Incisive IT Professional eager to contribute exceptional support expertise, sales background, and relationship-building skills toward supporting a dynamic organization in optimizing revenue growth and performance.

 

 

• Outstanding capabilities in scrutinizing, diagnosing and rectifying complex technical errors and issues.

         Strong experience in performance tuning and system optimization, data analysis, remote support, preparing detailed instructions for enhancements and bugs, PC maintenance, and networking.

         Strategically combine veracity, sharp prioritization skills, and a collaborative work approach toward consistently meeting or exceeding employer and/or client expectations.

         Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.

         Adept at software installations, end user training, final call resolution, team training, network diagnostics, and configuring user accounts.

         Offer almost four years of sales experience for Hewlett-Packard, the largest technology company in the world.

 

 

Citrix Metaframe                        VMware                        Novell Client                        Novell ConsoleOne

Active Directory                                    CRM Software               Remedy                              SalesForce

Microsoft Word                         Microsoft Excel             Microsoft PowerPoint          Microsoft Outlook

GroupWise                                Heat                             SparkHawk                         GotoMeeting

Logmein                                   WEBEX                        SQL Server                  

 

 

Catalyst Repository Systems, 2008 to 2009

Tier II Technical Support Analyst

         Spearheaded full-scope technical support while establishing, nurturing and maintaining exemplary customer relationships. 

         Leveraged polished troubleshooting capabilities to facilitate and ensure swift issue resolution.

         Meticulously reviewed SQL statements to validate efficient resolution of all application issues.

 

Mortgage Cadence, 2007 to 2008

Software Support Representative

         Analyzed, researched, diagnosed and resolved frequently complex technical issues for customers.

         Proficiently utilized case and bug tracking systems while accurately documenting issues and solutions.

         Exercised a team player work ethic to collaboratively and expeditiously rectify customer issues.

 

Continued

 

 

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Professional Experience continued

 

         Demonstrated superior diagnostic talents in analyzing SQL Server databases via Query Analyzer, Profiler and Management Studio tools.

         Successfully uncovered and amended critical user-related and configuration issues on an enterprise-level application.

 

Various companies, 2007

Tier I and II Technical Support

         Served in a contractual capacity for organizations requiring short-term helpdesk specialists.

         Seamlessly transitioned smart client application to web client application for PowerPoint presentations and provided software training to end users.

         Prepared and configured computers for new employers by uninstalling and re-installing software.

         Administered Active Directory inclusive of adding and deleting users and groups.

         Communicated remotely with clients to rapidly solve technical issues vital to business continuity.

 

Affiliated Computer Services (ACS) TripPak Services, 2005 to 2007

Help Desk / Relationship Manager

         Diligently monitored systems to anticipate and rectify solutions prior to customer inquiries.

         Used SQL to identify source of problem, applied corrective action, and ensured consistent client satisfaction.

         Merged first-rate communication, interpersonal, listening and technical skills to maintain East Region client base.

 

                   

 

Prior Background:

 

Loan Officer, Pulte Mortgage, 2004 to 2005

 

IT Contractor, self-employed, 2003 to 2004

 

Sales Associate, Hewlett-Packard, 1999 to 2002

 

 

Bachelor of Science in E-Business, University of Phoenix, Lone Tree CO, 2002

 

 

Member of HDI (Help Desk Institute)