Project Manager Resume

Technical Support Analyst
Highly accomplished, experienced and proven technical support analyst with exceptional customer service, troubleshooting, process improvement and conflict resolution skills.

CAREER TRACK

Confidential,OR
Project Manager (June 2012 – August 2012)
State coordinator assigned to manage projects and the dispatch of technicians for the state of Oregon.

Hired field techs to complete electrical, server and POS work.
Dispatched techs to jobs and verified that they had the material required for completion.
Worked closely with techs, vendors and management to meet deadlines.
Followed up with techs and clients to make sure jobs were completed on time and to their satisfactory.
Documented and kept records of all jobs completed, when they were completed and any keynotes pertaining to the work order.
Uploaded required deliverables to our vendor and submitted invoices to accounts payable.

Confidential,Beaverton, OR
Sr. Technical Support Engineer (August 2009 – December 2011)
In charge of quality and the training of services delivered in North America.

Collaborated with management and QA to reduce call handle time to meet SLA’s
Worked cross functionally with marking to advertise new and upcoming PC Services.
Setup sandbox network (including, PC’s, laptops, and VM Images).
Virtual machine implementation (VM Workstation, VM ESXi and vSphere).
Used creative thinking, teamwork, and agile to improve customer satisfaction, and internal processes.
Developed, researched and maintained training documentation (FAQ’s, DIYs, user manuals, release notes, installation, and troubleshooting guides).
Worked closely with QA, development and the product management team to create and maintain applications used both internally and externally. (Function Specs, UI mockups, customer feedback session, and defect tracking).
Created an access database to track customers (CRM) for services and PR projects.
Provided Tips, and Updates to online community via Facebook and Twitter.

Confidential,Beaverton, OR
Service Consultant (March 2008 – August 2009)
Responsible for creating the benchmarks for the entire global services delivery network.

Answered inbound telephone calls and documenting customer interactions thoroughly to identify key concepts around the customer experience. (CSAT, DSAT)
Hardware setup, upgrades and software (Windows XP, Windows Vista, Windows 7, Office, and antivirus), configuration.
Team lead over 4 consultants charged to design, analyze, test, and improve existing services, scripting and procedures.
Worked closely with PR on projects including but not limited to attending conventions with bloggers and providing VIP services to magazines and media representatives.

Confidential,Beaverton, OR
Technical Support Analyst (April 2004 – March 2008)
Provided technical support for contact management and accounting software.

Inbound & outbound technical support for Act by Sage, SalesLogix and Timberline.
Tier 2 support, helpdesk and corporate escalations.
Implemented and troubleshooting of IIS, SQL, and PSQL servers.
Created knowledge base articles, FAQ’s and tracked defects.

Currently attending the following courses

CompTIA A+(CompTIA_A2011)
Configuring Windows 8(MS_70-687)
Configuring Exchange Server 2007 (MS_70-236)
Querying SQL Server 2012 (MS_70-461)

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