Brianna Thomas
INTERFACE SUPPORT ANALYST III at Meridian Cooperative- Claim this Profile
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Topline Score
Bio
Credentials
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Pivots in SQL Workshop
eXcelerateMay, 2021- Nov, 2024 -
JR. DBA Bootcamp
eXcelerateMay, 2020- Nov, 2024 -
Advanced SQL Bootcamp Series
eXcelerateNov, 2019- Nov, 2024 -
SQL Bootcamp Series
eXcelerateOct, 2019- Nov, 2024
Experience
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Meridian Cooperative
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United States
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Software Development
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200 - 300 Employee
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INTERFACE SUPPORT ANALYST III
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Jul 2018 - Present
Assist customers in building simple queries using Oracle SQL Developer Create queries to research, analyze, and troubleshoot data Collaborate with multiple departments such as DBAs, Development, Systems, and Networking to resolve critical and noncritical issues Display courtesy and strong interpersonal skills in all customer interaction Gather and Document customer case information via phone, email, and Microsoft Dynamics CRM and determine issues by evaluating and analyzing symptoms Identify, triage, and escalate issues to internal personnel along with a clear outline of problems and technical detail Mentor/Train hires new to the team Manage and prioritize multiple projects simultaneously, work independently, and drive results Monitor CRM and Assign cases when Manager/Lead is unavailable Provide continued technical assistance to team members to resolve non-critical and critical support issues Take the initiative to provide ideas that are helpful to the team to meet Product Support objectives Respond to emails and telephone support requests within 2 to 24 hours of customer contact based on the level of criticality Report system bugs and database errors within JIRA Research proprietary issues on virtual and physical servers Review log files for communications issues between company software and third-party software Reviews logs on both the physical server and Linux via Jumpshot Serve as an on-call resource as a Level 3 member of the team Use problem-solving skills to investigate/solve a broad range of Issues Use knowledge of data to provide table information to customers Use SQL knowledge to query databases while working through cases Utilize Oracle SQL Developer to review PLSQL Logs for errors to escalate to database administrators Utilize Oracle SQL Developer to monitor processing files and summarization jobs daily Write and Execute SQL queries using programs such as Oracle SQL Developer and SuperPuTTY Show less
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Linden Lab
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United States
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Computer Games
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100 - 200 Employee
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Product Support Specialist
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Feb 2017 - Present
Supported a new product (Sansar) in a startup location Gathered customer's information and determined the issue by evaluating and analyzing the symptoms via email and live chat Captured details of support requests and resolution in the ticketing system Zendesk Displayed courtesy and strong interpersonal skills in all customer interactions Informed customers about the resolution progress of escalated issues Followed up with customers to verify the resolution of reported issues and initiated product replacement for unresolved problems. Managed and maintained online store inventory of over 500 items Mentored/Trained coworker on tier 1 team Performed troubleshooting and tested customer issues via phone, email, and remote assistance software. Resolved registration issues, reset passwords, and configure access for users Resolved customer complaints and concerns with strong verbal and negotiation skills Respond to emails and telephone support requests within 2 to 24 hours of customer contact Researched issues on Windows Operating Systems (Windows 7, Windows 8, Windows 10) Reviewed log files for issues regarding installs and in-client issues Supported customers with online billing and account issues Tested new releases along with new features Used problem-solving skills to investigate/solve a broad range of issues Worked closely with Engineers and QA to resolve high-level tickets Show less
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The Agency Advantage
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United States
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Software Development
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1 - 100 Employee
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Technical Support Representative
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Oct 2015 - Jan 2017
Collaborated with supervisors to escalate and address customer inquiries or technical issues Captured details of support requests and resolutions in the ticketing system Method CRM and Zendesk for training and trend analysis purposes Followed standard processes and procedures as identified in company support manuals Developed and maintained successful relationships with service providers and customers Determined if issues can be resolved by adjustments to software or business processes Delivered services and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet Interacted with customers to provide and process information in response to inquiries, concerns, and requests about existing products and services Documented transactions and support interactions • for future reference Gathered customer's information and determined the issue by evaluating and analyzing the symptoms Loaded software, granted permissions, and configured hardware for the vendor's new employees as part of the onboarding process Managed high levels of call flow and responded to 250 customers as the only support rep Researched issues on Windows Operating Systems (Windows XP, Windows 7, Windows 8, Windows 10) Responded to emails and telephone support requests within 2 hours of customer contact Resolved customer complaints and concerns with strong verbal and negotiation skills Resolved a minimum of 25 technical support issues per day on local machines and the Microsoft Azure servers Show less
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Intergraph
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United States
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Software Development
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700 & Above Employee
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Systems Specialist
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Jan 2013 - Aug 2015
Participated in the project for Public Safety Division to launch Intergraph's 2013 (WebRMS) Web- based Records Management System by creating and presenting training documentation Participated on 2 teams to provide quality assurance for the launch of new and mature products Actively communicate with customers to complete training on installed software Created and distributed product documentation that consists of presentation slides, system scenarios, hands-on activities, and detailed training manuals to 10 clients and up-and-coming clients Created and produced data mapping for data being mapped from the legacy system to the acquired product Collaborated with team members on strategies and market trends for the installation of software Installed software on Virtual Machines for clients and end-users Maintained the highest level of customer service within the company Publicized completed training documentation for external and internal use Produced data conversions by using Pervasive scripting software to transfer data from legacy systems to acquired software supported by Microsoft SQL Server QA (Quality Assurance) newly updated versions of records management software Tested records management software features across various browsers Wrote Interface Control Documents for multiple public, private, and government agencies Show less
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Education
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2009 - 2012
University of Alabama in Huntsville
Bachelor of Business Administration (B.B.A.), Mangement Information Systems
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