Resume

Software/Product Support

Location:

Atlanta, GA

Salary:

51000

Posted:

June 24, 2014

Contact this candidate

Resume:

Andre M. Cullins

- acepip@r.postjobfree.com -

*** ******* *. ********* **** Atlanta, GA 30318 404-***-****

PROFILE

A meticulous Product Support Analyst with 6 years experience in Software &

Product support.

Main strengths include: dependability, dedication and adaptability to get

the job done as proven by my experience in my past roles as a Support &

Help desk analyst and sales manager.

I am looking for a support role which offers me the opportunity to develop

new skills while strengthening those I already have.

TECHNICAL PROFICIENCY:

. HTML5/CSS3/XML

. Active Directory

. BMC Remedy Ticketing System

. Remote Desktop Support

. Citrix Applications

. Oracle DBA

. Mac OSX

. Microsoft Windows

. Microsoft Office Suite

PROFESSIONAL

TMP Worldwide Atlanta, GA 12/12 - Present

Product Support Analyst

. Manage Fortune 500 companies job career sites

. Efficiently provide post-implementation product maintenance and

support to TalentBrew (SaaS) clients

. Work jointly with Digital Project Managers and Engineering teams in

identifying, reporting, and resolving product issues and requests

. Work within CSS & HTML to maintain client site content

. Escalate critical technical issues to Front end or Back end

development as necessary

. Daily QA client sites to include changes in our weekly build

. Develop and foster strategic relationships with clients

. Provide on-call support 24x7 on a rotational basis.

Wellstar Health System Kennesaw, GA 03/14 - 04/14

(Contract)

Help Desk Analyst

. Provided tier-1 technical / frontline support to healthcare staff with

newly-implemented EPIC EMR system.

. Created trouble tickets within Remedy ITSM 8 and escalated as needed.

. Reset end user passwords in Active Directory.

NCR Peachtree City, GA 05/12 - 12/12 (Contract)

Help Desk Analyst

. Call Center support for all Lowes Home Improvement stores throughout

US and Canada

. Use Remote Desktop to troubleshoot and resolve hardware, software and

network issues (i.e. Thin clients, Printers and POS registers )

. Log all calls with accurate information in BMC Remedy

. Dispatch all calls to the appropriate hardware or software technician

. Provide updates to users regarding status on their problem resolution

. Triage tech calls and priorities, manage multiple projects with tight

deadlines

. Ensure excellent customer service and strong communication skills to

ensure quality service.

BlackBerry Atlanta, GA 05/09 - 05/12

Sales Consultant Manager

. Work directly with RIM tech support to resolve tech issues in-store,

over the phone and email

. Experience configuring and deploying software and web updates while

also performing installs, as well data backup and restore on devices

for clients

. Develop and foster positive customer relationships while providing

customer service in an efficient manner to customers arriving and

departing Hartsfield International Airport

. Supports unit and revenue sales plan through pre-sales and/or post-

sales technical consulting activities while accomplishing an 80%

increase in sales since May 2009

. Managed and maintained workflow of 7 employees

Best Buy Atlanta, GA 11/06 - 05/09

Home Theater Pro II

. Provided appropriate levels of product knowledge and recommendations

to customers based on their level of product knowledge

. Supported daily sales goals and participated in service-oriented role-

play, demonstrations, and coaching sessions with team.

. Demonstrated understanding of products, services, consultations,

financing offers, promotions in order to support daily sales goals

. Interacted with outside vendors to gain specialized knowledge on