Wiley Hartzog
St. Louis,MO
Summary
Diligent support analyst with a strong technical background in delivering software and business support. Proven ability to troubleshoot complex system, application, and configuration issues using structured root-cause analysis. Experienced in managing software deployments, system upgrades, and patching across multiple environments while ensuring minimal downtime. Leverages strong analytical, documentation, and technical communication skills to implement effective, scalable solutions.
Overview
5
5
years of professional experience
Work History
Support Analyst II
Bridgeway Benefit Technologies
07.2022 - Current
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Providing in-depth software support and demonstrating strong technical troubleshooting skills.
- Design functions to parse and transform incoming EDI and HIPAA 5010 data into a structured format compatible with the software application and database schema while maintaining HIPAA compliance and meeting customer and trading partner requirements.
- Manage User Stories in Azure DevOps; collaborated with software engineering to conduct quality testing of software solutions in an agile environment.
- Train users in live sessions on various software functionalities/technical details and create documentation and instructional media for clients, PSO, and Engineering teams.
- Work and manage professional relationships with clients as well as trading partners.
- Manage UniData databases via TCL (transaction control language) and Unix to analyze, edit, validate, and create data for clients.
Support Specialist
Vintage Software, LLC
06.2021 - 06.2022
- Provide technical support for web applications.
- Troubleshoot issues reported by customers and escalate/document via user stories.
- Perform testing of software solutions.
- Gather feedback from customers and document for purpose of product enhancement.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Education
Master of Science - Applied Computer Science
Southeast Missouri State University
Cape Girardeau, MO12.2025
Bachelor of Science - Computer Information Systems
Southeast Missouri State University
Cape Girardeau, MO05.2022
Skills
- Java/JavaScript/Python (OOP)
- Databases (SQL, UniData)
- TCL (Transaction Control Language)
- EDI (Electronic Data Interchange)
- SFTP
- Technical Troubleshooting/Root Cause Analysis
- XML
- Unix
- Windows Powershell
- HTML/CSS
- Agile Methodology
- Azure DevOps
- GitHub
- Corporate Communications
- VSCode
- Support ticketing systems
Timeline
Support Analyst II
Bridgeway Benefit Technologies
07.2022 - Current
Support Specialist
Vintage Software, LLC
06.2021 - 06.2022
Master of Science - Applied Computer Science
Southeast Missouri State University
Bachelor of Science - Computer Information Systems
Southeast Missouri State University