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yyyyyy x. yyyyyy
0000
xxxxxx xxxx , xxxx , xxxxx 00000
(xxx-xxx-xxxx
abc@xyz.com
Technical Support Analyst
Performance-driven IT specialist with 13 years experience seeks opportunity to contribute technical proficiencies as well as dynamic user/customer service and training skills to support operations of a progressive organization.
♦ Key areas of Expertise ♦
Technical Support
Troubleshooting
Formatting & Installations
Program Development
Quality Assurance
Leadership & Team Building
Training Management
Customer Service
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Professional Profile
Escalate business development through superior hardware and software support and excellent customer service which increases productivity and revenue growth; exceed goals and expectations
Exhibit diagnostic and collaborative problem-solving skills; translate individual needs into responsive, cost-effective solutions; actively resolve desktop, website, and connectivity issues
Result-driven Leader who communicates technical and complex information easily and concisely; spearhead program development including new curriculums for training new employees; facilitate training
Organized and detail-oriented with diverse experience; knowledgeable in production, streamlining operations, logistics management, shipping and receiving, and sales
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Employment History
Tyler Technologies Inc. ▪ Dallas, TX 05/2005 C Present
Software Support Specialist 00/0000 C Present
Team member who supports 62 county government appraisal/tax software systems in multiple states; establish strong client relationships while providing support and excellent customer service
Efficiently maintain and configure remote connections to client servers which enables direct troubleshooting to clients PC utilizing GoToAssist desktop management support
Demonstrate expertise while providing training and support for SQL database windows GUI software; skillfully write SQL queries to search database for necessary information
Key player who has exceptional communication and troubleshooting skills; isolate and identify software/data problems and determine if software, design, or data revisions are needed
Launch on-site installation and configuration for new clients; facilitate training and refresher courses
Successfully coordinated Levy processing and certified imports for Legacy Appraisal/Tax software 2009
Quality Assurance Analyst for Appraisal/Tax Software 00/0000 C 00/0000
Boosted business development by identifying and isolating software design defects before being introduced into the production version of the client release
Expertly developed testing scripts to optimize core/new functions within Windows based software
CI Host ▪ Bedford, TX 08/2000 C 05/2003
Training and Education Manager 00/0000 C 05/2003
Demonstrated strong communication and written skills; designed and developed training curriculum to prepare employees for each department
Displayed superior leadership qualities while training new employees to fulfill their support role; ensured continued client satisfaction
Technical Support Manager 00/0000 C 00/0000
Team leader who decreased costs while maximizing client support; positively motivated team players
Technical Support 00/0000 C 00/0000
Played vital role assisting clients in person or via phone, chat, or email
Specialized in supporting end users within their warranty period; skillfully provided server side support utilizing Linux 5.2, 7.2, and Windows 2000; supported clients with websites on Linux and Windows environments
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Additional Employment
Sales Associate, GM Training Certified, Classic Chevrolet ▪ Grapevine, TX 04/2004 C 05/2005
Sales Associate, GM Training Certified, Frank Parra Chevrolet ▪ Irving, TX 08/2003 C 04/2004
Desktop Technical Support, National Tech Team ▪ Fort Worth, TX 09/1998 C 08/2000
Logistics Manager, Phillips, Brooks & Gladwin ▪ Arlington, TX 00/1994 C 00/1998
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Computer/Technical Skills
Skills: FTP, SSH, HTTP, TELNET, TCP/IP, SSL, IIS 5.0, DSN, DOS, trace routes, connectivity issues, POP, SMTP accounts
Format and reinstall operating systems, drivers, and patches
Operating Systems: Legacy Unix, Linux Redhat 5.2/7.2/8.0, Windows 95/98/2000/XP/NT, Access, and SQL
Hardware: Hard drives, CDROM, modems, soundcards, video cards, monitors, keyboards, mice, printers, scanners, floppy drives, USB, and parallel ports
Software: Please provide
Tools: GoToAssist
Languages: TELNET
Please ensure accuracy and completion of section above.
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Education
Bachelor of Science? Anticipated 00/2011
University of Texas at Arlington ▪ Arlington, TX
Major in History, Minor in Computer Science
Any other technical training courses or seminar to list?
Any Certifications?
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