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Eren M.

Technical Support and Analytic Guru

Commitment
0/ 5
Competency
0/ 5
Reliability
0/ 5
  • Overall Experience: 11 Years  
  • 1ShoppingCart (Store Management Software):
  • Agile Software Development:
  • Algorithm Development:
  • Amazon Relational Database Service:
  • Android:
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Eren M. 

Technical Support and Analytic Guru

Commitment
0/5
Competency
0/5
Reliability
0/5

Time zones ready to work

  • Eastern Daylight [UTC -4]
  • Central Daylight [UTC -5]
  • Pacific Daylight [UTC -7]
  • Mountain Daylight [UTC -6]
  • Eastern European [UTC +2]
  • Eastern EST [UTC +3]
  • Greenwich Mean [UTC ±0]
  • Further EET [UTC +3]

Willing to travel to client location: Yes  

About Me 

Self-motivated data and systems support analyst, that can provide professional expertise in solutions for data analysis, coding, and variable information controls. Exp

Self-motivated data and systems support analyst, that can provide professional expertise in solutions for data analysis, coding, and variable information controls. Experience in running reports in Microsoft Excel using v-lookup, pivot tables, etc.  Over seven years supporting hardware, software, printer, and iPhone/smart-phone components.  Willing and able to learn new systems and adapt with changing corporate environments.  A solid back ground in sales.  Work well alone and as part of a team.  Effective communicator, and strong technical documentations skills.

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Employment

Mac + Tier 1 Support

2016/08 -

Skills: IPhone App Development

Your Role and Responsibilities:

· Handles escalated questions via the telephone that usually focus on specific product segments, addressing both hardware and software related issues

· Reporting/escalating issues through the appropriate channels

· Effectively communicating i

· Handles escalated questions via the telephone that usually focus on specific product segments, addressing both hardware and software related issues

· Reporting/escalating issues through the appropriate channels

· Effectively communicating information with team members and customers alike

· Driving solutions to identified issues, as well as for mentoring and training (development and delivery) with new employees.

· Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes

· Additional responsibility as business needs dictate

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Team Lead

2010/11 - 2012/08

Skills: Oracle

Your Role and Responsibilities:

  • Created and coordinated Tier 1.5/Tier 2 function and escalation process
  • Floor trained beginning agents on  phone and support etiquette
  • Created and setup training for tier 1, 1.5, and 2 to learn Deustche Bank Service Desk requirements
  • Monitored all
  • Created and coordinated Tier 1.5/Tier 2 function and escalation process
  • Floor trained beginning agents on  phone and support etiquette
  • Created and setup training for tier 1, 1.5, and 2 to learn Deustche Bank Service Desk requirements
  • Monitored all service desk floor functions
  • ITIL process and utilized it for project coordination and
  • Lead team lead meetings concerning service desk operations
  • Assist new employee setup for virtual machines and access
  • Trained Tier 1.5 on RSA (RAS) token and Blackberry functionalities and troubleshooting
  • Assisted with problem management in creating scheduling
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Operations Support Analyst

2012/11 - 2013/09

Skills: SQL

Your Role and Responsibilities:

  • Responsible for operations support concerning the process for mortgage recovery for Bank of America, Chase, Wells Fargo and others, concerning deeds, modifications, re-recordings, mortgages and foreclosure documents.
  • Responsible for operations support concerning the process for mortgage recovery for Bank of America, Chase, Wells Fargo and others, concerning deeds, modifications, re-recordings, mortgages and foreclosure documents.
  • Obtain knowledge and have an understanding of deed types, mortgage types, and the functionalities of how to recover mortgage data from courthouses
  • Monitor and provide support to all operational procedures for current production application
  • Analyze and prioritize all research oriented programs
  • Administer and recommend changes for various processes to ensure escalation of operational proficiency
  • Created and executed SQL statements in both SQL production and development environments.
  • Provided SQL Support to front end users.
  • Resolved issues within production database using MS-SQL queries.
  • Analyzed FTP share and provided information for senior manager.
  • Created SQL instances and databases as needed.
  • Executed daily batch processes, and researched file share for a duplication project.
  • Worked with Data Analyst to write user-interface.
  •  Accountable for being the Data Analyst and Sr. DBA backup when they were unavailable or out of the office
  • Maintain various documents for operational systems and update it as required
  • Develop and analyze all key operational metrics to evaluate performance
  • Supervise all performance assessment programs in association with operational groups
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Education

1999 - 2001

Skills

1ShoppingCart (Store Management Software) Agile Software Development Algorithm Development Amazon Relational Database Service Android
+ More

Tools

Notepad++ (Win/Mac)

Hobbies

Podcasting, weightlifting, and appl

Preferred Languages

English - Native/Bilingual