Owen Johnson
Senior Enterprise Support Analyst II at Invenias by Bullhorn- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Confronting Bias: Thriving Across Our Differences
LinkedInOct, 2020- Nov, 2024
Experience
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Invenias by Bullhorn
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United Kingdom
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Software Development
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1 - 100 Employee
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Senior Enterprise Support Analyst II
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Mar 2023 - Present
Same as Enterprise I role, but with responsibility for team and representing Enterprise Support for High Profile Cases and Customers.
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Enterprise Support Analyst I
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Mar 2022 - Present
Same as the Level 1 Enterprise role, but with the added areas:* Work on SOS customer Tickets where customers are actively looking elsewhere for CRM Software* Report All findings from Account Manager/SOS tickets to Management/Directorship* Reviewing and Triaging Support Tickets* Responsible for Driving Major Tickets within Support
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Enterprise Support Analyst
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Sep 2019 - Mar 2022
As Tier 3 Support was officially made available, we separated T2 support from T3. The Enterprise Level 1 role, is there to help Enterprise level support customers who pay a premium and require more honed support. We consult and investigate issues together and work with the customer to provide the desired solution.The area's worked on:* Azure Application Insights Log Telemetry for Ticket Investigation* Customer Database Backup Support* DevExpress Reports* Excel API Reports* Invenias Dashboards* Enterprise Consultation and Discussions for Particular Requirements of Departments* Bi-Weekly Ticket Talks with Enterprise Customers* Where possible, assisting Tier 1 Support Analysts on their tickets Show less
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Support Analyst Tier 2
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Aug 2018 - Sep 2019
Tickets which are escalated from T1 are analysed and resolved by T2 support. For any further issues which cannot be resolved, we request intervention from Development to assist.This role was before internal Tier 3 support was ever available.
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Support Analyst Tier 1
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Nov 2016 - Aug 2018
Answering phone to log and update incidents.Remoting onto customer computers, diagnosing and resolving issues over the phone/email/remote software where possible.Updating/upgrading customer software.Obtaining more information from the customers, when required.Finding new resolutions and documenting and sharing with others.
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Idox plc
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United Kingdom
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Software Development
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300 - 400 Employee
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1st Tier Service Desk Analyst
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Jul 2012 - Nov 2016
Answering phone to log and update incidents. Logging and assigning incidents from the Service Desk Online portal, linked with Support Works system. Diagnosing issues and resolving over the phone/email/remote software where possible, as 1st Line. Updating analysts and customers on progress of incidents. Obtaining more information from the customers, when an analyst requests. Updating analysts and customers on progress of incidents. Updating remote access details for our customers, and testing on a regular basis. Then writing remote access reports, to outline any issues connecting to sites. Finding new resolutions and documenting, for personal knowledgebase. Show less
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Voyager Infinity Recruitment Software
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United Kingdom
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Software Development
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1 - 100 Employee
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Senior Software Support Analyst
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Apr 2011 - Feb 2012
Support Engineer – Voyager Software Ltd. Chineham, Basingstoke – 2009 to 2012 - RedundancyResponsibilities: Answering phone to log and update incidents. Logging and assigning incidents from the Service Desk Online portal, linked with Support Works system. Diagnosing issues and resolving over the phone/email/remote software. Updating analysts and customers on progress of incidents. Obtaining more information from the customers, when an analyst requests. Creating and deleting AD user accounts. Terminating disconnected TS sessions and password resets Finding new ways to resolve issues on a long term basis. Creating batch scripts to automate troubleshooting. Teaching customers how to troubleshoot issues to reduce incoming support calls. Show less
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Software Support Analyst
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Mar 2009 - Apr 2011
Support Engineer – Voyager Software Ltd. Chineham, Basingstoke – 2009 to 2012 - RedundancyResponsibilities: Answering phone to log and update incidents. Logging and assigning incidents from the Service Desk Online portal, linked with Support Works system. Diagnosing issues and resolving over the phone/email/remote software. Updating analysts and customers on progress of incidents. Obtaining more information from the customers, when an analyst requests. Creating and deleting AD user accounts. Terminating disconnected TS sessions and password resets Finding new ways to resolve issues on a long term basis. Creating batch scripts to automate troubleshooting. Teaching customers how to troubleshoot issues to reduce incoming support calls. Show less
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Albany Software Ltd. Alton, Hampshire
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Alton, England, United Kingdom
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Software Support Analyst
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Apr 2005 - Mar 2009
Support Engineer - Albany Software Ltd. Alton, Hampshire – 2005 to 2009 - Redundancy Responsibilities: Answering phone to log and update incidents. Logging and assigning incidents from the Service Desk Online portal, linked with Support Works system. Diagnosing issues and resolving over the phone/email/remote software. Updating analysts and customers on progress of incidents. Obtaining more information from the customers, when an analyst requests. Creating in-house software updates for Unix/AIX/Linux/Windows operating systems, using: Command Prompt, PowerShell and Various Linux Terminal. Sending out updates to the customer’s via CD, uploading software updates to website and FTP server. Show less
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Education
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2002 - 2003
Basingstoke College Of Technology
AVCE, Advanced ICT -
2000 - 2002
Basingstoke College Of Technology
GNVQ, Intermediate ICT
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