Technical Support Resume Irving, TX - Hire IT People

Objective: To secure a position in which I might utilize, and add to, my current skills in a stable and challenging environment with opportunity for growth.

Technical Skills:

Design, development, implementation and support of applications software created with combinations of Visual Basic, Visual C++, VBA, MS Access, Excel, Outlook Word, SQL and Crystal Reports.
End User support of applications and system software including: MS-DOS 6.2 and above, Microsoft Windows desktop OS's 9x through Vista, Windows Server NT4.0/2K/2K3, Internet Explorer 5 through 7, Outlook Express, FrontPage Express, MS Office 97 through 2007 (all editions), Apple Macintosh Operating Systems 7.1 through 10.4, Tandy Corporation's ACR/2000 Point of Sale System (POS), Southland Corp.'s 2B POS Systems and Fujitsu's TeamPOS 2000 POS running CRS Retail System's Encore Retail POS Suite, anti-virus/spyware/malware software (Norton, McAfee, etc.), and manual virus/malware identification and removal. .
LAN/WAN support using TCP/IP, DNS, WINS, NetBIOS, DHCP, PPTP, PPPoE protocols; as well as several software and hardware firewalls including the physical setup; configuration and troubleshooting of the hardware, (NIC's, routers, switches, cabling, etc.).
Installation, support and troubleshooting of internal hardware and external peripheral components on IBM compatible and Macintosh computers (i.e. - sound and video cards, laser, inkjet and thermal printers, print servers, scanners, etc.).
Use of various call center database software; such as Remedy, Vantive, Compass, et al, for documentation and escalation of support issues.
Configuration and use of remote connectivity software including MS System Management Server, pcAnywhere, Remote Desktop-Terminal Server, and others, to diagnose and resolve customer issues.
Training course development and delivery, including course syllabus, lesson plans, lesson and testing materials, classroom/lab instruction, etc. to prepare POS Help Desk personnel to support the conversion to, and use of Tandy's (Radio Shack) ACR/2000 POS system.

Employment:

July, 1999 to Present
Owner
Confidential
Dallas, TX
Design, development, sales and support of application software created to meet the unique and sensitive (HIPAA Compliant) information management needs of homeless, 'at-risk' youth and battered women's shelters. I wrote this software with MS Visual Basic 4.0 and 6.0, VC++ 6.0 and Crystal Reports 8.0 and 10. The database engine may be either the MS Jet Database Engine, or MS SQL Server 7 or 2K, based on several design considerations such as performance requirements and the client's network equipment and configuration.
Currently, through Support Services Contract Agreements with several sleep disorders diagnostic facilities (polysomnography), I provide off-hours, (7:00 pm to 7:00 am) technical support for their polysomnographic systems, (Sandman, CompuMedics, Alice 5, et. al.) not offered by the systems' vendors. I support the Operating Systems, proprietary software, network and all other hardware installed, (i.e.- head boxes and leads, audio/video components)This is primarily phone support; although remote connection with Terminal Server and VNC; and onsite services are utilized when necessary.

November 2003 to September 2006
Confidential
Dallas, TX
Confidential
Application developer for the Rollout Command Center and Technical Support teams using MS Access, Word and Excel 2003, Visual Basic 6, VBA and Crystal Reports 10.
Technical Support Quality Assurance Manager and Escalation (Tier II/III) Support professional (Point of Sale Systems)

December 1998 to July 1999
Confidential
Irving, TX
Confidential as Technical Support Escalation Engineer for Windows 9x, Technical Support Engineer for Internet Explorer, Outlook Express, FrontPage Express and MS Office 97 and 2000.

Employment:

September 1997 to November 1998
Interim Technology
Dallas, TX

Confidentialas Technical Support Representative for The Apple Assistance Center.
Confidential as Technical Analyst for the 1A2, PrePOS and 2B POS systems used by Southland Corporation's 7-11 Stores. This included fault isolation and resolution of all software/hardware issues with the store's POS terminals, LAN server, routers, modems, pumps, printers, scanners, etc. And dispatch, coordination and support of onsite service technician's through several vendors.
Confidentialas Project Manager for the ACR/2000 POS Help Desk Training Program referenced above.

October 1992 to September 1996
Manager of Residential Services
Confidential
Fort Worth, TX

Education:

Major/Minor: Business Administration/Management Information Systems.

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Technical Support Resume

Irving, TX

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