Jason Clemons

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

Apt ****

Nashville, TN 37209

803-***-****

abkr8o@r.postjobfree.com

Objective

A technical support role where experience in systems monitoring and

proactive response is needed while working with a variety of clients.

Professional History

Aug. 2006 - Sep. 2010 BCBS of South Carolina

Columbia, SC

Mar. 2006 - Aug. 2006 ettain group (Contracted to BCBSSC)

Columbia, SC

Technical Support Analyst I

Performed typical Technical Support duties, inclusive of mainframe,

desktop, Novell networking Active Directory, and hardware support.

Systems supported include Citrix remote access, Microsoft Office, WRQ

Reflections terminal emulator, Avaya and Meridian phone systems, and

Windows XP Professional.

Wrote Reflections macros to enhance support capabilities.

Customer Incident Management/Proactive Support

Responsible for maintaining the ticket queue for Non-participating support

groups for the Technology Support Center.

Wrote Visual Basic applications for WRQ Reflections, Internet Explorer, and

Microsoft Outlook to enhance support capabilities. Applications became

standard use for the position.

Have implemented and administered multiple web applications, including web-

based surveys and a Wiki-based knowledge base. Software used includes

Apache web server, MySQL database, and PHP.

Assisted in training new hires for the Technology Support Center.

Dispatched trouble tickets to respective support areas.

Contacted responsible support areas for higher severity issues on an hourly

basis.

Processed system outages using mainframe and WMS interfaces.

Jul. 2004 - Nov. 2005 WebMD

Nashville, TN

Feb. 2004 - Jul. 2004 Rezult IT Sourcing (contracted to WebMD)

Nashville, TN

Research Analyst

Researched clients' issues, inclusive of missing reports and claims not

getting to payers.

Tools used include AIX Unix, Siebel versions 5 and 7, mainframe interfaces,

and Microsoft Office applications.

Wrote several shell scripts to enhance research capabilities.

Contacted both payers and clients as needed to resolve clients' issues.

Nov. 2003 - Feb. 2004 Dell

Nashville, TN

Mar. 2003 - Nov 2003 Spherion (contracted to Dell)

Nashville, TN

Senior Technical Support

Performed typical Technical Support duties, inclusive of software and

hardware support.

Primary function was Incoming Call Center, covering both desktop and laptop

support.

Secondary function was Outgoing Call Center, primarily for OS

reinstallation.

Dec. 1999 - Jan. 2003 Caterpillar Financial Nashville, TN

Help Center Representative

Performed typical Technical Support duties, inclusive of NT Network

support, client-side support, Lotus Notes support, Windows 95, Windows NT,

and Windows 2000 support, and Unix support.

Wrote scripts to enhance the abilities of the Help Center. Languages

included Attachmate Extra! scripting, DOS batch files, and MS Access 97.

Programmed the initial deployment of the Help Center website. Software used

included 1st Page 2000 and PhotoWorks.

Processed call reports in Visio and CentreVue.

Education and Awards

1990-1992 Benton Hall Academy Nashville, TN

Awarded Presidential Academic Fitness Award in 1992.

Graduated in 1992.

Awarded the following certifications from BrainBench.com:

11-14-02 HTML 3.2

11-14-02 HTML 4.0

11-14-02 Linux Administration (General)

11-14-02 Web Design Concepts

11-14-02 PHP 4

11-15-02 WWW Concepts

11-15-02 E-commerce Concepts

11-15-02 Linux Administration (Red Hat)

Skills and Accomplishments

Software skills include:

Linux administration (Red Hat, Slackware, and Ubuntu)

Microsoft Windows (All versions) administration and support

Microsoft Office 97/2000/XP

SMS Management Tools

1stPage 2000

Attachmate Kea! 5.0 and 2000

Attachmate Extra!

MySQL administration

PHP 4

Macromedia Flash 8 and MX

Lotus Notes

Apache web server administration

TAO v5

Reflections

Rumba

Novell user administration

Active Directory administration

Computer assembly and technical support, solving hardware and software

conflicts, client-side aspects of the Internet.

Member of Microsoft Windows ME Beta team.

Have been working with computers personally for over 20 years inclusive of

assembly, diagnostics, and upgrades.

References

Available upon request.

Contact this candidate