Customer Service Software
Resume:
TEVEN T OMLINSON
S
**** **** **** ****** • Erie, Pennsylvania
************@*****.***
SUMMARY OF QUALIFICATIONS
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.
CERTIFICATIONS
• Microsoft Certified Professional (MCP) for Windows XP Pro, October 2008
• EMC SE Accreditation, Proven Professional
EXPERIENCE
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
feedback.
• 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
Jersey.
• 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. www.cbs nj.com
•
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
companies.
• 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.
SOFTWARE SKILLS
• •
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
Products
• 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
DATABASES
•
• •
Microsoft Access Oracle 9i
• Microsoft SQL Server
2000/2005
OPERATING SYSTEMS
• Microsoft Windows Desktop (DOS, 9x, 2000, XP, Vista, 7)
• Microsoft Windows Server (2000, 2003)
EDUCATION
Pennsylvania State University, The Behrend College, 2010
Management Information Systems, B.S.
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