A
Andre Davis
About
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Client Support Analyst @ MRI Software | Bachelor of Science in Information Technology
Texas, United States
Résumé
Jobs
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Client Support Analyst IIMRI SoftwareDec 2023 - Current (2 years 9 months)- Act as a point of escalation for complex service requests unresolved by Level 1, ensuring timely and effective resolution. - Mentor and support Level 1 team members, providing guidance on best practices and complex ticket handling. - Create and manage detailed documentation for issue resolution workflows, reducing duplication of efforts and improving team efficiency. - Monitor service metrics and customer feedback to identify trends and recommend process improvements. - Liaise with product and engineering teams to report bugs, suggest feature enhancements, and participate in testing fixes or updates.- Client Support AnalystMRI SoftwareJun 2021 - Dec 2023 (2 years 7 months)• Resolved escalated service requests from customers with a high degree of professionalism and accuracy. • Validated required documents of security users to ensure we are permitted to fulfill their request. • Provided timely updates on progress towards resolution of customer request via emails. • Assisted in the development of best practices related to incident management and customer satisfaction. • Created and maintained product training materials, including presentations, manuals, and handouts. • Conducted new-hire job training materials, including presentations, manuals, and handouts.
- Technical Account ManagerMRI SoftwareJun 2020 - Jun 2021 (1 year 1 month)• Provides account management support for systems which include creating accounts, unlocking accounts, and resetting passwords. • Conducted regular training sessions for customers on how to use our platform and services. • Created detailed documentation for product updates and enhancements to ensure accurate understanding by customers. • Managed multiple accounts simultaneously while maintaining high levels of service quality. • Provided technical expertise and guidance to customers on product usage, troubleshooting, and best practices.
- AData Services AnalystAveroApr 2019 - May 2020 (1 year 2 months)• Identified and documented detailed business rules and use cases based on requirements analysis • Researched and resolved issues regarding integrity of data flow into databases. • Developed tables, views and materialized views using SQL Extracted and interpreted data patterns to translate findings into actionable outcomes • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources
- ACustomer Support SpecialistAveroJan 2017 - Apr 2019 (2 years 4 months)• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections. • Responded to customer calls and emails to answer questions about products and services. • Provide targeted training on how to use our software to improve restaurants & other F&B operations by helping them achieve more profitable business outcomes. • Complete projects end to end, develop & share creative solutions, and connect the company and department strategy to our customer activities. • Learn internal systems and processes to manage customer expectations and keep them frequently updated
Education
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- Bachelor of Science - BS, Information TechnologyWestern Governors UniversityAug 2017 - Jun 2019 (1 year 11 months)
- Associate of Science - AS, Information SystemsAshworth CollegeAug 2015 - May 2017 (1 year 10 months)