Technical Support Software

David S. Williamson

*** ******** ******

Hamburg, New York 14075

716-***-****

***********@**********.***

Technical Proficiencies:

Platforms: Windows 9x/NT/2000/XP/Vista/Windows 7

Hardware: Dell / Compaq / HP / Lenovo desktops and notebooks, Printers,

Scanners

Networking: VPN, TCP/IP

Tools: McAfee/Symantec Virus Protection Utilities, Citrix, Lotus

Notes,

Microsoft Office Suite, Global Service Desk, ACF2,

RACF, Active Directory

Professional Experience:

HSBC Technology & Services USA.

1999 - 2009

One HSBC Center

Buffalo, New York. 14203

Position: Programmer/Tech Analyst 3/Help Desk Specialist

Provide advanced technical support to users and clients via the telephone

and remote access.

. Troubleshooting conflicts with various bank systems, hardware and

software.

. Knowledge of security principles, networks, and financial services

applications.

. Perform password management using ACF2, RACF, and Active Directory.

. Assist in increasing the readily available troubleshooting

information by preparing technical documents to address issues and

furnish solutions for the knowledge base.

. Training of new technical support specialists in the troubleshooting

of more complex software and hardware issues.

SOFTBANK Services Group.

1995 - 1999

699 Hertel Ave

Buffalo, New York. 14207

Position: Tech Support Specialist Level II

Provide advanced technical support to customers via the telephone on

specific software.

. Troubleshooting, diagnosing, and reporting of problems and conflicts

with hardware and software for the software's various programs and

multiple versions.

. Specially trained to support the installation and operation of the

programs in network environments.

. Training of new technical support specialists in the more complex

software features.

. Assist in increasing the readily available troubleshooting

information database by preparing technical documents to address

important issues and furnish solutions.

Education:

Bachelor of Science in Information Systems Management

State University of New York College at Buffalo

Buffalo, New York 14222

References available upon request

Contact this candidate