Highly motivated and is looking for a position as a Technical Support Agent / Analyst. I have several years of solid workplace experience in customer support in high call volume call center environments. My superior computer, and telephone skills complement my etiquette. With a continuing strive towards solving the issue by going above and beyond utilizing my said skills. If I do not know the answer I will find it. Professional Strengths Expertise in software analysis with the help of data collection and troubleshooting solutions. Excellent oral and written communication skills. Possess excellent technical and analytical skills. Goal-oriented and ability to work under pressure. Possess excellent interpersonal and management skills. Experience with network based software. Telecommunications experience.
OpenText April 2009 to June 2013
Worked with both domestic and international customers via phone and remote access in the configuration and implementation of both digital and analog network based faxing servers into their network environment.
Worked with Network/PBX Administrators in integrating digital and analog fax servers into the customer's telephone environment.
This included configuring the fax servers to utilize Direct Inward Dialing for automatic routing.
Researched and provided technical documents that were used by both Technical Support and by customers in relation to our product lines.
In addition to providing steps on how to resolve known issues, this documentation also included advanced steps on how to customize the software.
Provided accurate and appropriate information in response to customer inquiries.
This included researching additional information that was necessary to implement fax servers in both Local and Wide Area Networks.
Castelle September 2004 to April 2009
Technical Support/Escalation Analyst Morgan Hill, Ca.
Researched and created Technical documents for use with internal / external customers, in relation to our product lines.
This included step by step processes for use with upgrades and configurations.
Trained new employee's for Technical Support department, including creation of documentation and scheduling of training labs and workshops.
Working with employee's hands on in order to continue education and keep everyone up to date.
Interacted with the product development team in resolving escalated support tickets.
These resolutions included software patches that were provided to customers to resolve reported issues with the various software programs that were supported.
Reviewed and edited technical documentation submitted by other technicians.This documentation provided steps on how to resolve known issues or how to implement custom software configurations.
Worked with both domestic and international customers via phone and remote access, to configure and customize digital and anal.
Contour Software/Ellie Mae January 2001 to October 2001
Technical Support Specialist Pleasanton, Ca.
Worked with customers via phone and remote access in the configuration and implementation of the company software.
Assisted both clients and Network Administrators in the installation and maintenance for the company software over both Local and Wide Area Network environments.
Worked with customers on how to utilize the company software for the processing of documents through Internet interfaces.
Senior Technical Support Engineer/ Forms Designe March 1997 to September 2000Bradford Technologies － San Jose, Ca.
Provided telephone technical support and troubleshooting solutions for the company software programs.
Instructed both potential and new customers in the use of the company software programs.This included both online documentation and telephone conference calls on usage and configurations.
Provided a detailed technical instruction of the company software programs to newly hired staff members.
Researched forms that had been newly released or updated by the original forms manufacturer (HUD, FEMA, Fannie Mae, etc).
Using custom applications, imported and designed forms that were then added to the company software for customer use.
Education and Training
Bachelor of Science : 2015University of Phoenix
Advanced Networking Tucson, Az Applications Implementation Telecommunications and Networking Global Network Architecture and Design Global Network Management, Support and Security Network Integration Database Concepts
Associate of Applied Science : Computer Information Technology, 2004Heald College － Milpitas, Ca.
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Companies Worked For:
University of Phoenix
Job Titles Held:
Technical Support/Escalation Analyst
Contour Software/Ellie Mae
Technical Support Specialist
Senior Technical Support Engineer/ Forms Designe
Bachelor of Science : 2015 Advanced Networking Tucson, Az Applications Implementation Telecommunications and Networking Global Network Architecture and Design Global Network Management, Support and Security Network Integration Database Concepts Associate of Applied Science : Computer Information Technology , 2004
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