Product Support Analyst Resume Sample
Mckenna Littel
975 Keebler Plaza,
Philadelphia,
PA
+1 (555) 667 3380
Work Experience
Senior Product Support Analyst
02/2018
-
PRESENT
Phoenix, AZ
- Consultancy. Provide expert-level support and advice to clients and internal teams on best use of the ExamDeveloper software and Pearson VUE’s test development tools
- Develop product knowledge and skills necessary to effectively provide remote technical and application support
- Ensure an application and/or portfolio of applications are enhanced and maintained to meet functional requirements and business goals
- Serve as an active participant in a matrixed project team to ensure timely, regularly-scheduled delivery of user improvements and enhancements by effectively using a combination of Waterfall and Agile methodologies
- Help scope and prioritize enhancement requests with multiple stakeholders, including the Project Management Organization, other internal business customers, and senior management; manage and maintain product roadmap
- Apply technical knowledge and software development experience to help envision and design creative, feasible solution options
- Partner with Project Managers to develop, implement, and execute on project plans
- Develop and maintain productive business customer relationships; be the “voice of the customer” to the IT project team and with project team members (Project Managers, Business Analysts, Quality Assurance Analysts, and Software Developers); support development and delivery in a collaborative manner
- Help ensure business and operational readiness for deployment of system enhancements, new products, and process changes; support end-user training
Product Support Analyst
02/2015
-
01/2018
Philadelphia, PA
- Assist with problem resolution to ensure customers receive prompt, efficient service; be ultimately responsible for customer satisfaction
- Assist with data-gathering and analysis to support business case creation
- Help with efforts to evaluate, select, and implement new technologies
- Desire to be/become the product expert relative to area of responsibilities
- Knowledge of Agile, Waterfall, and other and IT project management methodologies; experience leading cross-functional projects
- Understanding of relational databases and complex queries and table structures
- Understanding of IT and business concepts; able to evaluate the impact of business changes on systems
- Excellent computer skills, including Microsoft Office suite and related tools (e.g., Visio, Project, OneNote, etc.)
Technical Product Support Analyst
12/2010
-
12/2014
Boston, MA
- Strong personal organization, planning, and project management skills; ability to prioritize tasks to meet requirements and deadlines
- Work in a time-sensitive, high-volume environment
- Identify key contacts for follow up; ability to communicate project and status updates to team and cross-functionally to ensure understanding
- Ensure an application and/or portfolio of applications are enhanced and maintained to meet customer functional requirements and strategic business goals
- Serve as senior member of a matrixed project team and ensure timely, regularly-scheduled delivery of user improvements and enhancements by effectively using a combination of Waterfall and Agile methodologies
- Scope and prioritize enhancement requests with multiple stakeholders, including the Project Management Organization, other internal business customers, and senior management; manage and maintain product roadmap
- Apply technical knowledge and software development experience to envision and design creative but feasible solution options
- Partner with Project Managers to develop, implement, and execute project plans
Education
University of the People
2005 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- Intermediate to expert level MS Office skills including Excel formulas and macros skills
- Excellent time management and organizational skills balancing multiple priorities
- Strong organizational skills and ability to prioritize tasks in a fast paced environment
- Strong communication skills (verbal and written) with ability to effectively present information to various stakeholders; fluency in French and/or German asset
- Strong Interpersonal and Communication Skills Involving Communicating Technical and Non-Technical Information in Writing and Verbally
- Excellent troubleshooting skills to identify the root of issues and solve re-occurring technical problems
- Detail oriented with excellent analytical, troubleshooting, and conceptual skills
How to write Product Support Analyst Resume
Product Support Analyst role is responsible for technical, software, microsoft, analytical, articulate, basic, organizational, integration, outlook, excel.
