Daniel Jones
Jacksonville
Summary
Results-driven Technical Support Analyst with Trimble Transportation, adept at diagnosing complex software integration issues and enhancing API connectivity. Proficient in SQL and skilled in proactive problem-solving, I have improved customer satisfaction by reducing escalations through effective communication and collaboration with cross-functional teams.
Overview
7
7
years of professional experience
Work History
Technical Support Analyst
Trimble Transportation
Raleigh
12.2021 - 02.2025
- Diagnosed and resolved software integration issues, including API connectivity and database management
- Utilized SQL Profiler to run traces and applied out-of-band fixes to databases
- Backed up and restored databases, ensuring data integrity and system reliability
- Troubleshot IIS configurations, including app pools, HTTP to HTTPS conversions, and TLS issues
- Created and managed JIRA tickets for product enhancements and bug fixes, collaborating with developers and DBAs
- Set up mock web-based environments for issue replication and troubleshooting
- Provided technical guidance to customers on software usage and interface integrations
- Maintained positive working relationship with fellow staff and management.
- Conducted remote diagnostics to identify and solve technical problems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Used remote login tools to assist clients with technical and product questions.
- Utilize CRM software, such as Salesforce and NetSuite, to communicate and maintain customer issues.
- Migrated Report, Web and SQL Servers to new environments.
Web API Support Analyst
Concentrix
06.2018 - 12.2021
- Specialized in API troubleshooting, testing, and management using Postman, SoapUI, and Swagger
- Managed external developer engagements, resolving technical connectivity issues and ensuring seamless integrations
- Produced comprehensive API documentation, including Postman collections and Swagger workbooks
- Trained team members on API best practices and platform functionalities
- Proactively identified and resolved API usage issues, reducing escalations and improving customer satisfaction
- Assisted in setting up and troubleshooting SaaS, On-Prem, and Hosted environments
Education
Bachelor of Science - Computer Science
Post University
03.2025
Business Marketing -
Fairmont State University
01.2015
Skills
- Postman
- SoapUI
- SQL
- SSMS
- SQL Profiler
- Visual Studio
- Git
- GitHub
- Swagger API
- API Gateway
- REST APIs
- Web Services
- XML
- JSON
- Microsoft Azure
- Linux
- Oracle Virtual Box
- Citrix
- Salesforce
- NetSuite
- Database Management
- Cloud Administration
- Virtualization
- SSRS Reporting
- SMTP Relays
- Excellent Customer Service
- Proactive Problem-Solving
- Strong Communication
- Team Collaboration
- C
- Splunk
- cURL
- Auth0 Validation
- Proficient in Microsoft tools like Excel, Word, and PowerPoint
Accomplishments
- Successfully troubleshooted and resolved complex API connectivity issues, improving system uptime by 20%.
- Developed and maintained API documentation, reducing onboarding time for new developers by 30%.
- Collaborated with cross-functional teams to implement out-of-band database fixes, minimizing downtime for clients.
- Trained over 15 team members on API best practices, enhancing team efficiency and knowledge sharing.
Timeline
Technical Support Analyst
Trimble Transportation
12.2021 - 02.2025
Web API Support Analyst
Concentrix
06.2018 - 12.2021
Bachelor of Science - Computer Science
Post University
Business Marketing -
Fairmont State University
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