Hi, I’m
Kitty Franco
142 Pilgram St. Sault Ste. Marie,ON
Summary
Manufacturing Application Support Analyst Technical Support / Customer Care / Product Application analyst with +10 years in experience in both the technical and client care field.
Can manage administration tasks as well. Fast learner with no issues working under pressure and meeting deadlines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
years of professional experience
Work History
Infor
Manufacturing & Technical Support Analyst
03.2019 - 07.2023
Job overview
- Support production, business, and other processes in team-based manufacturing & technical environment
- Develop / revise process documentation, such as Knowledge based articles
- Facilitate Root Cause & Corrective Action tasks and drive to closure
- Create / Provide SQL scripts for data correction
- Contribute to end user operations, such as costing, inventory control, planning, and budgeting
- Provided manufacturing systems support for several different product areas
- On demand support for Elite / VIP customers
- New hire trainings.
- Used ticketing systems to manage and process support actions and requests.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Cambridge University Press
Technical Support Analyst
08.2015 - 03.2019
Job overview
- Investigate and resolve customer inquiries using own initiative
- Troubleshoot problems with online systems and installation of digital applications
- Test new systems and digital platforms
- Continually review working practices and existing systems, recommending areas of improvement, and providing feedback on system developments
- Write and review FAQs and documentation for internal and external use
- Training new staff members
- Detailed knowledge of electronic systems including internet and intranet ordering, site license agreements, online access control, and products.
- Support other departments (sales, marketing, and production) with information, creation, and distribution of digital access codes and requests for technical support.
- Create and review process mapping.
Tata
SAP Analyst
01.2015 - 08.2015
Job overview
- SAP Data Support for Grainger. Provide support for PRD SAP module
- Documented and maintained technical specifications for SAP applications.
- SAP Order / Warehouse Management.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Solved functional and technical obstacles and worked closely with project team from different streams.
CompuCom - GE
Technical Support Analyst
08.2012 - 01.2015
Job overview
- Helped start General Electric pilot campaign
- Firsthand technical support specifically for GE employees (chat, email, and phone support)
- Troubleshooting system & network problems
- Diagnosing and solving hardware or software faults
- Active Directory (Setting up new users' accounts and profiles. Assisting with access issues as well.
CompuCom
Client Advocate
Job overview
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Handled escalated calls and customer inquiries and suggestions courteously and professionally.
- Trained agents on first hand customer service and procedures.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
CompuCom
QA Analyst
Job overview
- Weekly meetings with both operation managers and QA managers
- Created and revised procedures, checklists and job aids to reduce errors.
- Administered more then 100 (monthly) internal quality audits and assessed results to inform corrective action measures.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
Education
Sault College of Applied Arts And TechnologySault Ste. Marie, ON
Ontario College Certificate from Pre-Health Sciences
04.2024
UTEL - Universidad Tecnológica Latinoamericana En LíneaMexico City
Bachelor in Industrial Engineering from Industrial Engineering & Administration
03.2023
Colegio De BachilleresMexico City
GED
06.2019
Skills
- Bilingual - Spanish / English
- SAP - Order Management & Warehouse Management
- Leadership
- ERP
- Project Management
- JIRA
- Problem Solving
- Teamwork
- Adaptability
- Technical Research
- Customer Care / Service
- SQL Understanding
- Backlog Management
- Organization
- Quality Improvement
- Technical Support Management
Timeline
Manufacturing & Technical Support Analyst
Infor
03.2019 - 07.2023
Technical Support Analyst
Cambridge University Press
08.2015 - 03.2019
SAP Analyst
Tata
01.2015 - 08.2015
Technical Support Analyst
CompuCom - GE
08.2012 - 01.2015
Client Advocate
CompuCom
QA Analyst
CompuCom
Sault College of Applied Arts And Technology
Ontario College Certificate from Pre-Health Sciences
UTEL - Universidad Tecnológica Latinoamericana En Línea
Bachelor in Industrial Engineering from Industrial Engineering & Administration
Colegio De Bachilleres
GED
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