To write great resume for product support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Product Support Analyst Resume
The section contact information is important in your product support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Product Support Analyst Resume
The section work experience is an essential part of your product support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous product support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular product support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Product Support Analyst resume experience can include:
- Strong business acumen and strategic thinking to understand, to prioritize and to respond effectively to clients’ issues and requests
- Experience solving problems, including multiple priorities and research conflicting and / or inaccurate data
- Leverage technology skills to create management reporting, support production revenue and expense inquiries, and execute testing
- Strong, working knowledge of Agile, Waterfall, and other IT project management methodologies, with experience leading cross-functional projects
- Advanced critical thinking/problem solving skills
- Solid experience working with Securities America tools and tool suites (NBS, MIPS, PRIME, Vault, and NBS Support Tools)
Education on a Product Support Analyst Resume
Make sure to make education a priority on your product support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your product support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Product Support Analyst Resume
When listing skills on your product support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical product support analyst skills:
- Proven experience with prioritizing effectively; performing well under pressure; ablility to
- Excellent English communication skills (written and oral) required
- Excellent communication skills, both written and verbal - particularly over the telephone
- Establish Strong Vendor Partnerships to Effectively Manage Incidents and Outages
- Strong writing and technical documentation skills
- Strong analytical and problem-solving skills as it pertains to technical implementation techniques for data collection and integration
List of Typical Experience For a Product Support Analyst Resume
1
Experience For Senior Product Support Analyst Resume
- Excellent SAP SD and MM knowledge and skills
- Exceptional customer service skills, call management with effective follow-through
- Self-starter with excellent customer service skills, ability to problem solve, and self-directed
- Manage customer conversations appropriately (e.g., provide a good first impression, command attention and respect, demonstrate confidence, diffuse frustration)
- Proven experience in Salesforce.com and Jira
- To support the creation of a Communications Strategy within the department to effectively communicate the development of our Products
2
Experience For Product Support Analyst Associate Resume
- Interpersonal Skills - Ability to deal and work with people with different backgrounds (both non - technical and highly technical users)
- Opportunities to develop client’s portfolio management skills
- Consistent and measureable delivery on commitments - great organizational skills with exceptional follow through and attention to detail
- Prior experience with logistics support elements for SSDS Integrated Combat System
- Superior technical skills and expertise with the ability to provide advanced technical support
- Occasionally be prepared to take lead on system issues and/or changes in testing strategy and priority; willing to go the extra mile to get the job done
- Experience in maintaining process status utilization systems and project tracking tools
3
Experience For Ghrs, Product Support Analyst Resume
- Strong knowledge of Mortgage and/or Home Equity product line including operational aspects. Complete understanding of product structures, systems and processes
- Experience in supporting and administering large scale, enterprise level software systems
- Work under deadline pressure and maintain effective working relationships with co-workers and other employees
- Experience in cross-functional relationship management and in working with development and other technical teams
- Work Class Edit, Validation, and QA queues in Captiva to ensure Optum is providing a compliant remittance advice to customer
4
Experience For Technical Product Support Analyst Resume
- Hands-on experience working in an end-user support role or computer operations environment required
- Experience Working with One or More CRM Applications (ex. Zendesk, Salesforce (service desk), etc.)
- Experience in analysis of business process and workflow (providing an evaluation, benchmark and / or process improvement recommendations)
- Experience with Task Planning Sheets (TPS), or their equivalent
- Experience in Healthcare operations and understanding of Healthcare data is desired
- Have a strong understanding of web security aspects
- Proven success bringing robust, scalable, easy to use products to market
- Execute database queries to validate field and table data using SQL or similar tools required
- Experience as the product expert relative to area of responsibilities (e.g., Salesforce)
5
Experience For Advertising Product Support Analyst Resume
- Experience with Microsoft Office 2007 to 2013 and Windows XP, 7, Windows 10
- Experience with multiple browsers IE, Edge, Firefox, Chrome and Safari
- Demonstrated ability to take initiative to solve technical problems
- Serve as the Escalation Point for High Priority Incidents and Outages
- Are very strong in both problem solving and impact analysis
- Have shell scripting experience (Linux, Windows)
6
Experience For Project & Product Support Analyst Resume
- Experience writing detailed work instruction/process documentation
- Experience as a product representative/analyst in a support role
- Experience in a customer service role or as a product support analyst
- Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple stakeholders
- Strong Leadership -Be Seen as a Leader in the company, a go-to Person on all Managed Products
- Revenue cycle experience and / or patient financial services
- Significant experience with sustainment and acquisition logistics product support elements
- Experience with account based products
- Strong desire to learn the products, processes, and related industries
7
Experience For Mobility Product Support Analyst Resume
- Proven track record in client /customer /IT services
- Working knowledge of the BAM and provisioning process, Planning, Programming, Budgeting, and Execution (PPBE) processes within NAVSEA, and colors of money
