Samir Patel

CUSTOMER SUPPORT ENGINEER (REMOTE)

Cordance

Jul 2017 - Current (9 years 1 month)

• Manage over 25 emails, calls, and tickets per day. • Acknowledge, assess, and take ownership of solving complex technical issues promptly and professionally. • Provide troubleshooting, problem replication, and documentation to QA/Development to assist in root cause analysis and resolution. • Work with ERP vendors (Sage, Viewpoint/Dexter-Chaney, Great Plains, Solomon Dynamics to troubleshoot data related issues. • Perform SQL queries to investigate data issues and correct them where applicable. • Install or upgrade customer software using established practices and procedures. • Work closely with users and management to maintain and continually improve internal operations and documentation. • Analyze and document customer requiremen

P

APPLICATION SPECIALIST

PARSEC AUTOMATION CORPORATION

May 2016 - Jun 2017 (1 year 2 months)

C

CUSTOMER SUPPORT ENGINEER

CLEVEST SOLUTIONS INC

Dec 2009 - May 2016 (6 years 6 months)

• Provide all three level of technical and software support to customers. • Undertaking analysis, diagnosis, and resolution of client problems via phone, e-mail and/ or through remote login into their systems. • Built and execute SQL queries to investigate and troubleshoot software related issues in MS SQL Server. • Perform Implementation work: requirement gathering setup and configure server / application system, training, and UAT testing until go-live. • Logging and maintaining bugs / enhancements tickets in Bugzilla & JIRA. • Taking ownership of problems and tracking them to successful resolution. • Setup and configuration of SSRS reports. • Work with Development/Engineering and Implementations teams to further assist clients. •

D

APPLICATION SUPPORT ANALYST

DYNEGENT TECHNLOGIES INC

Mar 1997 - Sep 2009 (12 years 7 months)

• Supported mission critical Unicom (Billing & Customer Care) system to clients within Canada and United States via phone and through remote modems. • Analyzed, investigated, and corrected issues pertaining to software deficiencies. • Created ad-hoc queries and customized reports as per client requirements using SQL. • Liaison between customers and internal departments to gather information on new enhancement requirements.

C

SUPPORT ANALYST

CAM-NET DATA SYSTEMS LTD

Jul 1994 - Mar 1997 (2 years 9 months)

• Analyzed, investigated, and corrected issues pertaining to rating and billing. • Implemented complex rate plans for both commercial and residential accounts. • Used UniBasic (SQL) at Universe Command Processor level for problem solving and creation of reports. • Performed daily operational duties including loading/reading toll tapes and formatting calls. • Ensured rating and billing of customer invoices are met by respective deadlines. • Ran various daily, weekly, and monthly reports for management. • Assisted in System Administration including daily backups and process management. • Although my role did not involve direct interaction with external customers, I provided essential support to internal staff, ensuring t

About

Detail

Timeline

Résumé