Customer Service Technical Support
Resume:
Daniel J. Broz, MBA
Phoenix, AZ 85021
*******@*****.***
Summary
. Excellent oral and written communication
. Experience with XML, SQL, Oracle, and Peoplesoft
. Solid analytical skills - takes and receives direction
cooperatively
. Strong organizational and time management skills
. Experience in a fast pace environment with minimal supervision
. Excelled in higher education settings
. Self-Starter and highly self motivated
. Fast learner
Education
Master of Business Administration, 2010, Wayne State College
Bachelor of Science Degree, 2005, Major of Computer Science, Wayne
State College
Technical
Hardware: Troubleshooting, project management, configuring routers
Setup, maintenance and troubleshooting of workstations, & printer
connectivity
Software: Object-Oriented programming with Ruby on Rails and Java,
Oracle Database, MS SQL Database, Linux, Microsoft Active Directory,
Windows Vista Enterprise, XP Professional, 2000 Professional, Windows
7, Server 2003, Server 2000, Exchange, Microsoft Office 2007 and 2003,
(Outlook, Excel, Word, Power Point, Access), Internet Explorer
6.0/7.0, Firefox, & Heat Ticketing
Professional Experience
IT Contractor, Phoenix AZ: 2008- Present
Robert Half Technology
Blue Cross/Blue Shield: May 2009 - January 2010
. Supported Oracle databases and Peoplesoft
. Used Windows Remote Desktop to support users
. Worked on an internal help desk to support BC/BS employees:
o Provided excellent customer service and technical support for
multiple hardware and software issues including backup and
recovery
o Maintained cooperative relationship with upper level support
teams for proper issue resolution and escalation
o Performed quality monitoring on tickets for proper follow-up
& served as a resource
. Solved an average of 40 technical problems per day.
. Visualized, articulated, and solved complex problems and concepts
. Supported Windows XP Pro/2000 issues.
. Responsible for supporting Active Directory:
o Password resets, adding/deleting users
o Provision accounts
. Troubleshoot and support Internet Explorer 6.0/7.0, and Firefox.
Wells Fargo Bank: December 2008 - February 2009
. Provided excellent customer service and technical support for
hardware and software issues
Gateway Housing: September 2008 - October 2008
. Created computer network for administration building and provided
support for the transition
. Engineered, designed, implemented, and supported network
infrastructure
o Ran cable and Setup LAN/WAN for administrative office
o Setup LAN/WAN with WEP keys
o Configured Linksys routers
DVauction, Lincoln, NE: 2006 - 2008
Computer Programmer, Help Desk
. Used VNC Remote Desktop to support users
. Built web-based applications using object-oriented Ruby on Rails
. Built user interfaces with AJAX (Javascript, XML) and with CSS
. Worked with MS SQL backend with ASP.NET and Java
. Hands-on system development and integration
. Acquisition and management of technology including Linux servers
. Worked on an internal help desk
. Used time management skills between support and programming
. Supported live streaming auctions and seminars:
o Adobe Flash product support
o Internet Explorer 6.0 and Firefox troubleshooting/support
Wayne State College ACM Club, Wayne, NE: 2003-2005
Technical Support
. Fixed students computer problems though email and direct support.
. Conducted face to face interaction with student body.
. Responsible for both Hardware and Software Support:
Bard College at Simon's Rock, Great Barrington, MA: 1999-2001
Technical Support and Lab Manager
. Supported students' critical computer issues.
. Administered three computer labs.
. Conducted face to face interaction with student body.
. Responsible for both Hardware and Software Support:
Norfolk Senior High, Norfolk, NE: 1995-1999
Internship as Network Administrator Assistant
. Helped support LAN/WAN
. Solved teachers' computer issues
. Installed mass deployment of software in computer labs and
classrooms
. Installed and repaired PC hardware
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