- Identifying, evaluating, and documenting customer business requirements and technical needs
- Developing and delivering customer training
- Using a variety of techniques and tools to test, verify and support client implementation projects, varying in scope and complexity
- Collaborating with internal team to identify the best approach to implement customer requirement utilizing Vertafore products suite
- Tracking of budget commitments
- Understanding TCO concepts and application of basic principles to daily work
8
Experience For Product Support Analyst, Tues-sat PM to PM Resume
- Understanding of Health Care Remittance Advice (835) file format
- Working knowledge of 270/271 transaction code sets, EDI transactions and web based applications is desired
- Working knowledge of the company’s products
- Assisting in software updates and maintenance of Alternatives & ETFs
- Ongoing maintenance of models, including material master set-up, issuing pricing letters, customer set-up and maintaining prices in SAP
- Initiating incoming and outgoing ACH transactions
- Processing incoming transactional requests from consumers and employers
9
Experience For Product Support Analyst Macro Helix Resume
- Researching and resolving moderate to complex customer issues
- Initiating and balancing transactions to DDA and GL accounts
- Performing various transaction postings and corrections with understanding of tax implications to the HSA product
- Providing exceptional customer service in a fast-paced environment while dealing with sensitive information and situations
- Seeking out process improvements and writing procedures
- Communicating with internal and external customers to resolve requests and issues
- Understanding of the Printing Process in Enterprise environments
10
Experience For Application Product Support Analyst Resume
- Reviews product support processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction
- Responsible for the training, coaching and supporting other partnering teams
- Self Motivated: Capable of monitoring and completing competing tasks and projects
- Review and resolve new or existing Help Central tickets, including update the resolution documentation
- Assists in conducting training classes on new or updated procedures, as necessary
- Document all support issues using internal tracking tools
- Update/manage team UAT environment as assigned; including backups, restores, licensing, etc.; and
- Assists with new product and service introduction activities including ongoing product support and maintenance
- Develops system testing plans and conducts quality assurance testing
List of Typical Skills For a Product Support Analyst Resume
1
Skills For Senior Product Support Analyst Resume
- Strong organization and time management skills with the flexibility and adaptability to thrive in a fast-growing, ever-changing environment
- Decision Making Skills - Capable of arriving at the appropriate decisions after weighing the pros and cons of all the options
- Able to work effectively in a changing environment, contribute innovative ideas
- Strong troubleshooting/ticket escalation experience
- Prior experience supporting Warehouse Logistics, or Wholesale ERP Software Systems
2
Skills For Product Support Analyst Associate Resume
- Take initiative, work independently and work effectively under pressure producing accurate and consistent results
- Demonstrated experience in data analysis and problem solving with big data
- Highly desired is Mine Site Experience and requires Mining Industry Experience
- Prior experience transactions based operation or providing high touch customer service
- Experience working in a team-oriented, collaborative environment, with strong customer service orientation
- Strive to provide the best customer support by communicating positively and effectively both verbally and through email
- Prior work experience in healthcare and knowledge of SQL (or similar relational databases) are benefical; and
3
Skills For Ghrs, Product Support Analyst Resume
- Leverage documentation skills and tools to create clear understandable documents including workflows
- Identify when an issue requires escalation to the next level and follow proper procedures to effectively escalate to help expedite resolution for customers
- Investigates and prioritizes Advertising issues, escalating to a specialist when appropriate for further troubleshooting or de bugging
- Hands on experience in reviewing and programming SQL queries, importing and exporting data from different databases like SQL and Oracle etc
- Investigates and prioritizes advertising issues, escalating to a specialist when appropriate for further troubleshooting or de-bugging
- Builds Effective Working Relationships– Developing and using collaborative relationships to facilitate the accomplishment of business goals
- Experience in working in a production environment; working with DevOps and Development for troubleshooting purposes
- Experience in identifying patterns and issues during system diagnosis; ability to review logs, monitoring tools, and system errors
4
Skills For Technical Product Support Analyst Resume
- Experience in a Support Analyst role, understanding software and then providing assistance in fixing issues
- Continue to build strong relationships through deep problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Excellent understanding of JIRA or an equivalent support ticketing system
- Investment Financial/Accounting applications and processing experience
- Hands on experience in Analysis, Design, Coding and Testing phases of Software Development Life Cycle (SDLC) and/Product Management principles
5
Skills For Advertising Product Support Analyst Resume
- Experience with programming languages (HTML, Java, or C++) and SQL Server Manager (querying and trace analyzation)
- Prior knowledge of digital advertising
- Facilitates a high-end customer experience related to support for advertising bugs
- Experience with Progress -4GL Programming Language
- Experience in Financial Services with a demonstrable understanding of Unsecured Financial Products
- Experience working in a help desk position or call center environment
6
Skills For Project & Product Support Analyst Resume
- Experience working in a help desk position or call center environment
- Experience in managing offshore team
- Troubleshooting experience with computer software and/or hardware
- SQL Database experience; writing queries
- Experience with middleware applications and data transfer methodologies. Specifically relating to the transfer of HL7 data
- Experience working with one or more IT Helpdesk technologies (ex. ServiceNow, Zendesk, etc.)
