Charles G.
Software Support Engineer @AMCS Group
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WORK HISTORY
Software Support Engineer @AMCS Group
IE
Delivered L2–L3 application support for global clients using legacy ERP (ELEMOS) and cloud-based waste management platforms, resolving 30+ support tickets weekly with 95% SLA adherence.* Leveraged SQL Server Management Studio (SSMS) and T-SQL to troubleshoot and resolve report discrepancies, data mismatches, and customer billing issues across multiple environments.* Created and maintained custom SSRS reports to meet client-specific financial, operational, and compliance requirements, improving reporting accuracy and reducing support load by 20%.* Used Visual Studio and sandbox environments to test software bugs, simulate production issues, and validate patch fixes before rollout.* Supported NetSuite integrations and back-end workflows related to customer data and billing processes, collaborating with Sales Ops and Dev teams for seamless cross-platform operations.* Conducted shell-based log analysis and configuration file reviews to isolate and resolve environmental failures and system outages.* Documented root cause analysis (RCA) and contributed to the internal knowledge base, reducing repeat incidents by 15%.* Delivered clear client-facing communication with detailed steps and follow-ups, contributing to a 90%+ customer satisfaction rating on closed tickets.
EDUCATION
University of Central Florida
Bachelor of Applied Science - BASc, Computer and Information Sciences and Support Services
Careerist Manual QA
Certification of Completion, Quality Assurance Tester
ABOUT CHARLES G.
Successful and unsuccessful people do not vary greatly in their abilities. They vary in their desires to reach their potential.” – John Maxwell
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