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Technical Support Representative Resume

Ann Arbor, MI

SUMMARY:

An opportunity for personal and professional growth, utilizing my hardware/software background and extensive customer service experience.

JOB HISTORY:

Confidential, Ann Arbor, MI

Technical Support Representative

Responsibilities:

  • Software support for Confidential software used for preparation of tax returns.
  • Bug tracking using Azure DevOps. Live customer support with Webex, LogMeIn, Cisco virtual phones.
  • Proprietary trouble ticket tracking.

Confidential, Ann Arbor, MI

Technical Support Representative

Responsibilities:

  • Provided technical support for Confidential customers.
  • Supported firefighters, police departments, hazmat teams using Confidential software via email/phone/Zendesk software.
  • Tracked issue resolution, followups.
  • Conferred with software developers to plan software updates or client - specific enhancements as needed. 24/7 OnCall support for select customers.
  • Supported customer deployments from client/server installations and configurations through deployment and post-deployment ad hoc training/troubleshooting.
  • Company Backups Specialist
  • Created/maintained a variety of Powershell scripts, unix shell scripts and cmd batch files to implement automatic nightly backups of vital company infrastructure and codebase.
  • Maintained documentation of same.
  • Company Release Management Specialist
  • Planned and implemented release of new products using InstallShield/InstallScript installers.
  • Created MSI installers and setup.exe bootstrappers including company-specific customizations.
  • Pre-Release Testing of Confidential software in Windows 7/8.1/10 environments using VMWare Workstation Pro/vSphere.
  • Spotted new bugs, verified/replicated bugs reported customer-reported bugs.
  • Tracked/Retested/Resolved bugs using Bugzilla.
  • Built software packages via svn, Adashi-supplied build scripts and Visual Studio.
  • Provided Technical Support for Confidential employees: VPN setup, configuration of Company software, standard office environment software installation and support.

Confidential, Ann Arbor, MI

PLC Lab Technician

Responsibilities:

  • Hired upon completion of PLC classes to run the PLC lab while teacher lectured.
  • Presented lesson plans to students; created hardware and software ‘bugs’ for student practice, taught PLC hardware and software.
  • Created /revised technical drawings (DrawPlus).
  • Verified student proficiency, maintained equipment, etc.

Confidential, Ypsilanti, MI

Dispatcher/CSR/Driver

Responsibilities:

  • Purchase and build of company PCs. Taxi dispatching, CSR and customer service.
  • Credit card processing.
  • Built/installed/networked new company PCs.Website content creation and maintenance).
  • Custom airport reservation form (PHP) allowing semi-automated formatting into existing dispatch software.

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