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Technical Support Lead Resume

Wellesley, MA

OBJECTIVE:

I am looking for an opportunity to work as a business analyst for a progressive company where I can make use of my professional and academic skills. These skills include but are not limited to: technical support, training, information gathering, and QA testing. In addition, I want to utilize my customer service experience to support my client’s needs within a collaborative team environment.

SKILLS:
  • Quick learner with ability to translate complex ideas and processes into technical facts or persuasive non - technical presentation.
  • Excellent organizational skills and ability to prioritize workload.
  • Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.
  • Excellent communication, interpersonal and presentation skills.
  • Possess strong research skills and has experience dealing with international clients.
  • Platforms: Windows 8/7/XP/NT/2000/98, MS-DOS and Red Hat Linux.
  • MS Office Suite, MS Outlook, Visio, SQL Server 2012/R2/2008/2005, SSMS, T-SQL, Oracle 8i/9i, SQL Plus, PL/SQL, DataLoad, and CRM applications.
  • Extensive experience in SumTotal LMS (GEO Maestro).
  • Extensive knowledge in PC/Network configurations, trouble shooting, hardware peripherals, networking protocols and desktop management tools.
PROFESSIONAL EXPERIENCE:

Confidential Wellesley, MA

Technical Support Lead

  • Provide timely technical support, training and advice to clients and consultants.
  • Serve as the SME for company's LMS by providing support, maintenance, analysis and administration.
  • Conduct instructor-led webinar training sessions for clients and consultants.
  • Facilitate customer resolution for escalated support requests and engage the necessary technical support.
  • Track Helpdesk support levels and balance workloads to bring customer issues to completion within appropriate time frames.
  • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
  • Provide ad-hoc reports to the end-users and management.
  • Report software issues and provide proposed solutions to the Development team.
  • Assist developers in testing new software releases and help document processes.
  • Coordinate and manage daily activities of the department.
  • Train new hires on support procedures and other departmental duties.
  • Works with other department managers to ensure operational consistency.
  • Help with ad-hoc projects when needed.

Confidential Waltham, MA

Database Support Specialist (contractor)

  • Worked closely with in-house ERP team to solve data issues in Oracle.
  • Configured Dataload to load data into Oracle applications.
  • Performed database cleanups and updates.
  • Worked interactively with purchasing team in solving Legacy data issues.

Confidential . Avon, MA

Application Specialist (contractor)

  • Worked with project managers and clients to configure systems as required.
  • Traveled to client sites to assist in data gathering, system repairs, network and software issues.
  • Installed/removed/troubleshot/configured various security applications and hardware components.
  • Installed required hardware and software for various projects.
  • Performed testing and data imports as needed for projects.

Confidential Worcester, MA

Helpdesk Analyst (contractor)

  • Worked in help desk supporting users regarding network and desktop issues.
  • Played an integral role in Novell to NT migration roll out.
  • Applied troubleshooting and repair skills to solve computer and network connectivity issues.
  • Performed setup, configuration and administration of PC’s and Laptops running Win NT and 2000.
  • Installed hardware and Software to PC’s in both desktop and lab environments.
  • Assisted users in Email usage, connectivity and account maintenance.
  • Stored and restored data on new PC’s with user settings and preferences.

Confidential Framingham, MA

PC Network Technician

  • Performed PC upgrades, configurations, troubleshooting and preventive maintenance.
  • Provided Hardware/Software tech-support over the phone and in person.
  • Conducted a variety of diagnostic tests and upgrades.
  • Installed/configured/troubleshot software applications.
  • Troubleshot/configured/repaired PC’s and laptops in the store and on customer sites.

Confidential Natick, MA

Pharmacy Technician

  • Followed up with medical staff complaints and resolved issues in a timely fashion.
  • Applied technical and clerical skills to complete work of the department.
  • Managed billing accounts and daily inventory.
  • Maintained accuracy when charging or crediting patients, performed pharmaceutical calculations.

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