CHRIS SIMS 210-***-**** aca1jx@r.postjobfree.com

EDUCATION

Texas A&M University – San Antonio, TX

Bachelor of Science in Business Administration in Computer Information Systems

Graduation - May 2010

COURSE WORK INCLUDED: Computer Information Systems Administration Database Design

SQL Visual Basic Systems Analysis & Design Management Information Systems

Telecommunications I & II Business Law Project Management

EXPERIENCE

PEARSON NCS, San Antonio, TX (TEMPORARY)

AIMSWeb HELP DESK TIER 1 CUSTOMER SUPPORT

07/2013 – 10/2013

Provide Tier 1 phone software support that is accurate and timely to AIMSWeb educational software

•

users, in a high volume call center, using AVAYA phone systems.

Utilize ghosting, AIMSWeb complex knowledge base, multiple Internet platforms (Firefox, Google

•

Chrome, and Internet Explorer) and standardized troubleshooting techniques to diagnose and

quickly resolve helpdesk calls.

• Use NIMSOFT ticketing system to document and track agent call metrics.

• ONE CALL RESOLUTION standard of success.

• Use MS Office 2003 and 2007 and Google My Cloud to collaborate with other departments, to

document procedures and to escalate problems.

PEARSON NCS, San Antonio, TX (TEMPORARY)

EDUCATIONAL TESTING SCORER

03/2013 – 07/2013

• Evaluate and score based on state standardized tests.

• Meet and exceed rate/reliability requirements.

Use MS Office 2003 and 2007, and Google My Cloud to document procedures and escalate

•

problems.

STUDENTNEST.COM, San Antonio, TX (TEMPORARY)

MARKETING SPECIALIST

10/2012 – 2/2013

1

• Market tutoring programs to local school districts.

• Use MS Office 2003 to correspond with clients and colleagues.

CITIBANK, SAN ANTONIO, TX (CONTRACT)

LEVEL 1 TECHNICAL SUPPORT

08/2011-10/2011

• Diagnose and resolve technical hardware and peripherals across network domain, and escalate to

appropriate Tier 2 and Tier 3 support teams based on workflow rules

• Apply knowledge of technical software (ServiceNow, Remedy, Infoman OVSC and Virtual tech)

to analyze and resolve customer hardware and application issues

PEARSON ASSESSMENT, SAN ANTONIO, TX (TEMPORARY)

AIMSWeb HELP DESK TIER 1 CUSTOMER SUPPORT

04/2011 – 07/2011

Provide Tier 1 phone software support that is accurate and timely to AIMSWeb educational software

•

users, in high volume call center, using AVAYA phone systems.

Utilize ghosting, AIMSWeb complex knowledge base, multiple Internet platforms (Firefox,

•

Google Chrome, and Internet Explorer) and standardized troubleshooting techniques to diagnose and

quickly resolve helpdesk calls.

• Use NIMSOFT ticketing system to document and track agent call metrics.

• ONE CALL RESOLUTION standard of success.

• Use MS Office 2003 and 2007 to document procedures and escalate problems.

2

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