Customer Service Technical Support
Resume:
Jonathan Scott Anderson
**** *********** ***** ********, ** 30064
770-***-**** **************@*****.***
http://students.kennesaw.edu/~jsa2159
Career Summary
? Four years of support-related experience encompassing a broad range
of products, technologies, and clients including consulting, call-
center and data-center work
? One year of consulting experience with a major regional electric and
gas utility provider
? Team oriented with excellent communication, troubleshooting and
customer-service skills
? Five years of database design and administration, including front
end design utilizing VB.net and VBA
Career Experience
The Northlake Group I.T. Support January 2009 - Current
?Created and maintains automated VB.net database-driven
applications for productivity and disaster recovery
?Administers PC workstations onsite and remotely
?Administers network onsite and remotely
?Administers customer's POS (Point-of Sale) system
?Maintains network and PC security
?Ensures 99% customer operational uptime
Mid South Security Dispatcher November 2008 - April 2009
?Maintains and updates customer information via Microkey
Millenium Series Database
?Troubleshoots, processes and responds to alarm activity
including emergency dispatches
?Provides HR assistance by validating in-house operator
schedules and time cards
?Updates and audits annual master customer account database
?Provides multi-level customer service via telephone, fax, and e-
The Judge Group Contractor January 2008 - March 2008
?Analyzed and initiated re-design of the Transactional Pricing
Process
?Created analytical tools for process redesign using VB, VBA and
MS Access
?Cleansed data input for analysis using VB and VBA methods
?Created data maps based on existing production databases
The Home Depot Logistics Analyst July 2007 - November 2007
?Designed and implemented PO Analysis database application using
MS Access, MS Excel and VBA
?Created an automated data-warehousing tool using VB and MS
Access
?Analyzed and created reports on store sales and markdowns in
selected markets using MS Access and DB2 RDBMS
?Designed an automated MS Access markdown analysis database tool
?Used DB2 RDBMS tools for further analysis / automation of data
(QMF, CA Platinum)
Sirius Works Consulting Contractor November 2006 - April 2007
?Designed an MS Access-based enterprise-wide reporting
application
?Assisted the HR team with 2007 Compensation Re-alignment
project
?Created custom reports based on client's requirements using VBA
and advanced SQL.
?Hand-coded reports, queries, and forms using VBA
Synergis Consulting Contractor September 2006 - November 2006
?Designed, coded and implemented an MS Access-based enterprise-
wide reporting database application
?Linked front-end Access application to Remedy objects using DSN-
less ODBC connections.
?Automated overnight procedures and modules using Visual Basic
executables and VBA
?Hand-coded reports, queries, and forms using VBA
?Assisted client with initial SharePoint portal setup and
administration
Optio Software Technical Support Analyst March 2006 - July 2006
?Provided on-demand technical support per strict service level
agreements for fortune 500 companies
?Created a simulation of customer's production database using
MySQL
?Assisted in the creation of a simulation of multiple customers'
production imaging solution using Sax BASIC
?Supported a wide range of customer solutions in Windows, Unix
and Linux environments
Accenture, LLC Analyst January 2005 - March 2006
? Fortune 100 Electric and Gas Utility Client
?Designed, coded, and maintained MS Access / VB database for
production batch job tracking metrics
?Executed, streamlined and handed-over imaging process for B2B
summary account bills for corporate customers
?Supported Customer/1 system (middleware) user interfaces
?Maintained and enhanced a 750 MB multi-user, fully automated,
non-billed account tracking database
?Created custom reports and graphs in MS Access, MS Excel using
VBA
?Designed and implemented automated procedures for data
maintenance and reporting
?Designed, built, and implemented multiple enterprise-wide
Visual Basic applications and databases as requested by the
client
?Performed SPUFI (SQL Processing Using File Input) on the OS/390
DB2 platform for data maintenance and reporting as necessary
?Reported metrics and status from the Customer/1 database as
requested
?Created and updated documentation on all processes and
procedures
Education
?Kennesaw State University
. Information Systems and Information Security and Assurance
(dual BS degrees)
December, 2011
.Dean's List: Spring 2009
Other
?Eagle Scout, 1994
?The Delta Chi Fraternity
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