existing systems.
- Resolved system errors by troubleshooting application issues, identifying root causes and recommending solutions.
- Provided guidance on best practices when using company-provided software tools.
- Analyzed data from logs to identify trends in customer support requests.
- Investigated root cause of various technical issues by conducting research using available resources such as manuals or websites.
- Provided technical support to clients via telephone and email, resolving complex issues.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Evaluated customer feedback to identify areas of improvement and implemented changes accordingly.
Clinical Application Specialist
QSI/NextGen Healthcare
Austin, TX
06.2013 - 10.2025
- Provided software support for patient scheduling and surgical information systems.
- Diagnosed and resolved interface issues to enhance system functionality.
- Utilized SQL queries to troubleshoot and rectify software problems.
- Identified, tested, verified, and documented software issues for quality assurance.
- Assisted with software upgrades to ensure optimal performance.
- Collaborated with development teams to test application fixes and enhancements.
Product Solution Specialist
HealthLine Systems, Inc.
San Diego, California
02.2007 - 03.2013
- Managed beta releases, overseeing design specifications, functional analysis, QA testing, and deployment.
- Collaborated with clients to identify processes and business needs for software development.
- Conducted functional and QA analysis on existing functionalities and new product offerings before client release.
- Authored end-user and setup/install documentation for internal personnel and clients.
- Delivered training sessions for internal resources and clients to enhance software proficiency.
- Updated software documentation for client access and maintained online help desk content.
Client Support Specialist
HealthLine Systems, Inc.
San Diego, California
01.2007 - 02.2011
- Delivered telephone and email support to software users, enhancing user experience.
- Collaborated with clients and internal teams to diagnose and resolve technical issues.
- Partnered with support team to research and address urgent software problems.
- Identified, tested, verified, and documented software issues efficiently.
- Assisted clients in executing software upgrades to ensure seamless transitions.
Education
BBA - Management Information Systems
University of Houston
Houston, TXSkills
- Data analysis and database querying (SQL Server, PostgreSQL)
- DBeaver proficiency
- Jaspersoft Business Intelligence reporting
- RDBMS knowledge
- Problem solving and critical thinking
- Software troubleshooting and support
- Software documentation
- Critical thinking
- Excellent communication
Timeline
Software Support Analyst II
SOVRA
02.2016 - Current
Clinical Application Specialist
QSI/NextGen Healthcare
06.2013 - 10.2025
Product Solution Specialist
HealthLine Systems, Inc.
02.2007 - 03.2013
Client Support Specialist
HealthLine Systems, Inc.
01.2007 - 02.2011
BBA - Management Information Systems
University of Houston