Software Technician resume Henrietta, NY - Hire IT People

PROFESSIONAL PROFILE:

IT Technical Support Professional: Experienced IT professional with broad technical knowledge and excellent communications skills. An enthusiastic problem solver with 13 years experience in help desk, software/hardware support and software testing. Self-motivated team player focused on customer service needs.

TECHNICAL SKILLS:

Operating Systems: Windows 95 Windows 7, Novell NetWare, UNIX, OS/400,
Environments: Microsystems Sun Blade 2500, IBM RS/6000, IBM 3090, IBM PC
Applications: Microsoft Office Suite, Microsoft Outlook, Lotus Notes
Databases: Microsoft Access, Oracle
Languages: UNIX, RPG/400, Visual Basic, SQL,
Certifications: MCP, MCDST Training: MCSE

PROFESSIONAL WORK EXPERIENCE:

Confidential, Henrietta, NY 2005 Present
Technical Support Representative
Software technical support to customers of software product line. Phone, e-mail and
extensive customer service, pre-sales responsibilities.

Installation, troubleshooting, and internet/network with complete software technical support.
Top 5% performer in technical support group with numerous customer citations.

Confidential, Webster, NY 2003 - 2005
Software Technician

Responsible for testing system software/hardware for a digital color printer product line in a desktop/network environment. Daily documentation of testing results using databases, and installation of tested hardware and software.
Consistently met and exceeded weekly testing schedule which resulted in software releases before projected timeline.
Revised written matrix test scripts and increased testing efficiency.
Assigned as lead technician assisting with testing problems and training.

Confidential, Rochester, NY 1999 - 2003
IT Help Desk Support
Provided help desk technical assistance to ViaHealth healthcare staff. Troubleshoot, research, diagnose, document, and resolved issues surrounding Windows 95-2000, MS Office, E-mail, Internet connections, and hardware/peripherals.

Lead support person provided training and support for four team members increasing call response and lowering individual call times.
Supported proprietary products on a windows platform: tested help desk SMS remote software and when it was implemented created instructional manual for group.

Confidential, Webster, NY 1998 - 1999
Desktop Support Specialist
Help desk position with the Xerox Channels Group division providing technical assistance to retail users and Xerox corporate and small business accounts. Technical troubleshooting, including software and hardware installation for a product line of multi-function printers, copiers and fax machines.

Provided phone and e-mail support ranked in the top 10% in a help desk of 100 employees basedon call volume, technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.
To stay current with new technology and improve overall job performance attended training
classes for Microsoft operating systems, Microsoft Office and network technologies. This
resulted in faster call resolution and numerous customer commendations.

Confidential,Rochester, NY 1997 - 1998
Help Desk Analyst/Programmer
Served as the point of contact for resolution of RPG program based inventory, distribution and finance applications related problems. Global Business Systems division of Eastman Kodak, provided help desk support to locations worldwide; responsibilities included research, documentation and RPG programming.

Demonstrated ability to provide technical support within a help desk environment and develop analytical skills to resolve problems in the most efficient possible manner.
Assisted manager in developing help desk manual that increased basic trouble shooting skills
and helped deal with international help desk users.
Team member for project that reviewed, reorganized and updated coding for RPG based programs for customer service and product support improving overall system performance.

EDUCATION & PROFESSIONAL DEVELOPMENT:

BS Criminal Justice, Minor Business Administration

Confidential,Rochester, New York
Comprehensive programming training in mainframe, mid-range and desktop environments. Curriculum included: 120 hours of business practices seminars including project management, business writing, time management, teamwork, and conflict resolution.

Network Technology
UNIX, RPG/400 on the AS/400
Client Server
SQL, COBOL
Visual Basic, SQL, COBOL
Relational databases using Oracle

Community Service
Sports Writer, Sports and Leisure Magazine, Buffalo NY.
Volunteer, Big Brother, Big Sister, Rochester, NY.
Coach, Vince Lombardi Football, Bloomfield, NY.

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Software Technician Resume

Henrietta, NY

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