Technical Support Representative Resume Ann Arbor, MI - Hire IT People

SUMMARY:

An opportunity for personal and professional growth, utilizing my hardware/software background and extensive customer service experience.

JOB HISTORY:

Confidential, Ann Arbor, MI

Technical Support Representative

Responsibilities:

Software support for Confidential software used for preparation of tax returns.
Bug tracking using Azure DevOps. Live customer support with Webex, LogMeIn, Cisco virtual phones.
Proprietary trouble ticket tracking.

Confidential, Ann Arbor, MI

Technical Support Representative

Responsibilities:

Provided technical support for Confidential customers.
Supported firefighters, police departments, hazmat teams using Confidential software via email/phone/Zendesk software.
Tracked issue resolution, followups.
Conferred with software developers to plan software updates or client - specific enhancements as needed. 24/7 OnCall support for select customers.
Supported customer deployments from client/server installations and configurations through deployment and post-deployment ad hoc training/troubleshooting.
Company Backups Specialist
Created/maintained a variety of Powershell scripts, unix shell scripts and cmd batch files to implement automatic nightly backups of vital company infrastructure and codebase.
Maintained documentation of same.
Company Release Management Specialist
Planned and implemented release of new products using InstallShield/InstallScript installers.
Created MSI installers and setup.exe bootstrappers including company-specific customizations.
Pre-Release Testing of Confidential software in Windows 7/8.1/10 environments using VMWare Workstation Pro/vSphere.
Spotted new bugs, verified/replicated bugs reported customer-reported bugs.
Tracked/Retested/Resolved bugs using Bugzilla.
Built software packages via svn, Adashi-supplied build scripts and Visual Studio.
Provided Technical Support for Confidential employees: VPN setup, configuration of Company software, standard office environment software installation and support.

Confidential, Ann Arbor, MI

PLC Lab Technician

Responsibilities:

Hired upon completion of PLC classes to run the PLC lab while teacher lectured.
Presented lesson plans to students; created hardware and software ‘bugs’ for student practice, taught PLC hardware and software.
Created /revised technical drawings (DrawPlus).
Verified student proficiency, maintained equipment, etc.

Confidential, Ypsilanti, MI

Dispatcher/CSR/Driver

Responsibilities:

Purchase and build of company PCs. Taxi dispatching, CSR and customer service.
Credit card processing.
Built/installed/networked new company PCs.Website content creation and maintenance).
Custom airport reservation form (PHP) allowing semi-automated formatting into existing dispatch software.