Technical Support Specialist Resume Profile ,Reston, VA - Hire IT People

SUMMARY:

Dynamic solutions oriented Programmer Analyst knowledgeable in all phases of the software development lifecycle, with a strong working knowledge of algorithms and data structures.
Proficient and assertive self-starter by utilizing diverse experience in application development, maintenance, QC, project co-ordination and software support to customers.

SKILLS:

Software: Microsoft Office Suite, Oracle Developer Suite, PLSQL Developer, JMeter, IBM Rational, Seagate Crystal Report Professional 8.5, SQL Programmer, Microsoft Visual J , webMethods 7.1.2
Programming: SQL, PL/SQL, HTML, JavaScript, Java, XML, XSL-FO
Testing Documentation, Requirements Definition, User Training Support
Software Development, Coding Scripting, Debugging Troubleshooting
Systems: Unix, Linux, Windows all
Source control: Subversion, Microsoft Visual SourceSafe 6.0

Programmer Analyst II Government Contractor

Responsible for analyzing software specifications, coding, unit testing, user acceptance testing, modifications, and implementation of various IT applications in a project involving reengineering, development and maintenance.
Create, Modify and customize software applications and tools using advanced development and coding techniques. Manage all phases of application design from coding and prototyping through system testing, integration and deployment.
Develop, modify and enhanced software applications using HTML, PL/SQL, JavaScript contributing to solutions that streamlined processes and increased data accuracy.
Design and modify customized report templates that use complex SQL queries using Oracle Report Writer to be used with various software applications.
Create and Modify XSL-FO oriented stylesheets to be used with Apache FOP processer for generating customized legal documents or reports in pdf format.
Provide Tier III support to user technical support group on system defects, questions, training and data change requests, etc.
Perform maintenance support of the Legacy application, and responding to work requests and daily applications maintenance.

Lead Application Support Analyst Government Contractor

Provided Tier I and Tier II technical support for various on-line as well as stand-alone software applications supporting FMCSA employees throughout the U.S. Responded to phone calls and emails Instructed and trained end-users regarding software usage.
Performed diagnostics and troubleshooting of software applications, Researched technical solutions and documented help desk tickets/resolutions, and maintained knowledge base.
Analyzed and reproduced complex problems, Escalated issues as needed and maintained communication with customer and Technical teams.
Assisted clients with software upgrades and data migration data loads and error handling database maintenance and SQL reporting.
Participated in user acceptance testing of software to identify bugs and assess usability Reported software bugs and Enhancement request.
Responsible for maintaining web site contents and publishing documents/files on the web site Monitoring of processes and servers Generated custom reports provided mentor and training assistance to technical support associates.
Provide onsite training to users Develop education materials and presentations Teaching assistance at workshops.

Technical Support Specialist

Provided first and second level support on Imaging ActiveX, DLL libraries ImageGear, Annotation Redlining Toolkit and their extensions DICOM, FlashPix to national and international clients via Phone, Email.
Written sample codes in Visual Basic Analyzed images and debug user's sample application Reproduced and troubleshoot complex problems. Reported bugs and errors to Development team.
Provided information on usage, functions and properties of the toolkit and registering ActiveX component Educated users on Image formats, format conversion, compatibility and limitations of Image formats.

Confidential

Technical Support Engineer

Provided Tier I technical support to end-users with the installation of Windows NT, 95, 98 OS over the phone.
Provided first level user support to customers for Microsoft Office products. Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues.