Beth Lane

Background

About Beth Lane

I am an Application Support Analyst with 25+ years of broad business experience focused on operational support of systems, software, analysis, and direct customer service. Solid track record of implementing procedural and application improvements to improve efficiency and halt financial losses. KEY QUALIFICATIONS • Operational Support: Monitoring and adjusting daily operation schedule; recommendations; Program failure and recovery support; Problem solving; Critical thinking; Communication; Team management; Staff training • Help Desk: End-user support; Inbound call center management; Customer satisfaction; User issue analysis Software Support Analysis: Software/OS troubleshooting; System back-ups; New systems implementation and upgrades; Technical documentation; Software enhancement request (Gathering requirements from inception to implementation); Diagnosis of issues; Application of subject matter expertise • Implementation: Client needs assessment; End-user training; Goal-setting, planning, and monitoring progress to completion • Quality Assurance: Resolving software issues: Developing test cases and strategies; Executing test conditions; Reviewing/documenting results; Analysis and reporting; Regression testing TECHNICAL SKILLS & ON-THE-JOB TRAINING • Office Applications: Microsoft Office (Word, Excel, Access, PowerPoint) Outlook, Adobe, Smartsheet, OneNote, Snagit, SysAid, Bluebeam, Azure, Communication Tools (MS Teams) • Operating Systems & Communications: Windows NT, Windows 10, Windows XP Professional, HPUX (UNIX) 10.20/11.0, FTP • Languages: SQL, SQL Plus, Cobol • Database Management/Utility Programming/Utility: JAMS; Oracle 9I/10G, Suprtool, MPEX, Quiz, VI, Unix Fundamentals, SQL Query Analyzer, Toad • Mail Order/Warehouse/Shipping System: Direct Commerce / Open Systems (formerly MACS), Vertex (sales tax manager), PKMS (warehouse management system) PRMS (manufacturing and order management system), VendorNet (Drop-ship management software), FedEx Server and Ship Manager, ICVERIFY, Ecometry Open Systems, POS, eformZ, EDI eVision