Customer Service Technical Support

JACKY TSANG

**** * ********** **., *** A, Bloomington, IN 47408

Tel: 217-***-****

Email: *****.****@*****.*** Citizenship: United States

Innovative and motivate IT professional with a solid understanding of best practices in application design

and database development. Bring a strong blend of application development and troubleshooting skills to

add value at every stage of the software technical support. Excel in challenges that call for innovation,

initiative, excellent time management and organizational skills.

TECHNICAL SKILLS

Languages Java Java Script C# .Net C/C++ CSS XML HTML AJAX Scheme

Concepts Object Oriented Programming Java Collection APIs Swing Software Development

Life Cycle JDBC Relational Database Socket Programming Peer-to-Peer Multi-

Threading Winform WPF SOA Web Application Optimization DOM

TCP/IP/UDP LAN/WAN Network Security Automation Script Testing

Source Control UML Agile SCRUM Servlets Hibernate

Tools Microsoft Visual Studio 2005/2008 Eclipse Emacs Junit Selenium RC

Selenium IDE Cubic Test Secure Shell (SSH) Adobe Dreamweaver Fireworks

Photoshop CS3 Element 7.0

SQL MySQL MS Excel MS Access

Databases

Platforms MS Windows 95/98/ME/NT/2000/XP/Vista Mac OS X Dos Linux Unix

EDUCATION

BACHELOR OF SCIENCE IN COMPUTER SCIENCE

Indiana University, Bloomington, Indiana

PROFESSIONAL EXPERIENCE

• SOFTWARE DEVELOPER 2008-current

Prepress Training Solution, Bloomington, Indiana

Develop IT solutions that meets business requirement in a multi-million

dollar consulting company; Serve as a team player in collaborative team

environment, from functional design, application development, to QA testing.

Participate front end, middle tier and back end development

Gather project requirement, create/maintain project documentation

Create and expand new functionality on existing framework

Integrate/update current framework APIs to meet business needs.

Lead migration of automate script testing methods; reduce testing

script generating time up to 50%.

• TECHNOLOGY CONSULTANT 2006-2008

Indiana University Student Technology Center, Bloomington, Indiana

No.1 most wired public university in US 2004-2009

Provided technology support to 43,000+ students, faculty, and staff by

assisting them in the use of applications, network setup, and equipment

trouble shooting

Average customer service time reduced by 35%(Mentor review)

Provided support to an extensive list of applications

(Included Microsoft Office Suite, Adobe product line)

Provided live chat/phone technical support to clients

Consultant of the Month Award, 2008

• WEB CONSULTANT 2004-2005

Indiana University Student TV, Bloomington, Indiana

Maintained and updated the internal web service and database

Supported staff internal web inquiries using Dreamweaver, SQL and XML

User login administration

Database/Printer & Email server administration

Followed up issue tickets

• COMPUTER LAB CONSULTANT 2002-2003

Harmony School, Bloomington, Indiana

Provided technical support to teaching staff and students

Rebuilt and updated machines, install patches, performed updates and

resolved issued ticket.

User/Network configuration, LAN, WAN, VPN setup

Printer server administration

PROJECTS

• Lead programmer for Bit Torrent P2P Project

A peer to peer project that support multiple users to download files

from torrent files

Designed and implemented bencoding metadata parsing framework.

Multi-Thread management

Designed and developed user/application interface

Socket programming

• Designed Java server-side Maze Transversal multiplayer application

Concurrent program that handle online chatting and gaming

Implemented interactive user interface APIs

Cryptographic encryption parsing, hash table implementation

Real-time message handling

• Lead developer of mobile applications for PDAs

Similar to Facebook with GPS tracking on mobile device, provide

business services to mobile individuals, connect users with contacts

User metadata encapsulation

Web service implementation on mobile framework

Designed and constructed meta-info database

• Leaded Server/Router implementation

A user utility which capture and reroute different types of

packets, display packet information

Ethernet/ARP/TCP/IP/UDP packet routing

Constructed hash routing table, implemented shortest path algorithm

Data packet subnet/domain forwarding

LANGUAGE

English Mandarin Cantonese

Contact this candidate