Technical Support Associate Resume

SUMMARY

A+, Microsoft & CISCO certified IT Professional with a foundation in Management Information Systems gained through several years experience in the Manufacturing Sector in the areas of computer programming, analysis and user support. Has had a successful record in working closely with user groups to facilitate systems understanding and also a demonstrated ability to work as part of a team to meet corporate needs.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Associate

Responsibilities:

Handling a variety of complex technical customer issues dealing with various platforms, operating systems, applications, Inbound/Outbound Calling, Caller ID, Calling Features, LNP transfer and Order Fulfillment.
Special assignment on Interact Mobile task force responsible for creating work - flows to merge potential mobile phone issues into existing support related documentation.

Confidential

Programmer/ Business Analyst.

Responsibilities:

Responsible for the accurate documentation of business requirements and liaising between system programmers and user groups to ensure that all requirements were appropriately developed and adhered to.
Participated in user acceptance test activities to verify that business needs were met by the system.
Programmed custom reports and trained to users on QAD/Progress ERP system.

Confidential

Materials System Specialist

Responsibilities:

Assisted with data conversion aspects for the implementation of QAD/Progress System.
Coordinated and provided testing routines for the integration of new system modules.
Provided training to end users and reviewed process documentation to ensure accuracy.
Prime responsibility for proving the accuracy of Bills of Materials in QAD Database.
Analyzed EDI communications problems and worked with programmers to enhance scripting.

Confidential

Programmer/Systems Support

Responsibilities:

Provided support to users of AIM Manufacturing System.
Programmed Custom programs and reports in IDOL 4 (4 GL Language)
Provided backup support to Novell Network Administrator
Setting up User Accounts, System Backups, Installing software packages and Troubleshooting software problems.
Provided support on hardware related problems and configured user PCs.

Confidential

Customer Support Rep

Responsibilities:

Assisted customers with various software and minor hardware related problems.
Liaised with customers regarding program changes and programmed necessary modules.
Supervised computer operations and directed work flow in the EDP department.
Responsible for writing and checking all JCL before submission of batch jobs.
Analyzed and modified A/R System to produce output for capture on microfiche.
Consulted with users and performed analysis and programming for system changes.
Installed and configured various PC Software packages and provided training to users.
Responsible for resolution of all hardware, software and application issues.
Performed backups, restores, recoveries, upgrades and installations.