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Support Representative Resume

Pittsburgh, PA


Solutions-focused Senior IT Professional with broad-based experience and hands-on skill. An enthusiastic professional that enjoys being part of, as well as leading, a successful and productive team. Quick to grasp new ideas and concepts while developing innovative and creative solutions to problems. Has executed seemingly complicated processes with poise and resourcefulness under the tightest of deadlines.

Employment History:

June 2005 – Present
Senior Field Service Engineer / Support Representative / Technical Trainer
Traveled nationally to install, repair, and support proprietary medical equipment, software and computer systems at customer locations throughout the United States.
Trained clinical/Biomedical staff on properly use and maintenance of aforementioned equipment and software.
Work with customers to assess their needs and recommend possible solutions to complex problems.
Worked with upper management and peers to streamline processes and procedure in order to reduce cost while improving the quality of service to customers.
Provided outstanding customer support via phone and e-mail.

January 1999 - January 2004
Information Technologies Manager
Manage technical support call center; operations and support center staff for a medical device manufacturing company.
Developed, managed, and achieved objectives of an $800K departmental budget.
Planned, developed and coordinated the implementation of infrastructure projects, processes, and services to ensure maximum operational performance and returns of capital investments.
Ensured compliance with security standards, policies, processes, and guidelines for services and support to the business unit.
Work with executive management to determine future objectives for support center function and service levels.
Lead project to design documentation and forms distribution application, a corporate wide time and attendance system and lead team charged with the designed and implementation a disaster recovery plan.
Designed and implemented data and communications network for new state of the art manufacturing facility which produced an increase in productivity of 17% annually.

July 1998 - June 2005
Company President / Network Implementation Consultant
Design and implemented dynamic, cost effective servers and network infrastructure solutions that ensure security and compliance with federal HIPPA standards.

February 1998 - December 1998
Microsoft Technology Consultant/Trainer
Confidential,Pittsburgh PA
Substantial hands-on experience installing, configuring, administering and supporting Microsoft Windows based products. Provide technical consulting services to clients.
Provided technical classroom training on various Microsoft products.
Network installation, premises wiring, hardware assembly and configuration.

August 1997 - February 1998
Technical Support/ Systems Engineer,
Provide Tier 1 & 2 technical support to VMS, Windows NT 4.0 / Windows 9X based client community.

July 1996 - June 1997
Data Center/Help Desk,
Responsible for operation and monitoring of computer processing and worldwide data communication network on a 24/7 basis. Supporting client communities by receiving problem notification, categorize, track calls, and implement or recommend corrective action. As well as troubleshooting of printer, PC, and network problems.

January 1994 - July 1996
Operations Analyst/ Supervisor,
Health America, 700 Grant Street, Pittsburgh PA 15222
Performed daily systems administration, backups, service monitoring, analyze daily system activity, made schedule changes and managed Information Systems Group inventory.
Supervised trained and evaluated of operations personnel.

August 1988 - September 1993
Computerized Control Systems Technician,
Participated in all phases of software life cycle including estimating work requests.
Developed & maintained databases and conducted pre-installation validation testing.
Designed graphical interfaces for railroad control system layouts on CADD.
Training customers and new employees.
developed & maintained quality control procedures for database manipulations & CADD drawings.
Developed command procedures in DCL.

Education: Confidential