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Technical Support / Business Support Resume

Plano, TX

SUMMARY:

  • Strategic thinker with 17+ years of progressive technical, global corporate IT, Customer Service, point of sale, technical and leadership experience.
  • Natural communicator with strong motivational skills and the ability to build, produce, and succeed.
  • Able to communicate effectively with all levels of corporate management and personnel, and to translate between business and technical viewpoints.
  • Successfully Scrub Systems for Malware/Virus/Malicious files and submit samples.
  • Build and Deploy Windows Image.
  • Software Implementation, and Support.
  • Supporting a Global ServiceDesk.
  • Operational and procedural experience with ITIL compliant environments.
  • Firewall and IPS Rule Creation and Troubleshooting.
  • Certified PC Repair Technician experienced in system integration, bench repair, in - shop and over-the-phone support.
  • Technical Trainer experienced in classroom, assessment, and development of material and best practices.
  • Audio and Video Editing, Sound Design and Mixdown Engineering.
  • Familiar with VMWare and Oracle VirtualBox.
  • Experienced with monitoring tools What’sUpGold and Solarwinds.

WORK EXPERIENCE:

Technical Support / Business Support

Confidential, Plano, TX

Responsibilities:

  • Provide start to completion resolution of issues for enterprise customers.
  • Follow up with customers to ensure completion of unresolved issues and drive business by providing excellent customer service and generating excellent customer service surveys.
  • Use Sysinternals tools and perform log analysis.

SAP BA / Support Specialist and Tester

Confidential, Fort Worth, TX

Responsibilities:

  • Supported the use of SAP R/3 PP, MM ERP.
  • Gathered customer requirements.
  • Utilized testing methods to deliver enhancements and support stakeholders.
  • Utilized Functional Spec and Technical Spec to Test and Deliver Enhancements.
  • Performed Standard Maintenance on tables in Production Planning.
  • Created Documentation.

Technical Support and SAP Analyst

Confidential, Richardson, TX

Responsibilities:

  • Provided to distribution center management and employees on use of new software.
  • Supported middleware applications in SAP ERP for Distribution Center / Fulfillment Center.
  • Utilized the BRD and communicate with business users to identify needs and create Functional Specification for programmers.
  • Utilized UC4 Automic Business Process automation tool scheduling jobs/batches/reports on multiple environments and SAP modules.
  • Troubleshot connectivity issues back to the d Confidential center and patch panel.
  • Provided basic troubleshooting and assistance with servers that control the sorter inducts throughout the distribution /fulfillment center.
  • Supported USB barcode scanners for the warehouse and POS applications at Employee Store.
  • Supported wireless Motorola scanners and their connection to PKMS via AS400.
  • Performed internal and remote customer technical support for technical and non-technical general inquiries.
  • Analyzed retail support vendor’s weekly performance metrics report.
  • Reviewed knowledge base for accuracy.
  • Service Desk CA Ticket management.

Technical Support / Desktop Administrator

Confidential, Dallas, TX

Responsibilities:

  • Troubleshot technical issues with hardware and software on desktop and laptop computers.
  • Worked with vendors to purchase new or replacement computer equipment.
  • Maintained and created desktop and laptop images for deployment.
  • Performed in and out of warranty repairs on Confidential Lenovo and Confidential Desktops and laptops supporting over 3,500 computers.
  • Coordinated audio video upgrades of conference and meeting rooms.

Service Desk Technical Lead

Confidential, Scottsdale, AZ

Responsibilities:

  • Assisted in coordinating daily operations of the Service Desk at a Global D Confidential center.
  • Worked in the development of SOP (Standard Operating Procedure).
  • Reviewed and prepared staffing reports and CMS reports for management.
  • Monitored agent calls for quality control and identify opportunities.
  • Assisted hiring manager in candidate selection process.
  • Developed materials for classroom of technical support new hires.
  • Conduct classroom and testing of technical support new hires.
  • Provided front-line technical support in all aspects of Express Logistics.
  • Fielded and documented technical calls for over 1,300 applications globally.

Technical Support

Confidential, Phoenix, AZ

Responsibilities:

  • Provided and assistance to first level technical support and students in both the PC and Macintosh environments.
  • Provided Support to Faculty

Technical Support Specialist

Confidential, Phoenix, AZ

Responsibilities:

  • Provided Internal Technical Support for Confidential Insurance offices.
  • Provided "how to" level assistance and in the use of office applications.
  • Document incidents in Help Desk ticket tracking system.

WAN Engineer

Confidential, Phoenix, AZ

Responsibilities:

  • Upgraded existing networks from Token Ring to Ethernet.
  • Installed software and hardware components for Wide Area Networks.
  • Troubleshot issues with network components including, Cisco routers, hubs, cable runs and Point of Sale PCs (POS).
  • Responsible for coordinating team efforts to meet business goals.

Technical Support Technician

Confidential, Phoenix, AZ

Responsibilities:

  • Technical support for Confidential Pavilion desktop PCs.
  • Second level assistance for new employees.
  • Second level support for bench techs at Confidential and various resellers nationwide.

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