technical support manager resume example with 4+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Information Systems Management IT Project Manager exposure in IS management and technical support with a wide range of IT specific skills. I have worked in healthcare, construction, finance, retail, and manufacturing and experienced what technology has to offer in each of these industries. I have experience in agile and waterfall methodologies in the development process of company specific software and metric driven success.
Core Qualifications
Windows OS Config ~ Server Configuration/Management ~ Virtual Machines ~ Risk Management ~ Active Directory ~ SDLC ~ FTP Servers ~ SharePoint ~ Agile ~ Waterfall ~ Citrix ~ Aruba Networking ~ Juniper SSL VPN ~ SQL ~ QA/Testing ~ Cloud ~ Network Attached Storage ~ HP Blade Systems ~ MS Office Suite ~ VMWare ~ Mac OSX
University of Utah Salt Lake City, UT Expected in 2017 B.S : Information Systems - GPA :

Information Systems - currently a senior with a few credits left to have that degree in hand. But my experience should show I have alot of skills to present to the company

Ari Network Services - Technical Support Manager
, , 06/2008 - 03/2012
  • United HealthCare/ Optum Insight IT Project Manager Apr 2012 ­ Present ! Develop claims edit system, professional/facility rules based off business requirements from payment policy and clinical resources in claims editing systems.
  • This is for facility and professional billing.
  • Analyze large data with upwards of 1M records in tables to minimize performance impacts on Optum's claims editing system software.
  • Work with users, systems analysts, designers, and programmers to identify and remediate defects within claims editing system software and server maintenance.
  • Implement effective claim scenarios that test updates and change initiatives for all standard, customized, and repricing templates in the Optum claims editing software.
  • Participate in risk management with project team to identify risks in quality assurance process.
  • Configure vCloud virtual machines for team management of Optum's application including permission based access and performance based results in processing times.
  • Implement and manage team SharePoint servers/sites, forms, lists, etc.
  • to help teams collaborate and share information in a central location.
  • Currently manage 7 different sites across multiple cross-platform teams.
  • Maintain a robust test bed of physician and facility claims for effective and efficient testing of Optum's software application code.
  • Responsible for testing software/hardware specifications and simplifying the software deployment packages.
  • Evaluated all software package updates impacting laptop/desktop hardware and software specific applications in our environment.
  • Documented requirements specific to company security policies and procedures.
  • Experience with configuring and managing LANDesk Management and Security Suite and LANDesk MDM.
  • Responsible for development and testing of deployment rules based on department level system management objectives.
  • Managed help desk and issue resolution systems based on key company metrics to drive process improvement goals.
  • Responsible for server maintenance, network access, group storage, software/hardware upgrades, and backup policies.
  • Responsible for the uptime of FTP servers/sites, Citrix applications, network shares, and quality of service SQL databases.
  • Managed computer and user groups in Active Directory.
  • Experience with Juniper SSL VPN configuration and implantation for jobsite and remote usage.
  • Responsible for all jobsite setups including Aruba Network access points, network printers, PC scan shares, network attached storage, and wireless capabilities.
Radial Commerce, Inc - Database Quality/Reporting Analyst
, , 08/2007 - 03/2008
  • SQL access to back end tables, development of automated queries, and reporting templates for executive leadership decision making.
  • Excel data imports from data warehouse to company-wide pivot tables to drive account manager metrics.
  • data integration and quality standards checking for lead follow up.
  • Tasked with automating all partner data imports and customer satisfaction surveys.
  • Ownership for data quality audits for sales leads and distribution.
  • Responsible for analysis of customer response database for all lead distribution.
Traco Manufacturing - Fulfillment Specialist
, , 09/2006 - 02/2007
  • Responsible for processing and fulfilling customer orders for major companies; e.g.
  • Best Buy, Walmart, Target.
  • Managed shipping reports using Word, Excel, and Access.
  • Managed sales invoices to process and ship on time for customer base.
  • Responsible for material converting, inventory, and quality of work.
  • Other Work Experience ! Managed a team of technical support individuals, was a mentor to all employees, and improved ticket resolution time by roughly 80% over 4 years.
  • Designed, implemented, and tested multiple server environments in HP Blade System.
  • Worked in a large enterprise environment.
  • Traveled to different sites to configure networks, computers, and network security policies.
  • Experienced in C++, Java, PHP, and JavaScript during schooling and lab environments.
  • Other Curricular Activities ! Volunteer Humanitarian Service Project - Bolivia and Peru ! Eagle Scout w/ bronze and silver palms.
Professional Affiliations

Active Directory, Agile, backup, billing, C++, Citrix, com, hardware upgrades, hardware, Config, customer satisfaction, data integration, data warehouse, databases, database, decision making, editing, edit, forms, FTP, help desk, HP, PHP, inventory, Java, JavaScript, leadership, Mac, managing, mentor, Access, Excel, MS Office Suite, Windows OS, SharePoint, Word, enterprise, Network Attached Storage, network printers, network security, Network, Networking, networks, pivot tables, policies, process improvement, quality, quality assurance, QA, reporting, Risk Management, sales, SDLC, Server Configuration, Servers, shipping, testing software, SQL, SSL, surveys, tables, team management, technical support, VPN

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Resume Overview

School Attended

  • University of Utah

Job Titles Held:

  • Technical Support Manager
  • Database Quality/Reporting Analyst
  • Fulfillment Specialist


  • B.S

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