Technical Software Support Specialist Resume

SUMMARY

IT specialist with a strong technology background and experience in the field, effective communication
Skills and a complete knowledge of operating systems that can be utilized to improve operations.
Application Servers (Windows and Linux Servers)
Excellent communications skills
Microsoft Office Applications
Call Center Environment
Ability to train, motivate, and develop other employees
Strong oral communication and problem solving skills
Networking troubleshooting
Ability to learn and troubleshoot any new software
Fluent in Spanish and English

PROFESSIONAL EXPERIENCE

Confidential

Technical Software Support Specialist

Responsibilities:

Provide high technical support to external customers, and escalate issues with engineer groups as necessary.
Advise customers on recommendations for meeting certain business needs through application software, hardware, or system functionality of our products.
Resolve communication issues between our server and other vendor servers using log analysis.
Support the integration of multiple financial applications with different systems such LDAP, Card Management System, Card processor and HSM’s
Utilize strong technical aptitude on a daily basis with experience in Windows Based Operating Systems, SQL Server, Linux and IIS.
Monitor the environment health and drive improvements to enhance availability, performance and encryption of information.
Demonstrate a strong understanding of issues, including in - depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SES as needed to drive incident and problem management.
Ability to resolve Hardware issues (Instant Issuance Printers, pin pads, Windows workstations).
Resolution of Software and Hardware Vulnerabilities through software patches, firmware updates, enabling secure protocols such SSL, TLS and Ciphers in the customer’s Windows server environment.
Troubleshoot Network connectivity issues using network tools.
Certificates installation and binding for the Web client application solution and the integration with other vendor systems.
Ability to manipulate data integrations through text editors for different XML and DLL files.

Technical Analyst ll

Confidential, MN

Responsibilities:

Evaluate and test new software and hardware implementations in DEV environment before deployment.
Installing, configuring, testing and maintaining Pharmacy systems.
Creation of Change of Orders for multiple different implementations.
Maintaining and creating knowledge base to help with the resolution of incidents.
Resolve incidents calls at level 2.
Work with outside vendors to resolve complex errors in our systems.
Troubleshoot and monitor Application Servers (Red Hat and Windows 2008) to ensure proper Business flow.
On call 24x7 for critical events.
Help with the decommission and creation of new pharmacies from the IT point.
Escalate outages with other Engineer teams and the escalation management team to prompt a quick resolution.
Develop and update documents to help with the resolution of the incidents.
Receive and prioritize issues and forwards using escalation procedures.
Work with field technicians when remote support doesn’t resolve the issue.
Manage and resolve incidents reported by the users using CA Service Desk ticket system.
Resolve issues with systems and hardware to ensure business flow.
Research user questions and isolate and resolve information systems problems.
Coordinate with network services and information systems groups.
Load software packages for operating systems and applications.

Desktop Support

Confidential, MN

Responsibilities:

Call supportand Remote Support.
Troubleshoot Windows 7 and Windows 10.
Data backups and data transfers.
Microsoft Applications.
Hardware implementations.
Installation of new software.
Hardware implementations.
Customer technical consulting on new technologies.
Troubleshoot software and hardware failures.

IT Support

Confidential, MN

Responsibilities:

Installation and security cameras in common areas of West Port buildings.
Hardware and Software support.
Responsible for backing up all company's data.
Technical Support.

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