Software Technical Support

Connie M. Parks

*** ***** **** ******, *****, Nebraska 68114

402-***-**** / *************@***.***

Dependable, detailed-oriented, energetic IT professional with over 20 years of

experience with the field of technical support and analysis.

Overview Technical Support

IT Analysis

Technical Training & Development

Hardware and Software Repair & Support

Professional Mutual of Omaha, Omaha, Nebraska 1984 - 2008

Experience IT Analyst

Responsible for responding to network server related issues and

inquires for multiple departments. Provided support and problem

resolution in response to users' various technical issues. Consulted

the company's issues page and performed appropriate interventions.

Rebuilt and trouble-shooted workstations and servers. Assisted in

determining permanent resolutions to common problems and educate the

end user. Added new peripherals or users when appropriate and updated

existing network information. Installed and/or upgraded software

applications as necessary.

Systems Support: Answered users' inquiries regarding computer software and hardware

operation to resolve users' issues. Set up equipment for employee use,

performed and ensured proper installation of cable, operating systems

and appropriate software. Installed and performed various levels of

repair to hardware, software, and peripheral equipment following design

and installation specifications. Entered commands and observed system

functioning to verify correct operations and detected errors.

Technical Prepared evaluations of software and hardware while recommending

Development: related improvements and upgrades. Conferred with staff, users, and

management to establish requirements for new systems and modifications.

Conferred with users and conducted computer diagnostics to investigate

and resolve problems and to provide technical assistance and support.

Training and Trained users in the proper use of hardware and software. Inspected

Resolution: equipment and read order sheets to prepare for delivery and set-up to

users. Referred major hardware and software problems and defective

products to vendors and technicians for service. Maintained record of

daily data communication transactions, problems and remedial action

taken and installation activities.

Operating Possess wide experience in desktop operations, configuring,

Systems customizing, and navigating through IBM custom applications, AS 400,

Windows NT 4 and 5.1, 95, 2000, and XP. Utilized network protocols and

services, client management, OS installation, OS commands and concepts,

and file and print management.

References and Supporting Documentation Furnished Upon Request

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