Technician Technical Support

M a t t hew K Poer

Canton, GA ***** ***********@*****.*** (404) 661 – 5376

Education Educational Honors

•

Bachelor of Science in Computer Science Deans’ L ist – Spring 2008

• President’s List – Spring 2009

2 years, degree not complete.

• HOPE and Pell Grant Recipient

Kennesaw State University. GPA 3.5/4.0

Work Experience

Freelance Developer January 2011 – Current

• Created WordPress Plugin with custom widget containing a newsletter sign-up form

(for MailChimp.com lists). Plugin t racks registered emails for basic reporting.

Published plugin in Wordpress Plugin Directory.

• Used C++ and Windows Batch to wri te an application to set the homepage URL of

I nternet Explorer and Mozilla Firefox.

Developer /Consultant at ATCORE Systems May 2010 – January 2011

• Began part-time internship working with existing code, fixing bugs and updating a

module for the new release of SugarCRM 6.

• Moved to FT in August2010 and continued PHP/JavaScript work with SugarCRM.

• Ut ilized the YUI Library heavily to create user-friendly, interactive AJAX-enabled

pages.

• Packaged modules for distribution and created video and text documentation for

i nstallation and use of products.

• Co-authored/edited ebook Lead Management in SugarCRM .

Web Design and Development Fishers for Christ December 2009 – February 2010

• Using PHP, MySQL, XHTM L, CSS and JavaScript to create a custom-made content

management system with user roles for Fishers for Christ M inistries, an Atlanta-based

m inistry with a focus on homelessness.

• Buil t CMS into an attractive front-end for the site.

• A functional testbed-copy of the site can be found at ht tp://pickerpages.freehostia.com –

to access the control panel, use email ***********@*****.*** and password test.

Level 2 Technical Support at Long Term - Short Term, Inc September 2009 – August 2010

• H i red as a Tier 1 representative, a member of the technical support team taking calls

f rom customers.

• Worked 100% remote using chat, I M, email and VOIP to interact with team and

customers. Heavy use of LogMeIn Rescue remote-desktop software.

• Call topics typically cover “how-to’s” for the company’s software packages, and

f requently involved configuring a range of security software; common web browser

t roubleshooting.

• Other Windows t rouble-shooting often included basic malware removal.

• Customer Experience Rating 98.2% and Resolution Status 96%.

• Promoted to Tier 2 in April of 2010. Additional responsibili ties included

monitoring/auditing other representatives, receiving escalated issues, and handling

b illing issues.

Computer Technician OT Computers February 2009

• Assisted with taking down, t ransporting, and re-installing a series of Windows

workstations, as well as installing new workstations in a new office environment.

• Assisted with patching CAT-5 cables and configuring networked peripherals.

Owner / Technician at Nerd Herd Computer Services 2005 – 2010

• Providing in-home computer assistance and services for community.

• Basic computer setup and support, virus and malware removal, networking and

w ireless networking, t raining, web site development and web site design.

• Developed a business plan and marketing plan.

• Ut ilized desktop-sharing technologies to assist clients remotely, allowing them to avoid

t he hassle of having a technician in their homes.

• As of 2007 to current, no longer marketing the business, but still accepting clients

t hrough word-of-mouth referral (mostly friends of friends, etc).

S kill Set

• Debian- and Fedora-based Linux on Server and Desktop

• M icrosoft Server 2003 and 2008

• MSSQL Server 2005 – 2008 RC2

• PHP, up to and including PHP 5.3

• JavaScript with jQuery, YUI

• ExpressionEngine, Drupal and WordPress Administration

• WordPress Plugin Development

• Mastery of HT M L, XHTM L, XML, RSS, ATOM, CSS

• MySQL from terminal (CLI), phpMyAdmin and Navicat

• I IS, XAMPP and WAMP on Windows

• Apache 2.0 Configuration and Optimization

• NuSphere PHPed, Eclipse, Quanta, Notepad++

• SugarCRM 5.2, 5.5, 6.0, 6.1 configuration and development

• BASH Shell Scripting, Windows Batch Scripting, basic AutoIT and Java

• VMWare Server, VMWare Player, Qemu and KQemu Vir tualization

• Email Marketing using MailChimp.com; using API for integration with other services

• M icrosoft Office Word, Excel, Outlook, PowerPoint, Publisher and OneNote; OpenOffice

• Stock and Options markets and t rading stetegies

• Business-oriented writ ing

• Technical wri ting and basic SEO

• Screencast-based video documentation using Camtasia

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