Support Representative Resume Malvern, PA - Hire IT People

OBJECTIVES

Be able to assist the company surpass its competitors by providing solutions that will reduce their cost and improve customers’ satisfaction through proper online technology. To look into a career beginning with an entry - level or junior position within the IT division as a web developer, programmer, database administrator, security analyst or infrastructure engineer.

AREAS OF EXPERTISE

Communication:

Can manage organizing, listing, and describing required tasks toward planned project goals.
Able to merge creativity with technology.
Able to remain unbiased during discussion until all ideas are heard and understood.

Infrastructure:

Experienced with hardware that includes cleaning, maintaining, upgrading computers with their individual component parts.
Wireless and wired networking support including know how to cut and crimp custom length Ethernet cables of categories 5, 5e, and 6
Networking setup of routers and switches
Software installation/uninstallation, configuration and debugging

Programming:

Languages C++, C#, Java, JavaScript, HTML5, Visual Basic, and .NET
Database design and languages such as SQL and SQLite
Conveyance of program layout using Universal Machine Language (UML) diagrams
Data structures, Linked Lists, Recursion, sorting algorithms
Design, implement, and testing of Android mobile apps using JavaScript and Android SDK
Debugging and troubleshooting programming problems or devices on the physical layer
Provide usability engineering that will make features of any system approachable, learnable, and satisfying to use for anyone.
Experience with configuring VMWare (Host and Guest)
Windows Server and Active Directory administration
Linux Apache webhosting
Experienced with Microsoft Office 365, SharePoint, and Visual Studio

Interests:

Team lead designer of an open source videogame project.
Led a team of dedicated and engaged people from around the world in a non-profit passion project, all run on donated time and effort working together.
The playable build is online and available for anyone to try upon request.
Predictive analytics, or predicting the future of certain cultural or financial trends.

PROFESSIONAL EXPERIENCE

Confidential, Malvern, PA

Support Representative

Actively fielded calls and online support requests during the Epic launch that came from PIVOT team support, super users, and end users with Epic related issues.
Provided immediate resolution on first contact for known issues or direct the issue to the appropriate second level support resources.
Answered a high volume of calls related to issues and questions that could include but not be limited to: password resets; access rights; printing; application functionality and/or “how to” questions; etc.
Created and documented ServiceNow “tickets”, assigned ticket impact and urgency (priority), assigned to correct service category, and assigned to correct service support group.
Completed “warm transfers” of inbound calls to Launch Control Support teams when warranted.

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Support Representative Resume

Malvern, PA

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