Technical Support Engineer

Technical Support Engineer

• Mar 2012 - Present

Provided the highest level of application support for Global Software’s Microsoft Excel-based Reporting Solutions, quickly resolving critical issues and minimizing costly downtime for our clients. •Opened, solved, and closed cases quickly and efficiently. •Created new bug entry, identified bugs, and worked with the development team to implement effective fixes. •Proactively troubleshot systems and provided consultation for new software installs/upgrades and migration planning services. •Able to troubleshoot hardware and software issues independently with little or no downtime for the end user. •Experienced in communicating complex information to end users who are not technically savvy. •Delivered help desk functions, including managing triage issues, and escalating issues as needed. •Worked independently to achieve productivity levels as outlined by the company. Show less

Application Support Engineer

• Jun 2011 - Mar 2012

I was a key member in the day-to-day support, maintenance, deployment and enhancement of commercial and custom/proprietary developed enterprise-level software applications for Private Banking, working with multiple support teams to accurately troubleshoot, diagnose, and resolve customer issues or requests. I was able to troubleshoot highly technical problems, which required assessing source code to analyze and resolve. I was a key member in the day-to-day support, maintenance, deployment and enhancement of commercial and custom/proprietary developed enterprise-level software applications for Private Banking, working with multiple support teams to accurately troubleshoot, diagnose, and resolve customer issues or requests. I was able to troubleshoot highly technical problems, which required assessing source code to analyze and resolve.

Software Support Specialist

• Aug 2005 - Jul 2007

I assumed primary responsibility for the successful implementation of PatientWorks solutions for healthcare customers nationwide. This includes advising customers on ways to improve their registration process, capturing customer requirements, and designing/implementing an eForms solution using PatientWorks. I also facilitated training programs for customer education along with developing successful customer relationships and timely completion of projects. I assumed primary responsibility for the successful implementation of PatientWorks solutions for healthcare customers nationwide. This includes advising customers on ways to improve their registration process, capturing customer requirements, and designing/implementing an eForms solution using PatientWorks. I also facilitated training programs for customer education along with developing successful customer relationships and timely completion of projects.

Web Developer

• Sep 2004 - Aug 2005

Duties included working with Markup Languages, such as HTML and XML. Scripting Languages included ASP, JavaScript, and ASP.NET. Databases included SQL Server, Access, and MySQL. Used languages, technologies, and development environments to design and build websites. Worked as QA Analyst planning and testing applications before the applications went into production. Auction Application: •Designed and developed an Auction application allowing registered users to query items to be sold and/or add items you wish to sell.•Implemented the application using ASP, SQL, and JavaScript. Technical Message Board Application:•Implemented a Technical Message Board application allowing registered users to post their information, images and files to the board.•The application was originally developed using ASP, SQL, JavaScript, CSS, and third party components such as ASP-Upload and ASP-Email. Web Application: •Created “bookmark” application to display categorized website favorites using server-side validation, multiple databases, and record set paging. •Contact Management Application: Implemented a contact-management application using sessions, cookies, forms, and user roles within ASP and SQL Server 2000. Show less

Computer Tester

• May 2004 - Aug 2004

Duties included testing serveraid on various operating systems and IBM servers. Required to go by a test plan to update/flash BIOS, ASM, Diagnostics, install current adapters, attach enclosures, flash controllers to the latest code levels, load serveraid and verify all drives can be seen, install the operating system, then install test tools and transfer test information to a central database. Also tested different stripe sizes, wrote policies, raid levels, file systems, and hard drive size configurations. Show less

Technical Support Specialist 2

• May 2003 - May 2004

Acted as a Liaison between Level 2 and Level 3 analyst Monitored support request tracking system Served as the initial point of contact for troubleshooting and resolving users' problems with hardware, software, peripherals, etc. Provided telephone support to GlaxoSmithKline Reps and Regional offices. When appropriate, escalated problems to the IT Manager/Supervisor for resolution. Analyzed support request data for trends and common system problems. Built, maintained, and deployed workstation images. Created user accounts on the network Maintained proper documentation of projects and tasks. Maintained hardware & software inventory. Show less