Technical Services Analyst

Tech Support Vancouver, British Columbia, Canada

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Summary

Worked as part of a large technical support team for six years, and was a senior support analyst for two of those years.
Manager of Services for bank-facing payments solutions company
Delivered timely, accurate, and concise information and ongoing support to clients in need of technical support and related services – including, but not limited to -- training and system customization.
Provided testing and installation assistance to clients implementing new instances of company software.
Traveled to client locations to troubleshoot on-site difficulties.
Recorded troubleshooting logs extensively using in-house ticket tracking systems; met with support team and team leads weekly to discuss ongoing issues and provide status reports.
Worked with sales and partner companies to provide hardware and software solutions
Provided internal testing assistance to the development team before the release of new software.
Helped catalogue, document, and publish patch notes, known issues and other addenda for released software.
Good decision-making skills; reinforced by applying existing doctrines to available criteria.
Excellent written and verbal communication skills.
Strong problem-solving ability.
Detailed and meticulous.
Capable of handling multiple client difficulties concurrently, on tight deadlines.
Extensive experience in planning, documenting, and implementing requirements for new software deployments.
Results-driven, motivated self-starter, but also functions well in a team-focused environment.