Higher National Diploma

Implementation and Support Analyst

Handle software-related (InfoWARE global ERP) requests for assistance (problems) Troubleshoot InfoWARE global ERP and identify root causes of software problems Analyze software related issues and propose solutions Fix software problems and test (verify) solutions prior to implementing them Obtain and log customer feedback for the purpose of process improvement Document software support activities thoroughly, accurately, and in a timely manner Make decisions quickly, sometimes with limited information Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement. Responding to technical support tickets. Talking directly to the customer to determine the nature of the technical issue. Actively monitor all support channels to attend to all issues logged. Design Reports to support multiple business functions. This includes design and coding database objects, stored procedures, views, functions for the underlying report data sources. Develop reports using Microsoft SQL Server Reporting Services (SSRS) development environment Support the implementation, coordination and execution of enterprise data reporting to enable business intelligence initiatives. Designed and built statistical reports for the Order and Execution Management System and Wealth Management offerings that helped increase customer buy-in (up to 60% per product) and lowered NPS rate by 80%. Built operational reporting in SSRS, creating generic reporting templates for customers resulting in 70% annual incremental revenue and reduction in labour hours by 60%. Work collaboratively with application build teams and End Users to gather specifications and reporting requirements. Utilize the following technology in everyday work activities: Excel, Microsoft SQL Management Studio and SSRS. Interfaced with a cross-functional team of business analysts, developers and technical support professionals to determine a comprehensive list of requirement specifications for new applications. Understand business definitions and translate them into technical specifications to be able to help develop analytic reports. Perform manual and automated data validation by comparing the information on the reports to what is documented in the clientʼs manual computation. Design, develop, and test ERP reporting solutions based on business requirements Recommend and implement enhancements to existing reports and standard practices to improve reporting efficiency and reduce future maintenance effort Supporting Help Desk tickets and Change Management processes Involved in all implementation phases top clients and led to the successful closure of all projects, with tailored applications for the clients released on time. Ensure end-to-end customer relationship management. Created user documentation that empowered and enabled clients to extend skills, leverage system features, and find resolutions to questions without intervention from the support team. Using Microsoft Reporting Business Intelligence Studio, created and deployed reports for clients. Performed application data validation and data extraction using Microsoft SQL by studying the schema and writing SQL queries. Provided application support and responded to issues from users, ensured issue resolution within 24 to 48 hours to reduce downtime clients can experience. Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations, and product innovation. Communicated technical development stages and provided design support to businesses and other stakeholders encouraging participation for on-time execution. Improved Technical Writing process for online customer learning materials. Developed program specifications of new application modules through