Technical Support Manager
Resume:
Experience
Operations/Business Analyst
. Interfaced with management, users, and external vendors
. Gathered requirements and translated them into technical requirements
. Processed data received from each client on a daily basis.
. Audited the results for each processing batch (performed quality
control)
. Identified root causes of problems by analyzing data-sets, result-
sets, and relevant system routines
. Monitored internal operations to make both change and process
management proactive, not reactive, processes
. Provided personalized support for each client to best meet their needs
. Assisted in general administrative tasks for department as needed
. Generated reports for both management and clients
. Provided the complete scope of IT support for the company
. Developed, coded, and tested programs to streamline internal processes
. Researched and analyzed projects within the framework of time,
budgetary, and technical constraints
. Worked on Disaster Recovery planning for the IT infrastructure
. Incorporated IT "best practices" when possible, to make solutions more
robust
Self Employed
03/2010 - 10/2010
PC Technician/Consultant
Seaview Orthopaedics, Ocean, NJ
11/2009 - 03/2010
IT Support Analyst
. Provided technical support for 140 employees across 4 offices
. Assisted with configuring, deploying, and maintaining all IT systems
. Assumed responsibility for all IT duties in the absence of my manager
First Investors Corporation, Edison, NJ
03/2006 - 07/2009
Programmer Analyst
. Analyzed project requests in order to define technical specifications
and functionality
. Designed programmatic models appropriately from both an engineering
and end user point of view.
. Developed flowcharts in MS Visio to map out internal processes.
. Implemented the models in code, ensuring all specifications were met
. Composed technical documentation as needed
LANDesk Systems Administrator
. Configured, deployed, and maintained both client and serverside
components of the LANDesk Management Suite system
User Support Specialist
. Provided end user technical support for all company employees
. Worked closely with other departments in IT to facilitate solutions
Vonage, Holmdel, NJ
09/2005 - 01/2006
Tier 2 Technical Support Agent
. Provided second level support for Vonage phone subscribers
Maser Consulting P.A., Red Bank, NJ
12/2004 - 04/2005
IT Intern
. Implemented an internal web site system
Education
The College of New Jersey, Ewing Twp, NJ
Bachelor of Science - Computer Science, May 2005
161 Franklin Corner Road
Lawrenceville, NJ 08648
***********.*****@*******.***
Christopher Otten
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