Application Support Analyst

• May 2023 - Present

Application Support Analyst

• Sep 2022 - May 2023

Provided specialized 2nd line support for a bespoke Asset Management SAAS tool that is used by authorities nationally. • Providing end-user support via phone, remote desktop, and email by troubleshooting and managing the application and services such as mobile apps, SOAP APIs, PDAs, FTP sites, Windows servers and services. • Coordinating with the Development and Testing departments through JIRA to report and resolve bugs that have been reported by clients • Using SQL to: manipulate data, retrieve data and investigate this data to find abnormalities that may be causing issues • Liaising with clients daily via calls and through our ticketing desk to maintain relationships and update them on the status of their issues. • Upkeep KBAs by adding relevant information • Escalate incidents, enhancement requests, and problems to the relevant departments • Assist with the creation/amendments of reports using Crystal Reports 8.5 and 13 • Partaking in weekend work to carry out upgrades through bespoke software tools Show less

Application Support Technician

• Sep 2021 - Sep 2022

• Provided support with the bespoke software for high-class external clients worldwide via tickets and calls, most commonly remote sessions • Assisting the Development team by testing the software practising strict procedures in order to ensure the integrity of the software • Carrying out client-specific configurations within the software and within SSMS • Established strong relationships with external clients by having regular catch-ups to discuss concerns and any outstanding issues • Installing, upgrading, backing up and restoring databases using SSMS via RDP on customer workstations or servers • Assist with in-house support which consists of laptop builds, Office 365 and the software. • Maintained highest ticket closure & customer satisfaction rate Experience in: Zendesk, YouTrack, Basic SQL, SSMS, Team Viewer, GoToAssist, Teams, RDP, Software Testing, Upgrades, Installations, 3CX, Active Directory, Global VPN, Open VPN, Zscaler, Cisco AnyConnect, FileZilla Show less

Catering Team Member

• Mar 2019 - Sep 2021

Barista / Chef Barista / Chef

Sales Advisor

• Sep 2018 - Feb 2019