HUNTER FREEMAN
Monett,MO
Summary
Experienced Application Support Analyst adept at collaborating with internal and external vendors to implement applications using standard tools and frameworks. Possesses comprehensive knowledge of network administration, technical testing, and back-end applications. Demonstrates strong troubleshooting, analytical, and communication skills crucial for effectively resolving complex technical issues.
Overview
9
9
years of professional experience
Work History
Application Support Analyst
Jack Henry & Associates
04.2024 - Current
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Develop training materials and guides for software users, enhancing user proficiency.
- Ensure seamless communication with clients, fostering strong relationships during projects.
- Provide expert software support, resolving queries on features and functionality.
- Conduct software training for financial institutions, improving system utilization.
- Organize calls to define software parameters, ensuring tailored solutions for clients.
- Provided technical support for application issues, achieving substantial improvements in system uptime and user satisfaction.
Sports Director
Monett YMCA
01.2020 - 03.2025
- Coordinated contractors and staff to handle customer engagement events and free programs designed to spread awareness and bring in new clients.
- Handled department budgets and recordkeeping, including managing employee payroll and keeping client files updated.
- Trained instructors in teaching techniques, safety protocols and recordkeeping requirements.
- Used good organizational skills to manage workload.
- Monitored and evaluated program performance to determine value and quality.
- Met or exceeded monthly revenue and training goals.
Technical Support Representative
Jack Henry & Associates
08.2019 - 04.2024
- Followed predefined procedures to evaluate, solve, and escalate product-related issues.
- Escalated advanced customer issues to next-level support or managers to facilitate resolution.
- Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues.
- Gathered information from multiple sources to make technical decisions or suggestions.
- Documented and maintained detailed records of support requests, escalations and actions taken.
- Reduced support calls by contributing self-help information, operating tips, FAQs and technical solutions to common problems.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Representative
Jack Henry & Associates
03.2018 - 03.2019
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Completed paperwork for orders and new service actions.
- De-escalated customer complaints using specialized communication techniques.
- Communicated with clients over phone, email and chat platforms.
- Handled escalated callers to reach positive outcomes.
Bank Teller
First State Bank Of Purdy
08.2016 - 03.2018
- Provided exceptional customer service and support to earn numerous referrals.
- Used good cash handling skills and attention to detail to maintain balanced cash box.
- Opened and updated checking and savings accounts and CDs.
- Engaged customers to uncover needs and suggest related bank products.
Education
No Degree - AS/400
Scott Tech Regional Center
Skills
- Customer service
- Performance testing
- Technical troubleshooting
- User support
- Support end-users
- Resolve technical problems
- Teamwork
- Customer relations
- Customer-facing presentation skills
- Troubleshooting documentation
- Application monitoring
Timeline
Application Support Analyst
Jack Henry & Associates
04.2024 - Current
Sports Director
Monett YMCA
01.2020 - 03.2025
Technical Support Representative
Jack Henry & Associates
08.2019 - 04.2024
Customer Service Representative
Jack Henry & Associates
03.2018 - 03.2019
Bank Teller
First State Bank Of Purdy
08.2016 - 03.2018
No Degree - AS/400
Scott Tech Regional Center
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