Software Support

JEFFREY D. TOM

* ****** *****, ******** *****, N.Y. 10977 845-***-**** (Cellular)

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

PROFESSIONAL EXPERIENCE

PEARSON EDUCATION

(Old Tappan, NJ)

Applications Support Manager June

2005 -November 2007

. Managed a team of support analysts which provided support for 12

offices nationwide

. Tracked performance and ensured effectiveness of services performed

by the support team (SLA's, call tracking, surveys, random follow-

up calls, ticket escalation and assignment, scheduling, etc.)

. Communicated daily with Senior Management on all Application

Support issues.

. Acted as liaison between business units and technical personnel in

evaluating and implementing support procedures and adherence to

industry standards, rules, and regulations.

. Coordinated schedules and execution of teams performing rollouts

and implementations of new applications.

. Managed user acceptance testing groups during testing and

evaluation prior to deployment of new software.

AMERICAN REF-FUEL

(Montvale, NJ)

Senior Computer Support Coordinator

February 2004- June 2005

( Development and Administration of companywide customer request

ticketing system.

( Operated as a point of communication between all I.S. support

representatives with Senior Level Corporate

Management.

( Coordinated with 3rd party equipment maintenance supplier and

remote sites.

( Managed a team of technicians and representatives who supported 8

sites nationally.

( Created and Managed preventative maintenance programs for UPS,

tape drives, switches, servers, and other

LAN equipment throughout the company.

( Provide processes to upgrade users' computers with the current

updates and patches across all sites

( Created, standardized, and maintained current image files for all

pc models deployed companywide.

PC Customer Support Representative

July 2002 - February 2004

( Desktop support functions (troubleshooting both hardware and/or

software issues).

( Setup, installation, maintenance, and upgrading of computer

hardware and software as required.

( Troubleshoot Network LAN/WAN connectivity issues to resolution

as necessary.

( Continual development and updating of departmental inventory

databases, documentation, and stock.

( Refer major problems of equipment to service personnel for

correction.

( Perform backup and e-mail administration duties and refers major

issues on these services to Network

Analyst.

( Document I.T. related processes and procedures for future

reference and knowledge sharing among

team members.

( Telephone and voicemail administration, setup, deployment,

installation, and support.

( Intranet administration, including updating, reviewing,

submissions, and publishing content.

SUPERIOR FEDERAL BANK, FSB

(Orangeburg, NY)

Technical Support Specialist

August 2000-June 2002

( Desktop support functions for 1000+ users (troubleshooting both

hardware and/or software issues).

( Setup, installation, maintenance, and upgrading of computer

hardware and software as required.

( Performed duties as a member of National Disaster Recovery Team.

( Continual development and updating of departmental inventory

databases, documentation, and stock.

( Responsible for National software installation and distribution

using LAN/WAN topologies.

( Repair, re-imaging, and continual deployment of desktop

computers on a Nationwide scale.

DANA CORPORATION- PACER/RAM DIVISION

(Northvale, NJ)

Network Project Engineer

August 1998- October 1999

. Responsible for the research, layout, and installation of LAN

cabling (Category 4, Category 5, RJ11, RJ45, BNC, Coaxial, etc.)

throughout facility, including termination and plug installations.

. Performed diagnostic troubleshooting of network hardware (routers,

switches, hubs, UPS/backup systems) and software issues using cable

testing equipment, and/or software troubleshooting methods as

required.

. Responsible for computer/network setup, repair, maintenance, and

upgrades as needed on IBM personal computers, Network servers, and

Network workstations.

. Installation and configuration of computer peripherals (printers,

scanners, modems, cameras, etc.)

. Held instructional sessions on basic computer and applications

usage for new users.

. Researched, evaluated, procured, and maintained computer hardware

and software.

. Setup and maintained network security for all users through Windows

platforms (3.1, '95, NT3.51, NT4.0).

. Connected new users to network using Ethernet and Token Ring

topologies and related hardware.

. Created workgroups and assigned members as needed for file sharing

through Windows platforms.

STANDARD MOTOR PRODUCTS, INC.

(Long Island City, NY)

Information Support Analyst

September 1993- August 1998

. Responsible for evaluation, procurement, and setup of third party

computer software used in electronic catalog production.

. Companywide end user support/training.

. Setup and configuration of desktop/notebook computers for 150+

users.

. Performed daily backup procedure of sensitive data.

. Installation of computers, printers, microfiche readers, fax

machines, and other electronic equipment.

Marketing Research Analyst

April 1992 to September 1993

Engineering Lab Technician

October 1988 to April 1992

EDUCATION / CERTIFICATIONS

SOLARTECH COMPUTER TRAINING CENTER

(SOUTH HACKENSACK, NJ)

A+ Certification

May 1999

QUEENSBOROUGH COMMUNITY COLLEGE

(BAYSIDE, NY)

A.A.S. Mechanical Technology / Design Drafting

June 1988

SYSTEMS / APPLICATIONS

Microsoft Office 4.3, 95, 97, 2000, XP (Word, Excel, Access, Powerpoint),

Quattro Pro, Lotus, Dbase, MS-DOS, Wordperfect, Microsoft Windows 3.1, '95,

'98, 2000, NT 3.51, 4.0 (Workstation & Server), XP Professional, Netscape

Navigator, Internet Explorer, Novell Groupwise, Lotus Notes 4.6, R5, AS400,

5250 Emulation Software, Norton Ghost.

References available upon request

Contact this candidate