- Experience in application support of corporate business applications (Membership or Customer mgmt., Finance; A/R, G/L, and Transactional reporting)
- Banking, Financial Transactions, or Insurance industry experience
- Experience working with Health Savings Accounts
7
Skills For Mobility Product Support Analyst Resume
- Experience with learning new system applications
- Experience testing applications on at least one RDBMS (Oracle or SQL Server)
- Experience in an investment operations role, specifically in fund accounting
- Experience providing support of a healthcare application
- A proven background in client servicing
- Follow all standard operating procedures and processes in order to deliver a high quality customer service experience for internal and external customers
8
Skills For Product Support Analyst, Tues-sat PM to PM Resume
- Relevant work experience in software support and/or training
- Demonstrated success documenting technical specifications
- Strong working knowledge of ERP Systems
- Business analyst, systems support, consulting or related experience in HR Systems
- Maintains a pulse on user feedback, provides prompt and proper resolution of technical challenges to improve the user experience
- Facilitates a high end customer experience related to support for advertising bugs
- Self-starter with ‘hands-on’ approach and proven ability to work independently
9
Skills For Product Support Analyst Macro Helix Resume
- Ensure system specifications meet the defined requirements set and priorities
- Related Financial Services Industry experience
- Prior exposure to financial service systems projects and support
- Contribute to and drive development priorities with collaboration from Business Lines
- Understanding of coding practices and a standard medical coding workflow
- Understanding the request and ensuring resolution of the same either by themselves / by escalating it to respective support groups
10
Skills For Application Product Support Analyst Resume
- Working with business lines to regularly evaluate existing Fund Admin production tasks for transition to BPO model or high value location
- Understanding of basic tax concepts – Direct or Indirect
- Accounting or tax exposure highly desirable
- Understanding of the IRS rules and regulations related to Health Savings Accounts
- Understanding of database schemas and data flow diagrams
List of Typical Responsibilities For a Product Support Analyst Resume
1
Responsibilities For Senior Product Support Analyst Resume
- Responsible for providing 2nd level product support. These cases could be relating to product breakdown/defect or customer changes/maintenance to meet their travel program
- Excellent presentation skills (both written and verbal)
- Very good customer service and communication skills - Written and Verbal
- Basic Microsoft Office skills - Microsoft Word (Creating / saving new documents) and Outlook (sending / receiving emails)
- Prior experience with the supporting and troubleshooting Practice Management and Electronic Health Records
- Communicates Effectively –Communicating in a way that is clear, concise and easily understood with impact and credibility
- Positive work ethic and partnership skills
- Prior Experience in Technical Support Role
- Customer service experience, healthcare or insurance experience required
2
Responsibilities For Product Support Analyst Associate Resume
- A combination of proven record of customer service; experience with educational technology
- Effectively and concisely communicates resolution technical resolution, workarounds, or product confusion to the sales team
- Finished Goods lead, providing accounting support and supply chain management knowledge for existing and new business models
- Financial services industry accounting, administration or reporting experience
- Maintain a good understanding of all AEGBT OBT/Approval products to ensure world-class support to AEGBT’s OBT product
- In healthcare billing and reimbursement experience and / or Revenue Cycle Management
- Ensure that system availability and performance is our top priority
- Experience in technical support or customer service
3
Responsibilities For Ghrs, Product Support Analyst Resume
- Typically has 3 - 6 years of high-tech industry and/or IT work experience in product engineering, development and/or support functions
- Build strong and scalable teams, motivate inspire, and build bench strength
- Detailed oriented; strong interest and aptitude for data analysis
- Conducts data investigations and data validations to help clients understand comScore data
- Experience in troubleshooting PCs
- Experience in technical helpdesk operations/product support
4
Responsibilities For Technical Product Support Analyst Resume
