(555) 432-1000 - - resumesample@example.com - -
strong problem solving and investigative abilities work well in team environment and also work independently with minimal supervision open to constructive criticism, suggestions, and ideas positive attitude with a willingness to provide extra effort .
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- Provide first and second level technical support to customers.
- Attend calls from clients related to various issues, including investigating the accuracy and completeness of meter exchange work order issues, field data queries, and handheld/PDA as required Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail and/ or through remote login in to their systems Raising and maintaining incident tickets and problem records in Issue Trak ticketing system.
- Logging and maintaining bugs / enhancements in Bugzilla & JIRA.
- Taking ownership of problems and tracking them to a successful resolution Analyzing call logs to spot trends and underlying issues.
- Work with Development and Implementations teams to further assist clients Trouble-shoot hand-held devices Provide on-call support calls outside business hours and on weekends Support industrial grade handheld devices (like Motorola, Intermec, BlueBird, Psion) running windows mobile.
- Perform full database and software upgrades due to revision changes Test new workflow management software releases Analyze workflow data as needed to indentify and issues and rectify.
- Liaison with 3rd party hardware vendors like Sierra-Wireless, Cypress Solutions for any modem issues Liaison with 3rd party software vendors like MilSoft, ESRI, and PartnerMap for any map viewer issues.
- Continuously reviewing performance against Service Level Agreements (SLAs).
- supported mission critical UniCom (Billing & Customer Care) system to clients within Canada and United States via phone and through remote modems assisted in closing of all open support calls verified and entered bugs into Bugzilla tracking system.
- analyzed, investigated and corrected issues pertaining to software deficiencies created ad-hoc queries and customized reports as per client requirements using SQL liaison between customers and internal departments to gather information on new enhancement requirements conducted training for customer base when required create and install software patches on customers systems performed basic system administration of DG/UX, Linux and Windows servers.
- participated 24/7 on call on rotating basis with other support team members.
- analyzed investigated and corrected issues pertaining to rating and billing implemented complex rate plans for both commercial and residential accounts used UniBasic (SQL) at Universe Command Processor level for problem solving and creation of reports performed daily operational duties including loading/reading toll tapes and formatting calls ensured rating and billing of customer invoices are met by respective deadlines ran various daily, weekly, and monthly reports for management assisted in System Administration including daily backups and process management.
Vancouver Community College - Vancouver, B.C.
GPA: GPA: 3.69
GPA: 3.69
British Columbia Institute of Technology - Burnaby, B.C.
Management Information Systems Economics, Marketing, Accounting, Business Communications and Statistics
S.P. Univrersity - V.V.Nagar, Gujarat
Physics
- PERSONAL PROFILE: strong problem solving and investigative abilities work well in team environment and also work independently with minimal supervision open to constructive criticism, suggestions, and ideas positive attitude with a willingness to provide extra effort
Acrobat Reader, ad, IBM AIX, basic, Billing, Cisco, closing, COBOL, good communication skills, Hardware, client, clients, customer service skills, Customer Care, Data Communications, Database, database and software, dBase III, diagnosis, DG/UX, e-mail, ESRI, IBM, Information Technology, IQ, Linux, Logging, Excel, exchange, MicroSoft Office, Outlook, Windows, 2000, 98, NT, Word, Modems, modem, Motorola, Networking, Norton Utilities, Operating Systems, problem solving, processes, process management, Psion, reading, Red Hat Linux 4.0, requirement, SCO UNIX, servers, Service Level Agreements, install software, MS-SQL Server, SQL, Sybase, System Administration, systems analysis, technical support, phone, Trouble-shoot, upgrades, VPN, workflow
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School Attended
- Vancouver Community College
- British Columbia Institute of Technology
- S.P. Univrersity
Job Titles Held:
- Software Support Engineer
- Application Support Analyst
- Support Analyst
Degrees
- Microcomputer Applications, COBOL, dBase III, Data Communications and Networking. S.P. University - V.v. nAGAR, GUJARAT STATE, INDIA. AUG/1982 - JUN/1986
- graduated
- Bachelors degree
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