Customer Service Software
Resume:
Daniel Silvia
IT Support Technician
PROFESSIONAL HIGHLIGHTS:
Works well in a group setting providing all aspects of computer support and also works well independently, able to
prioritize tasks by level of importance. Can provide such support as troubleshooting, break-fix, installations of
hardware and software, remote support, and maintenance, as well as in-depth knowledge of various software packages
and operating systems. Many years of customer service experience and support, both of internal and external users.
TECHNICAL SKILLS:
Working knowledge of A+, Security + 2008, Network + 2009, Windows 2000, Windows
XP, Vista, and Windows 7
Application software: MS Access, MS SQL, MS-Office, Abobe Acrobat, XP Professional,
Citrix Client, Virtual Client Services (VCS) Software, Active Directory
Troubleshooting and repairing hardware and software
EDUCATION:
MotoRing Technical Training Institute East Providence, RI
Computer Service Technician / Network Installer Certificate 2003 - 2004
Portsmouth High School Portsmouth, RI
1982 –1986
PROFESSIONAL SUMMARY:
FUJITSU / CITIZENS BANK
Cranston, RI
Break-fix and Technical Support 04/11 - Present
• Replace or repair broken hardware including Lexmark and HP printers
• Asset Management and deployment
• Citrix Virtual Client Services (VCS)
• Install peripherals for users
• Order parts and maintain parts inventory
• Answered calls from users and logged trouble tickets
• Trouble shoot hardware and software including Adobe and Microsoft products
SELF SERVICE NETWORKS
Middletown, RI
Customer Support Analyst / Contractor 10/10 – 01/11
• Monitored Kiosk Software Systems
• Contacted customers when issues were detected
• Answered calls from customers and logged trouble tickets
• Trouble shoot hardware and software
• Loaded software onto Kiosk PC’s and tested before shipping
AMAZING CHARTS
North Kingstown, RI
Technical Support Analyst / Software Specialist 03/09 – 09/10
• Received calls from doctors, nurses, IT personnel
• Logged calls in ticket system
• Resolved technical issues and escalated all issues that could not be resolved in a reasonable
amount of time
• Tested software and wrote procedures for the use and installation of software
• Worked with Data Base software MS Access and help transistion to MS SQL
CVS PHARMACY
Lincoln, RI
Technical Support Analyst / Rollout Conversion Specialist 08/08 – 03/09
• Ran pre-test on store and pharmacy software and hardware
• Trouble shoot hardware and software
• Resolved technical issues and escalated all issues that could not be resolved in a reasonable
amount of time
RITE AID PHARMACY
Warwick, RI
Technical Support Analyst Job Description 01/06 - 07/08
• Took calls from managers, pharmacists, corporate and field users
• Logged all calls into Peregrine
• Resolved technical issues and escalated all issues that could not be resolved in a reasonable
amount of time
• Opened tickets with vendors such as phone vendors, field service techs, and ensured tickets
were resolved appropriately
• The following Store Systems are supported by the Technical Support Center:
• Pharmacy computer system including servers and workstations
• IVR (Integrated Voice Response) software and hardware
• Pharmacy printers
• Pharmacy peripherals such as paper scanners, barcode scanners, pill counters and
dispensers
• POS systems including POS controllers, registers, and barcode scanners
• Front end printers
• Managers’ computer systems including software and hardware
• Networking troubleshooting which may include opening tickets with network
providers
• Telecom support including fax and voice communications and alarm panel
communications
Contact this candidate