Sr. Application Support Analyst @ From October 2015 to Present (3 months) Sr. Technical Support Specialist @ -Supervise internal training for support representatives -Manage incoming emails to the support inbox, merge them into call tracking software, determine and assign priorities, and place them into a queue or assign to support representatives to be addressed -Monitor issues to ensure timely resolution -Address first/second tier support and escalated issues -Evaluate progress of support representatives -Gather requirements from client to determine functionality or modifications that best suit their needs From July 2013 to October 2015 (2 years 4 months) Technical Support Specialist @ - Provide phone and email support to end users at various levels from shipping clerk to CFO - Explain technical concepts to non-technical users - Handle a range of support issues from minor training questions to software defects, data fixes, and database crashes - Work internally with the development team to ensure customer's needs are met as part of customizations or standard enhancements to the software - Provide research and duplication information to the development team to assist in correction of defects - Manage incoming emails to the support inbox, merge them into call tracking software, determine and assign priorities, and place them into a queue or assign to support representatives to be addressed - Train and consult on use of the software and best practices to users at various levels (remote and occasional on-site) - Design and modify Crystal Reports for use in both reporting and printing of transactional documents - Conduct routine database maintenance functions on customer databases - Document features - Create and conduct a live presentation/workshop for annual users' conference From April 2008 to August 2013 (5 years 5 months)

Bachelor of Arts (B.A.), Political Science, German @ Drew University From 2004 to 2007 Edward Graf is skilled in: Crystal Reports, Business Analysis, Technical Support, Systems Analysis, Communication Skills, ERP Software, Troubleshooting, Customer Support, Analysis, Customer Service, Progress 4GL, Technical Writing, Management, ERP, Training, Software Documentation, Databases, Process Improvement