- Demonstrate the ability to be proactive and to find solutions outside of the box
- Experience in HTML or web development and/or web analytics
- Experience in data analysis
- Experience with SQL, GreenPlum and statistical software (R, SAS, SPSS)
- Experience in data visualization tools such as Tableau, D3.js, dygraphs
- Technical support experience
5
Responsibilities For Advertising Product Support Analyst Resume
- Incident management experience
- Experience in a remote support role
- Experience in a customer/technical support role
- Intermediate Excel experience (pivot tables, V-lookups, formulas)
- Demonstrate knowledge and expertise in the CAC application and supporting tools
- Relevant work experience in software support and/or customer service
- Experience in Technology Production Support role
- Experience with SQL Server 2008/2014
6
Responsibilities For Project & Product Support Analyst Resume
- Strong communicator (written & verbal), able to adapt communication style appropriate to stakeholder level
- Strong elicitation techniques to extract business requirements
- Experience with SX.Enterprise
- Supporting an Agile Development team by providing information obtained from stakeholder engagements
- Working knowledge of HIPAA compliant transaction sets (837, 835)
- Assist in developing and implementing project plans and in creating documentation related to unit and user testing, user implementation, and ongoing support
- Support existing user applications including but not limited to ITA Advantage, Global Custody Billing, Hyperion queries and reporting
- Responsible for responding to, documenting and resolving service tickets in a timely manner
- High comfort level working with computers and a variety of applications. Understanding of Windows operating systems
7
Responsibilities For Mobility Product Support Analyst Resume
- A passion for being of service, training, and developing new team members
- Problem isolations includes the gathering of appropriate problem description, client information, determining the
- Responsible for responding to product application support questions from customers regarding the company’s software
- To provide systems training and appropriate materials where required to support a successful training programme
- Facilitate resolution of customer inquiries or problems by answering questions or performing problem isolation, resolution, and follow-up
- Own problem / incident management and assist with documenting root cause analysis on wide impacting issues
8
Responsibilities For Product Support Analyst, Tues-sat PM to PM Resume
- Expereicnce with programming languages (HTML, Java, or C++) and SQL Server Manager (querying and trace analyzation)
- Participate in analyzing and designing automated solutions to business problems
- Assist in developing business requirements associated with expanded services or requirements for existing administration applications globally
- Participate in the training and support during roll-out of new products and enhancements
- Create and maintenance standard operating procedures, workflow diagrams, and training materials
- Assist in defining/executing business strategy
- Take accountability and ownership of assigned projects, including troubleshooting and resolution
9
Responsibilities For Product Support Analyst Macro Helix Resume
- Responsible of conducting data quality checks on issues identified on the reporting interfaces by the clients
- Takes accountability and ownership of assigned projects, including troubleshooting and timely resolution
- Perform testing on new releases of software to ensure enhancements are working as desired
- Responsible for documenting issues and sharing information with other departments for product/ service improvements
- Fully qualified or part qualified actively pursuing a qualification from a recognized Accounting body (ACA, ACCA, CIMA or CPA)
- Support product offerings and enhancements, evaluate unique accounting and operational features to help develop working solutions
- Creating and documenting team processes
- Gain an understanding of customer environments from operating systems, database architecture, print servers, multi-function devices, etc
10
Responsibilities For Application Product Support Analyst Resume
- Knowledge of accounting, budgeting, and cost principles (P&L)
- To perform a variety of testing activities as directed by the Test lead, including
- Understand networking, TCPIP, and load balancing concepts
- To identify and guide stakeholders at all levels through the change lifecycle by providing ongoing clear communication
- Manages the lifecycle of defects and enhancements using established processes and tools
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