Objective: To obtain a position within the Industry where my skills and knowledge will benefit both
Company and my career development

Summary of Qualifications

DeVry University graduate offering a strong academic background.
Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education

B.S. in Computer Information Systems program

Technology Summary

Systems:
Unix/Linux
Windows Server(03, 08)
Windows(XP, Vista)
Windows(95, 98, 00, 03)

Databases:
Oracle
Relational Databases

Languages:
SQL
HTML

Software:
MS Project
MS Office
MS Visio

IT Experience

Confidential, Alpharetta, GA
Technical Support Specialist, (2009 to Present) Provide support and assistance to clients who use AT & T Connect web application. Client's such as AT & T, GM, and United Health Group. Troubleshoot issues with the software, assistance client's in setting up web conference's and making sure that the their system is setup to properly run the software.

Confidential, Norcross, GA
Technical Support Analyst,(2008 to 2009) Provide remote assistance to our students using remote logmein rescue, assisted students with any issue in relates to our software. Provided students with trading knowledge and at times assist students with making practice trades, also assisted students with online class issues, troubleshooting Centra(Online Video Software) or running system diagnostics to test for any hardware related issues. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Selected Contributions:

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).
Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

Confidential, Alpharetta, GA
Data Analyst, (2007 to 2008) Perform complex data analysis in support of ad-hoc and standing customer requests. Develop programs, methodologies, and files for analyzing and presenting data. Use and support database applications and analytical tools: evaluate data quality, applications, and functions, produce output and maintain operation. Research new data sources and analytical tools; contribute to new product development and improvement in product delivery and presentation. Excellent analytical skill, very detail-oriented and team-oriented. Software Verification and Data Validation using Co SORT

Selected Contributions:

Handled client issues in a timely manner when servers were down. Managed to get servers back up in running or get clients placed on a backup server when during outages or if issues arise. Clients never experienced down time for more than a couple of minutes.
Provided feed back to clients and provided them with validation reports. Strived for 100% accuracy on all data validation reports.

Confidential, Alpharetta, GA
Technical Support, (2006 to 2007) Provides front-line advice service to end-users on software and hardware related problems. Perform variety of functions on machines from diagnostics to customization. Perform hardware installations and upgrades in-store. Advise customers on virus protection and PC updates.

Confidential, Alpharetta, GA
Technical Support/Sales, (2006 to 2007) Perform initial connectivity troubleshooting for online services. Troubleshoot service problems related to the customer\'s PC relevant to both hardware issues. Perform low-level cable modem diagnostics. Troubleshoot Windows applications such as Windows 03 and Mac OS. Develop new client relations by using aggressive market studies.

Selected Contributions:

Achieved the highest monthly income at Comcast for top sales in 1st and 2nd quarter of 2007. Responsible for training and promoting employees into sales and tech support.

Available for Relocation & Travel

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Technical Support Specialist Resume

Alpharetta, GA

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