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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Experienced management and IT professional with 20+ years of experience within high-stress environments with a keen ability to lead others and provide comprehensive technical support. Experienced in designing comprehensive IT strategies, overseeing system implementations, and fostering positive relationships with vendors. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively managing complex projects.
Key Competencies
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Technical Support Training/Development Software Installation Vendor Management |
Staff Management Strategy Development Contract Negotiation Network Infrastructures |
Process Improvement Attention to Detail Complex Problem Solving Compliance Management |
Professional Experience
RocketSoftware, Waltham, MA April 2007-Present
Sr. Technical Support Engineer
Direct a variety of administrative and technical functions within a fast-paced environment with a focus on providing a superior level of assistance to customers
Provide training and guidance to Jr. Support Engineers as needed in addition to providing coaching on organizational best practices/policies
Document customer feedback in order to relay information to Developers, create and implement comprehensive test environment for software testing, and identify resolutions to technical issues
Kept abreast of all product functionality in order to successfully analyze technical issues and identify appropriate resolutions
Maintain a keen knowledge of Tomcat Application Server, Apache Web Server, Microsoft IIS, and IBM Integrated Web Application Server
Seagull Software, Atlanta, GA March 1997-April 2007
Sr. Technical Support Consultant
Facilitated several technical and operational functions within the organization which included identifying customer s technical issues and devising unique solutions
Utilized superior communication and interpersonal abilities in order to provide comprehensive training to Jr. Support Engineers while simultaneously monitoring support quality levels
Successfully managed local IBM AS/400 systems which included playing a lead role in all hardware and software upgrades and/or installations
Acted as a backup Network Administrator which required managing both Windows servers and backup systems in addition to performing network maintenance related tasks
Additional Professional Experience Includes: System/Network Administrator, Carrier Corporation
Education
Masters Degree, Management Information Science, University of Phoenix, Phoenix, AZ
Bachelor of Arts, Information Science, Suny Oswego, Oswego, NY
Associate s Degree, Computer Science, Onondaga Community College, Syracuse, NY
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