Summary

Versatile technical support specialist with over 13 years experience overseeing

both hardware and software customer support. Highly motivated and skilled team

member with a proven record of accuracy, effectiveness, and adaptability.

Experience with educating both new and existing clients, implementing and

configuring software systems, and customization of programs to meet client needs.

Experience

Fleetcor (Mannatec division) Norcross, GA October 2008-December 2009

Software application technician- supported client migration from .Net accounting

software platform to Oracle based platform.

Analyzed financial statements, invoices, and reports for accuracy and provide

customer support

Educated new and existing clients on updates to web-based applications

Configured pricing schemes, tax exemptions, and discounts for fuel sale sites

Created new client accounts, driver profiles, and supported fleet fuel card

accounts

Configured reports for export to third party software

Restaurant Technology, Inc. Marietta, GA May 1996- February 2008

Software Application Support/POS hardware support- Implemented and configured

restaurant management software within various operating systems including Aloha,

Micros, Panasonic, Par, Radiant, SICOM, WAND, and Xpient

Instructed new clients on navigation and function of custom software platforms

Customized configurations to meet new client needs

Educated administrators how to manage their own customized database and provide

first-level support to their stores

Provided feedback to development staff for software revisions and product

enhancements

Documented resolutions and fixed procedures in central knowledge database

Hardware Support/Information Specialist- provided Level-3 support for various POS

platforms in McDonald's franchises. Single point of contact between McDonald's

Corporate and R.T.I.

Verified data integrity and maintained daily data flow to McDonald's Corporate

and numerous distribution centers

Achieved 98% accuracy rating in high-volume data retrieval and processing test.

Resulted in award of exclusive contract by McDonald's Corporate to R.T.I.,

quadrupling client base.

Coordinated repairs and maintained communication between clients, central

offices, and McDonald's corporate

Served as Team Leader for Level-1 and Level-2 technicians. Duties included

training new employees, creating training guides, evaluating employee progress,

and providing feedback to supervisors

Researched and established guidelines for development of new tools to increase

efficiency

O

Education and Professional Development

University of Georgia, Bachelor of Arts, Psychology June 1995

Corporate Training November 2002-January 2003

STI Knowledge, Inc., Certified Call Center Professional

STI Knowledge Inc., Certified Help Desk Professional

Skills

Operating Systems: Windows 9X, NT, 2K, XP, Vista, 7

NNetwork: TCP/IP protocols, LAN, WAN, VPN, Remote desktop packages

Software: MS Office 2007 Suite, PC Anywhere, Netmeeting, Linktivity, LogMeIn,

VNC, VM Ware, MS Virtual Server

Database: SQL Server 2005, SQL

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