Cloud Support Analyst

Since 1991, Hyland has been helping customer and partners exceed their potential with their content services platform OnBase, Hyland's flagship product. OnBase centralizes important business content in one secure location, and then delivers relevant information to you when you need it, wherever you are.

As a cloud support analyst, I was responsible for owning the customer's hosted solution, including the application and technology. Engage with the customer's solution at multiple levels throughout the life of the hosted solution.

Coordinate and work with Technical Support, Quality Assurance, and Development departments regarding OnBase software issues

Safeguard the security, integrity, and confidentially of all Global Cloud Services customer data.

Participate in assigned maintenance windows and support, including those that fall outside of normal business hours.

Create technical documentation of the customer's solution, as it's initially deployed, and changed and updated over time, and make available to Hyland Technical Support, Global Cloud Services, and other departments as required.

Complete knowledge of the installation and configuration of components to provide for the operational execution and administration of the solution. Components include: IsAlive, SFTP, Command Console, and solution specific monitoring.

Own a subset of customers hosted by Global Cloud Services, working together as a team. Provide best in class hosting insuring a customer's OnBase solution meets or exceeds their expectations, and engage all supporting departments within GCS and within Hyland.

Troubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members

Provide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issue

Monitor and pick up support cases from customers requesting assistance via internal company system with oversight

Identifies and submits software defect cases to internal team for review

Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly

Collaboration on the initial installation and configuration of SQL Servers (On-Premise customers). Assists with setting up application created database tables. Knowledgeable and able to give advice with backup and recovery plans and procedures based on industry best practices.

Provide rotating on-call services to support 24/7 Production environments.

Understanding scripting languages such as VBScript to assist with workflow customizations.

Analyze log files (On-Premise) to debug user and back-end errors.

VBScript - It was my first experience with an client side scripting language. The product OCR for AnyDoc, offered by Hyland, was an On-Prem environment that required a lot of customizations through VBScript. Scripting was done by on the clients side, which became a large issue as many functionalities that were linked to the script often broke.

GIT - I had not used my knowledge of version control software prior to working at Hyland. I grew accustomed to branching models and it helped with having multiple independent local branches.

PowerShell - Had to take a crash-course from Hyland's internal courses offered. Really helped with remote management, Get-Commands and Use-Filter in AD cmdlets.

Wireshark - Used very frequently to troubleshoot application communication between servers. Normally the client's environment should be handled by their own IT/IS team but in most cases we would have to point out packet loss (TCP'/UDP) on their IP's before they would consider it was an environmental issue. -_-

Contact me directly for more information: younchoi7@gmail.com