Admin/Tech Support/Documentation

Donald K. Abel

669-***-****

*****@********.***

SUMMARY

Seeking opportunity in admin / customer service / technical support (software). Accomplished in providing customer support, training and quality assurance, along with creation of documentation and in-house utilities. Applications used include business, manufacturing and database. Also served non-profits in these positions: president, marketing director and publicity.

SKILLS

Tools, Operating Systems

Applications – Google Suite, Microsoft Office 365, CMS/ecommerce packages, WordPress

Ticketing/CRM – Freshdesk, Salesforce, Zoho, ServiceNow, JIRA, Basecamp, Confluence

Graphics – Adobe Photoshop, GIMP, Lucidchart, Visio

Languages – HTML/CSS, PHP/MySQL, Javascript/Bash

Microsoft Windows 95, XP, 7, 10, 11; Apple MacOS; Unix/Linux

EXPERIENCE

Summary: Provided quality technical support & admin, via phone, email, customer portals, chat, monitoring tools/alerts, etc. Support skills augmented by experience in programming and scripting.

Administrative Assistant – iFi Audio, San Jose (2023-2025)

Create domestic and international shipments

Monitor and reconcile U.S. expenditures

Maintain inventory including software upgrades

Research and recommend business and tax advisors

Helpdesk Administrator – CHRIMS, Inc., Pleasanton (2022-2023)

Set up helpdesk ticketing system

Integrate with Monday.com work management platform

Create user documentation and internal procedures, train ticketing personnel

File Clerk – Comcast, San Jose (2021)

Contracts auditing and conversion, scanning, file uploads

Office Administrative Assistant – Ellis Chi CPA, Saratoga (2020)

Answer/return client phone calls, schedule client appointments

Review, print, sort, scan, assemble, file tax information

Customer Support Representative – Serro LLC, Santa Clara (2013 to 2018)

Tier 1 technical support via phone, email, portal, monitoring tools

Create technical documentation and internal procedures

Train new support representatives; provision machines

Perform weekly system security checks and software upgrades

Prior: Web Developer (2002 to 2013), contracting with IQVIS Technologies Inc. and Hyperlinked Web Services. Also independently created web portals for non-profits.

website design & implementation; mods

technology appraisals, project management

package mods/installs incl. Ecommerce

photography / music performance

EDUCATION

Bachelor of Science, Computer Science, California State University, Sacramento

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