Technical Support Sales

Andrea Schnabel

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

Thornton, CO 80602

Cell: 303-***-****

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

Incisive IT Professional eager to contribute exceptional support expertise,

sales background, and relationship-building skills toward supporting a

dynamic organization in optimizing revenue growth and performance.

Qualifications Profile

. Outstanding capabilities in scrutinizing, diagnosing and rectifying

complex technical errors and issues.

. Strong experience in performance tuning and system optimization, data

analysis, remote support, preparing detailed instructions for

enhancements and bugs, PC maintenance, and networking.

. Strategically combine veracity, sharp prioritization skills, and a

collaborative work approach toward consistently meeting or exceeding

employer and/or client expectations.

. Extremely versatile; easily adapt to new roles, responsibilities,

technologies and environments.

. Adept at software installations, end user training, final call

resolution, team training, network diagnostics, and configuring user

accounts.

. Offer almost four years of sales experience for Hewlett-Packard, the

largest technology company in the world.

Technical Expertise

Citrix Metaframe VMware Novell Client

Novell ConsoleOne

Active Directory CRM Software Remedy

SalesForce

Microsoft Word Microsoft Excel Microsoft PowerPoint

Microsoft Outlook

GroupWise Heat SparkHawk GotoMeeting

Logmein WEBEX Jira Client

Professional Experience

E-Markets, 2010

Technical Support Analyst

. Researched and diagnosed issues with software application. When

clients would e-mail or call in with issues.

. Spearheaded - communication with Dow Plot Agro Science's while

application was being re-built for them to their specifications.

. Used Jira Client and Jira Web to build tickets for clients.

. Provided phone support to Agricultural companies.

Catalyst Repository Systems, 2008 to 2009

Tier II Technical Support Analyst

. Spearheaded full-scope technical support while establishing, nurturing

and maintaining exemplary customer relationships. Leveraged polished

troubleshooting capabilities to facilitate and ensure swift issue

resolution.

. Meticulously reviewed SQL statements to validate efficient resolution

of all application issues.

. Provided daily phone and email support to Project Managers and Lawyers

daily.

. Pro-active in assisting Team lead help other Technical Support

Analysts with issues they received from clients.

Professional Experience continued ...

Mortgage Cadence, 2007 to 2008

Software Support Representative

. Analyzed, researched, diagnosed and resolved frequently complex

technical issues for customers.

. Proficiently utilized case and bug tracking systems while accurately

documenting issues and solutions.

. Exercised a team player work ethic to collaboratively and expeditiously

rectify customer issues.

. Demonstrated superior diagnostic talents in analyzing SQL Server

databases via Query Analyzer, Profiler and Management Studio tools.

. Successfully uncovered and amended critical user-related and

configuration issues on an enterprise-level application.

Various companies, 2007

Tier I and II Technical Support

. Served in a contractual capacity for organizations requiring short-

term helpdesk specialists.

. Seamlessly transitioned smart client application to web client

application for PowerPoint presentations and provided software

training to end users.

. Prepared and configured computers for new employers by uninstalling

and re-installing software.

. Administered Active Directory inclusive of adding and deleting users

and groups.

. Communicated remotely with clients to rapidly solve technical issues

vital to business continuity.

Affiliated Computer Services (ACS) TripPak Services, 2005 to 2007

Help Desk / Relationship Manager

. Diligently monitored systems to anticipate and rectify solutions prior to

customer inquiries.

. Used SQL to identify source of problem, applied corrective action, and

ensured consistent client satisfaction.

. Merged first-rate communication, interpersonal, listening and technical

skills to maintain East Region client base.

. Spoke to irate users and able to calm them down within the first

couple of minutes of phone call.

. High volume of Phone and Email Support.

. Pro-active in assisting team lead with issues.

? ? ?

Prior Background:

Loan Officer, Pulte Mortgage, 2004 to 2005

IT Contractor, self-employed, 2003 to 2004

Sales Associate, Hewlett-Packard, 1999 to 2002

Education

BACHELOR OF SCIENCE IN E-BUSINESS, UNIVERSITY OF PHOENIX, LONE TREE CO,

2002

Affiliations

MEMBER OF HDI (HELP DESK INSTITUTE)

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