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technical solutions consultant i resume example with 15+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Technical Support Representative skilled at resolving complex customer service issues in a timely manner.

Highlights
  • Working and troubleshooting knowledge of ADP's Payroll and Reporting products (WFN 2.0, 3.0, Portal, PayExpert, iReports, iPayStatements, ADP Support Center, PC Payroll for Windows, ReportSmith, ADP Reporting, etc)
  • Knowledge of product installation procedures and Digital Certificates installation for ADP's Payroll solutions in a variety of browsers and Operating systems (Windows, Mac OS, Internet Explorer, Firefox, Google Chrome)
  • Ability to identify, analyze and resolve technical and system problems
  • Ability to work with tools for administration in Windows, Mainframes (IBM/TANDEM), AS400 and UNIX.
  • Programming knowledge in computer languages such as OpenGL, Math Lab and C++.
  • Knowledge in Oracle, SQL, DBA Studio and Developer
  • Microsoft Server 2003, 2000, NT, Novell installation and administration.
  • VPN Management and Security
  • Excellent skills operating Windows XP and Office Suite (Microsoft Access, Excel, Word, Visio, Project, Fox Pro and Front Page)
  • Troubleshooting proficiency
  • Vast technical knowledge
  • Exceptional telephone etiquette
  • ADP Aplications expert
Education
Universidad Metropolitana San Juan, PR Expected in 2004 Bachelor of Science : Computer Science - GPA :
Certifications
CompTIA A+/Network+/Security+ * PMI - PMP Certified
Experience
2-10 Home Buyers - Technical Solutions Consultant I
Dallas, TX, 06/2013 - Current
  • Provides 2nd tier support to all levels of Service and Implementation Associates for Comprehensive HR, Comprehensive Payroll and Comprehensive Benefits, regarding the resolution of product and client issues.
  • Products supported include all current versions of Payroll, HR, Benefits, Time and Attendance and iProducts offered to Comprehensive Services clients.
  • Provide 3rd Tier support to all levels of Service and Implementation.
  • Works with corporate support and development staff to identify and resolve issues and prioritize patch releases.
  • Act as Regional Office Coordinators for the entire business unit providing all relevant information to the appropriate parties via sharepoint workflows and e-mail notifications.
  • Assists in new product pilots, product rollouts and creation of migration strategy.
  • Act as project leader when necessary.
  • Monitors new Technical Solutions Consultants technical knowledge, providing feedback on necessary development areas.
  • Mentors and trains newly hired associates to ensure successful transition.
  • Assists in developing internal documentation to support new features and procedures for product enhancements.
  • Works closely with development in determining future product enhancements based on documented and cataloged feedback from field associates and clients.
Weyerhaeuser Company - Technical Support Analyst III
Heaters, WV, 09/2010 - 05/2013
  • Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products.
  • Respond promptly and professionally, analyzing client issues to determine if resolution can be found on initial call or if second level support is required.
  • Support and install upgrades and assist in all technical problems for the ADP supported products.
  • Provide on-site assistance on issues that could not be resolved via remote tools.
  • Provide complex technical expertise for industry standard database applications, ie MS Access, Oracle, mySQL, MS SQL Server, etc.
  • Gather client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.
  • Assist in new product pilots and roll outs to other departments and clients.
Automatic Data Processing (ADP), INC - Technical Support Analyst II
City, STATE, 04/2008 - 10/2010
  • Provide client support for all Major Accounts internet based solutions offered to ADP clients, including but not limited to (ADP WFN, ADP Portal, PayExpert Netsecure, iReports, iPay, iPQV, Documax and ADP Support Site); Provide client support for PC/Payroll with SQLBase or Oracle in supported network environments including LAN/WAN, Terminal Server and Citrix environments; Provide support on advanced reporting in Report Writer, ADP Reporting and ReportSmith; Handle escalated client situations calmly with minimal assistance from manager but continually keep manager informed of such situations.
Automatic Data Processing (ADP), INC - PC Support Specialist I
City, STATE, 12/2007 - 03/2008
  • Served as a technical resource in support of all PC and PC related hardware, including communications and LANs, PC Payroll and PayExpert related applications software for the client.
  • Analyzed and resolved PC and application software processing or technical difficulties.
  • Upgraded knowledge and skill base to new product rollouts, existing products and new technology.
  • Tracked entries for potential solutions, gathered client databases and environment variables and recreated client scenarios in the PC lab to resolve complex client issues.
  • Performed hardware/operating system review for all new and reinstallations for single or multi-user and troubleshoot software installation, configuration and set up issues.
EVERTEC, Inc - Data Security Technician
City, STATE, 07/2005 - 10/2007
  • Responsible of taking care of the service calls that are received in the Information Security Help Desk and the daily processing of the access requests to the systems and applications administered by the department of Information Security in EVERTEC.
  • In addition, perform analysis and maintenances to the security systems on the LAN (E.g. Active Directory and Exchange Servers), MAINFRAMES (E.g. IBM and TANDEM) and to the native security of the applications used by Popular Inc.
Languages
English - Spanish)
Skills

A+, Active Directory, ADP, AS400, Benefits, browsers, C++, Citrix, Excellent oral, hardware, client, clients, Excellent customer service, client support, Data entry, database applications, databases, database, documentation, e-mail, English, features, Fox Pro, Front Page, Help Desk, HR, IBM, Information Security, ie, Internet Explorer, LANs, LAN, languages, Mac OS, MAINFRAMES, Math, access, Microsoft Access, MS Access, Excel, Exchange, Office Suite, Office, Windows, 2000, NT, Windows XP, Word, Works, migration, Monitors, mySQL, Network, Novell, OpenGL, Operating systems, operating system, Oracle, DBA, Developer, Payroll, Programming, project leader, Report Writer, reporting, Servers, software installation, Spanish, MS SQL Server, SQL, strategy, TANDEM, team player, technical support, phone, Terminal Server, troubleshoot, troubleshooting, Typing, UNIX, upgrades, Visio, VPN, WAN, written communication skills

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Resume Overview

School Attended

  • Universidad Metropolitana

Job Titles Held:

  • Technical Solutions Consultant I
  • Technical Support Analyst III
  • Technical Support Analyst II
  • PC Support Specialist I
  • Data Security Technician

Degrees

  • Bachelor of Science

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