Technical Support Software

Michael A. James

* ******* **** *****. *********, GA 30294

Cell 770-***-****

SUMMARY

Experienced professional with a successful record of achievement in

technical support. An effective troubleshooter with the skills necessary to

direct, train, and motivate clients. Excel at interfacing with others at

all levels to ensure organizational goals are attained. Posses strong

diagnostic and problem resolution skills.

PROFESSIONAL EXPERIENCE

IBM: Atlanta GA

2004-Present

Position: Technical Support Representative

Specialize in performing and enabling remote technical support of IBM

software, hardware and solutions. Provide technical support assistance to

clients and IBM field support (SSRs) using problem determination and

program source identification skills. Provide technical and negotiation

skills in collaboration with other support operations and organizations to

prioritize and diagnose problems to resolution. Communicated action plans

to the client or IBM representative as appropriate. Recommended and

implemented new or improvements to existing technical support tools,

procedures, and processes. Also provide training for and mentor others on

the team. Contributed to department attainment of organizational objectives

and high client satisfaction.

MorganStanley: New York City, NY

2000-2004

Position: Specialist Tech Support

Supported and troubleshooted customer and employee problems to determine if

the problem was hardware, software, or procedural. Escalated problems to

appropriate resource and follow-up to ensure resolution to customer

satisfaction. Updated knowledge base on a regular and consistent basis.

Provided technical support for business applications usage. Maintained a

thorough understanding of the product methodology and functionality of the

systems. Performed other duties as needed upon request by immediate

supervisor.

TeleRep Inc: New York City, NY

1999-2000

Position: Desktop Support/Help Desk Technician

Provided end user application support of Microsoft Office (Word, Excel,

Access. PowerPoint, and Outlook). Performed hardware/software

installations, as well as upgrading and configuration. Troubleshooted outer

office problems through use of PCAnywhere. Performed printer repairs.

Smithsonian Institute: New York City, NY

1998-1999

Position: Technical Support Specialist

Provided front line of support for IT systems and software that fields

telephone calls, voicemails and emails from BPA

IT clients, resolved IT issues, tracked issues using a central incident

management application. Ran diagnostic

programs for troubleshooting or monitored purposes. Responsible for

providing technical assistance over the phone for

a wide variety of hardware, software and site-specific applications in an

enterprise server-client environment.

SKILLS SUMMARY

Microsoft Windows 2000/XP/WIN7 and/or Windows Server 2003/2008 Skills in

Microsoft Office 2003/2007/2010 Suite including Word, Excel, Outlook,

PowerPoint and Access Windows Domain based infrastructure and active

directory MS Remote Assistance Desktop/laptop and/or server hardware,

configuration and troubleshooting Good oral and written communication

skills.

EDUCATION

New York City Technical College-Associate of Computer Technology

Netcom Technical Services Inc.-PC/LAN Certification Awarded

A+ Certification

Contact this candidate