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Technical Support Resume

Hunt Valley, MD

Areas of Expertise:

  • Project Management
  • Systems Configuration
  • PC / LAN Service and Support
  • Help Desk Support/Training
  • Data Entry/Records Management
  • Hardware / Software troubleshooting
  • ERP/CRM Software
  • Technical Writing
  • Response / Support Systems Architecture
  • Process planning / Implementation
  • Customer Service

Technical Proficiencies

  • Windows XP/2000/Vista/7
  • Mac OS Leopard/ Snow Leopard
  • Microsoft Office Suite 2007/2010 (Word, Excel, PowerPoint, Visio, Outlook)
  • ERP/CRM Software (PeopleSoft, NetSuite, Seibel, RightNow, Vantive)
  • Adobe CS4/5 Suite (Photoshop, Dreamweaver, Illustrator, Fireworks)
  • Basic programming skills (HTML, Python, Java, JavaScript)

Professional Experience

October 2011 - Present
Systems Integration Manager
Confidential, Baltimore, MD

  • Development and implementation of ERP/CRM software
  • Created support policies and procedures governing case structures, incident response, and support resolution.
  • Instrumental in developing and implementing support structure and knowledge base for response systems for both employee and client use.
  • Technical writing and instruction of software, hardware and client purchased systems
  • Management of other team members up to and including training, scheduling, quality control and performance evaluations.
  • Creation of workflow documentation and presentations when pertaining to technical equipment and software.

March 2010 - October 2011
Tier 2 Technical Support
Confidential, Hunt Valley, MD

  • Software and hardware troubleshooting for Mac/PC platforms
  • Computer Peripheral troubleshooting
  • Trained and mentored new employees and team members
  • Created new training documentation and knowledge base resolutions
  • Used CRM system to document and track customer cases
  • Responsible for handling escalation cases from other agents
  • Provided quality-control and evaluations for Tier 1 agents

October 2009- March 2010
Temp Agency Employee
Confidential, Annapolis, MD

Store Design Reset Assistant.

  • Followed design instructions for inventory changes including pricing, brand, signage, layout, and over all store appearance.
  • Assisted in informing the employee\'s of the store changes as well updating inventory and price changes within the store.
  • Supported the project design team with the reset and design change for new stores.

Inventory/Distribution Assistant

  • Established, maintained, and organized inventory system.
  • Maintained excel spreadsheets for new inventory control procedures.
  • Assisted the engineering department in setting up claims and inventory control


2010-2012: Will culminate in the award of a Bachelor's Degree in Information Technology.
2007-2010: Computer Progamming.

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