Joseph A. Massara

**** ********* **.

Ballwin, Missouri 63021

abq1u6@r.postjobfree.com

314-***-****

PROFESSIONAL SUMMARY

Customer-Service Oriented Technical Support Representative, with 2 years of experience providing support to internal and external customers via phone and e-mail for a variety of operating systems, technologies and software applications.

1. Possess strong organizational skills, excellent communication in both verbal and written formats, and excels in explaining technical terminology to non-technical clients.

2. Extensive experience in servicing both end-users and administrators

3. Superior communications skills with both clients and co-workers.

4. Exceptionally strong problem solving, mathematical, written and analytical skills.

5. Highly efficient working in a multi-tasking dynamic environment.

6. Experienced in planning, organizing, and supervising the work of others.

7. Expert in troubleshooting Windows XP/Windows Vista/Windows 7/Windows 8 platforms as well as MS Office (Word, Excel, and PowerPoint), and 3rd party applications.

8. Specific technical tools include Citrix GoToAssist, Citrix GoToMeeting, and Webex.

TECHNICAL SUMMARY

Software/Tools: Windows XP/Vista/7/8, MS Office 2010, Outlook, Ethernet, Internet Explorer, Google Chrome, Firefox, InteleCRM, Goldmine, Training/How-to documentation, Software support and installation, WebEx, Outlook, Citrix GoToMeeting/Assist, Fiddler, Retail Pro 8.

Operating Systems/Mainframes: Windows 8/Windows 7/Windows Vista/Window XP/2000/NT/98/95, SQL Server 2008R2

EDUCATION

Lindenwood University, St. Louis, MO, August ’03 – May ‘04

PROFESSIONAL EXPERIENCE

Business Training Library, St. Louis, MO 06/2011- Present

Client Technical Specialist/Support Representative

Biz Library is an online training company for small and mid-size businesses country wide.

1. Directly support end users and training administrators with technical related issues, such as, but not limited to, Java and Flash platforms, Internet Explorer (IE), FireFox, and Google Chrome browsers, under the Windows Operating Systems (Windows OS).

2. Entered and configured new clients in the GUI, for implementation.

3. Used InteleCRM, Goldmine and REDMINE (Ticketing Systems) to manage both internal and client related trouble/support cases.

4. Highly focused in problem determination/resolution for clients during critical outages.

5. Adept at leading a team of three to a timely resolution assuring high customer satisfaction.

6. Process Company Lending Library by utilizing UPS WorldShip to send and receive hard copy products.

7. Research and prepare newly reported back-end system related issues for escalation to Dev OPS using tools such as, Fiddler, SQL Server 2008R2, and Developer Tools.

8. Member of the QA Team. Completing front end beta testing on newly developed modules and web compatibility/browser compatibility.

9. Working to develop a call metrics system for the client support representative team.

10. Developed reports through InteleCRM for customer facing metrics

Golf Discount of St. Louis, MO 06/2002- 06/2010

General Manager – Mesa, AZ / Kansas City, MO 04/2006- 06/2010

1. Management: day-to-day responsibilities, accounts payable/receivable, accounting system, reporting, and ledger analysis

2. Sales: customer communication, problem resolution, revenue building, and sales tracking

3. Human Resources: hiring, payroll, personnel files, conflict resolution and other employee requests/benefits

4. Project Management/Marketing: estimating, project tracking, screening print ads, and POP creation.

5. Coordinated and managed both driving range and retail operations simultaneously

Assistant Manager – St. Louis, MO 03/2005- 04/2006

1. Management: day-to-day responsibilities, accounting system, reporting, and ledger analysis

2. Sales: customer communication, problem resolution, and revenue building

3. Human Resources: employee requests, new hire screening, and conflict resolution.

4. Marketing: POP creation

Sales Associate – St. Louis, MO 06/2002- 03/2005

1. Sales/Customer Service: customer communication, revenue building, problem solving, and creating new sales plans/ideas.

2. Coordinate multiple tasks simultaneously

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