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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


yyyyyy x. yyyyyy

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

yyyyyy x. yyyyyy

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

yyyyyy x. yyyyyy

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.

yyyyyy x. yyyyyy

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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