Tim Trageser *

TIMOTHY W. TRAGESER *** Beechwood Drive Apt. B

Noblesville, Indiana 46060

Phone: 317-***-****

Email: ace38f@r.postjobfree.com

PROFESSIONAL PROFILE

Results-oriented IT Professional with a Bachelor’s degree in Information Services and demonstrated

excellence in programming, analysis, and trouble-shooting services. Highly skilled with facilitating

troubleshooting, developing, and enhancing strategies towards information systems project

management, systems support, programming and working with customized environments.

Proficient with Microsoft Office Products, Windows 3.1 - Windows 8, Mac OS X 10.4 – 10.8, HTML5,

•

CSS3, JavaScript, PHP, VB.Net, Java, and SQL

Ensures confidential transfers of data between administrative system and other supported

•

applications, providing access to administrative data

Able to support and maintain legacy systems that interface with administrative systems

•

Works effectively across multiple departments to determine needs and develop business

•

solutions

Able to manage the full cycle of projects from conception, planning, and development to

•

implementation, support, and continual service improvement

Keen ability to direct complex projects to achieve corporate objectives that impact and foster

•

substantial growth

Focused to maintain security, ease of usage, evaluating potential software and applications,

•

ensure compliance with all company policies and processes, and increase customer satisfaction

through innovative problem solving

PROJECT MANAGEMENT BUSINESS DEVELOPMENT

Ensure project management methodology (PMI), Work into group executive function, provide technology

including project scope development, planning, design, and operational due diligence, as well as practical

execution and documentation of projects understanding for technology to realize business

advantage

ITIL FRAMEWORK

Develop key improvement initiatives within network

STRATEGIC PLANNING

operations to deliver services and processes focused

Develop and implement strategic plans identifying

on improvement in quality and standards

information technology solutions to deliver and support

advanced services platform

ARCHITECTURE DESIGN

AND

Oversee system and business analysis in order to

GLOBAL IT BUSINESS MANAGEMENT

direct the architecture, design, development of AND

systems to meet management information needs of Offer multifaceted perspectives with excellent

the organizations understanding of today’s business and client

service strategy

PROFESSIONAL EXPERIENCE

ASSOCIATE TECHNICAL SUPPORT ENGINEER

APTEAN, INDIANAPOLIS, IN 1/2014 TO PRESENT

Position Profile:

• Troubleshooting and fact finding on new issues reported both electronically and by phone for

Knova Knowledge Management System.

Documenting solutions in company knowledge base, using the Knowledge Centered Support

•

methodology.

Completing, maintaining, and processing pertinent information in company’s incident

•

management system.

TECHNICAL SUPPORT SPECIALIST

INDIANA WESLEYAN UNIVERSITY, MARION, IN 7/2011 TO 1/2014

Position Profile:

• Provided technical assistance to faculty and staff for computer related issues and support of the

LMS system

Tim Trageser 3

Performed diagnostics and repairs to malfunctioning equipment

•

Created and updated knowledgebase documents

•

QA/APPLE CARE REPRESENTATIVE

APPLE/IBM, DALEVILLE, IN 10/2007 TO 10/2008 & 10/2009 TO 7/2011

Position Profile:

• Assisted customers with initial iPod and portable troubleshooting and resolution

• Assigned advanced software and hardware issues to appropriate level two support groups

• Assisted Apple Care Representatives in improving their customer service and technical skills

• Kept senior managers informed about CSAT scores and sales goal progress

PROFESSIONAL EXPERIENCE CONT’D…

QUALITY ANALYST

IBM/PHILIPS DALEVILLE, IN 10/2008 TO 6/2009

Position Profile:

• Monitored quality of Philips support agents to assure customer service, product knowledge and

process knowledge were meeting IBM/Philips standards

Created and delivered performance reports

•

Reviewed processes to ensure they were easily understood by Agents and Team Leads

•

CIA, GEEK SQUAD AGENT

BEST BUY, MUNCIE, IN 1/2007 TO 10/2007

Position Profile:

• Performed computer repairs and services while providing excellent customer service

• Facilitated the complete solution of product sales, upgrades, installations and service in the

stores

Tutored customers on the operation of their products and services

•

Trained new Geek Squad employees on processes and procedures

•

CUSTOMER SUPPORT ANALYST

SUBWAY, MICROS, COLUMBIA, MD 10/2004 TO 11/2006

Position Profile:

• Performed troubleshooting tasks with Point-of-Sales hardware and dispatched cases as necessary

• Diagnosed and resolved customer software issues using available resources

• Supported implementation personnel by resolving and responding to questions

• Trained new employees on basic hardware and software troubleshooting procedures

EDUCATION & CERTIFICATIONS

INDIANA WESLEYAN UNIVERSITY - MARION, IN

• Bachelor’s Degree in Business Information Systems, 7/2013

COMMUNITY COLLEGE OF BALTIMORE COUNTY, ESSEX CAMPUS - BALTIMORE, MD

• Associates Degree in Computer Information Systems, 2004

• Certificate in Computer Programming

Tim Trageser 4

REFERENCES

Professional and Personal References Available Upon Request

339 BEECHWOOD DRIVE APT. B NOBLESVILLE, INDIANA 46060 317-***-**** ace38f@r.postjobfree.com

Contact this candidate