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Work Background
Senior Support Analyst
Elite TechnologySenior Support Analyst
Jun. 2023 - Jan. 2024United StatesWorked with customers via email, telephone and messaging to resolve issues with functionality or data corruption. Used SQL to query data and make necessary corrections. Reviewed network setups in relation to program functionality and access to resources. Reviewed logs. Answered calls for service for other departments. Routed calls and created tickets in Salesforce CRM or Oracle CRM. Trained customers on functionality. Trained team members as a senior team member.
Senior Analyst
Thomson ReutersSenior Analyst
Apr. 2008 - Jun. 2023United StatesTrain, assist and review cases by support team members, in addition to handling escalated cases and data fixes. Elite Technology was the new name after splitting this unit.
Database Developer
PB&J Family Services, Inc.Database Developer
Aug. 2007 - Apr. 2008Albuquerque, New Mexico, United StatesUpdated and created Microsoft Access database connection to an Oracle database for service tracking. Developed forms and made changes based on user requests and insurance reporting requirements. Reconciled funds for services per student.
Programming Analyst
Advanced network managementProgramming Analyst
May. 2001 - Aug. 2007Albuquerque, New Mexico, United StatesI created interfaces to databases for custom software. Utilized MSSQL to MS Access most frequently. Custom web page applications were created with asp
Test Analyst/Service Support
Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & TexasTest Analyst/Service Support
Nov. 1995 - Apr. 2001Albuquerque, New Mexico, United StatesProvided customer enrollment data Mailed appropriate documentation to customers Resolved issues with enrollment status Reconciled accounting for a major account over 500k per month Created databases for tracking accounting/payment information Performed Y2K testing Created tracking database for Y2K requirements.

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