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Customer Service Software

Erie, Pennsylvania, 16508, United States
May 24, 2010

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**** **** **** ****** • Erie, Pennsylvania

(814) *** ****


With 6 years job experience in the IT field and over 10 years of Customer Service and Support, I

am a self motivated Microsoft Certified Professional skilled in multiple Windows platforms looking

to secure a position as a Systems Analyst in a growing, technologically driven company that will

challenge my skills and utilize my strong leadership, analytical, and problem solving abilities.


• Microsoft Certified Professional (MCP) for Windows XP Pro, October 2008

• EMC SE Accreditation, Proven Professional


LORD Corporation (Via Adecco Engineering and Technical): Erie, PA 2009 Present

IS Help Desk Technician: Tier 1 support and Help Desk.

• Provides support to clients via the help desk regarding hardware, accessories,

and software packages.

• Software support focuses on SAP, Microsoft Office suite (Word, Excel, and

PowerPoint), database software (MS Access, SQL), e mail (Outlook) and other packages.

• Provides hardware support for related systems (IBM compatible personal

computers) monitors, keyboards, CD ROM’s, printers, add on cards (i.e. graphics, serial,

network, etc.), modems, etc.

County Business Systems: Pennington, NJ 2004 2009

Software Support Analyst: Designed and implemented software to improve productivity; installed

and trained users on software created, sold and supported by County Business Systems;

• Served as a technical training resource for a team of 50 people.

• Solved customer issues in Windows 9x/NT, 2000, XP, and Vista environments

including networking and application support. Received a 100% rating from customer


• Provided on site and remote support to end users of EMC software and hardware.

Opened and managed support cases as needed.

• Individually responsible for supporting 12 customers accounts throughout New


• Planned, installed, trained, and supported customers on enterprise wide document

management solutions. Software includes EMC packages and software developed by

County Business Systems.

• Installed and trained users and customers on E automate software, which is an end

to end business management system for small and medium sized enterprises that

handles financial, sales, and inventory management as well as reporting tools, task

automation and customer internet access.

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Steven Tomlinson

• Using VB.NET, created a program that manipulates an image database, automatically

sorting images and grouping them to create storage CD’s, thereby improving overall

productivity of the scanning department.

• Hardware experience included server set up, workstation set up, and network and

workgroup installations.

• Assisted co workers with technical questions and often was asked to take the

initiative to satisfy customer concerns and complaints.

• Worked closely with management providing feedback and suggestions regarding

training processes and call handling. The suggestions implemented dropped the average

call length and increased the front line solution rate.

Co designed and administered the company website.

Bush Industries: Erie, PA 1998 2004

Shift Supervisor: Shipping and Receiving Department. Managed third shift workload, supervised

25 employees, handled disciplinary issues and evaluations, and helped the shift as needed.

• Responsible for handling all incoming and outgoing shipments.

• Coordinated warehouse employees including order processors, order fillers, truck

loaders, goods receivers, shipping clerks and company CDL drivers.

• Resolved issues with Sales, Billing, and Logistics Departments

• Scheduled pick ups, deliveries, and equipment transfers with LTL and OTR trucking


• Experienced in inventory and billing in an AS 400 system.

• Operator of the ASRS (Automated Storage and Retrieval System).

Traffic Coordinator, prior to Shift Supervisor. Worked with Logistics to organize the

shipping schedule.

Assistant Shift Supervisor: Assisted in the supervision of the shift, assumed the responsibilities of

the Superintendent of Distribution, aided in billing using the AS 400 system, and controlled the

Automated Storage and Retrieval System.


• •

SAP R/3 Process Analyst

• •

Microsoft Exchange Microsoft Visual Studio .NET

• •

Crystal Reports 8.0+ C++

• •

Microsoft Terminal Services Cognos Powerplay

• •

Microsoft Office ’03 and ‘07 Symantec/McAfee Security


• EMC products including Application

Extender and related content E Automate

management software • Cognos Impromptu

• G. P. Dynamics Accounting • Power Designer

software • Data Architect

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Steven Tomlinson


• •

Microsoft Access Oracle 9i

• Microsoft SQL Server



• Microsoft Windows Desktop (DOS, 9x, 2000, XP, Vista, 7)

• Microsoft Windows Server (2000, 2003)


Pennsylvania State University, The Behrend College, 2010

Management Information Systems, B.S.

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