Kathleen Gaudette

Customer support and software analyst with 10+ years of relational database experience supporting enterprise applications, troubleshooting user issues, testing software changes, creating documentation, training users, and providing reporting and data-related support across education, municipal, finance, procurement, and operations environments. Experienced with enterprise platforms (ITSM/ERPs). Skilled in intra-departmental communication, documentation, SQL script delivery, Microsoft Excel, Microsoft Word, Microsoft Outlook, Zoom, Microsoft Teams, SalesForce.

Limited exposure to JIRA, Zendesk, Microsoft PowerPoint, and Microsoft Access.

Product Support Specialist at Senior Systems (2016-03 – 2026-05)

• Support a client base of approximately 400 private schools across the U.S. and Canada using a proprietary Student Information System (SIS).
• Log support requests using CRM software (Salesforce)
• Research and answer software application questions related to Finance, Academics, Admissions/Enrollment, and System Administration applications via phone and email support.
• Follow reported issues from inception through resolution (roughly 8 cases of varied complexity on a daily basis).
• For more complex issues, replicate errant software behavior, troubleshoot failed SSO, API, and/or SFTP connections, then record steps and results within case ticket to pass to Development/Programming teams for further review/resolution.
• Assist IS with in-house resolution testing (QA), and when possible, implement "fix" to customer's LIVE database environment.
• Deliver SQL scripts designed by the IS team to support client import, export, and data correction activities.
• Use case-related resolutions to create internal/end-user documentation.
• Provide remote, end-user training and support via Zoom and/or Microsoft Teams.
• Mentor incoming Customer Support staff members as part of the internal onboarding process.
• Responsible for maintaining up-to-date knowledge of all application functionality through self-guided training and/or intra-team collaboration.
• Maintained CSAT score of 94% on a regular basis.

Customer Support/Software Analyst at Vision Government Solutions (2014-04 – 2015-11)

• Support a client base of approximately 500 municipalities from New England to Virginia using CAMA software.
• Research and answer software application questions through phone and email support.
• Resolve support requests, troubleshoot issues, and replicate scenarios for developers to address.
• Assist with in-house software testing.
• Train customers on system components through web meetings and on-site visits as needed.
• Assist clients with transferring database copies to the FTP site.
• Create installation documentation for Oracle and CAMA software for internal support teams and local IT departments.
• Use remote access applications, including TeamViewer, Join.me, and a proprietary VPN site, to install Oracle Server/Client and CAMA software.
• Serve as interim Project Manager to assist with onboarding new CAMA clients.
• Deliver SQL scripts designed by the IS team to install database copies and correct database errors.
• Mentor new Customer Support staff members as part of the internal onboarding process.

Psychology – Worcester State College