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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 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


         Technical Support


         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




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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