Technical Support
Resume:
John (Mark) Stripling
Email: ********@*************.***
Address:
City: Indian Harbour Beach
State: FL
Zip: 32937
Country: USA
Phone: 321-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Professional, detail-oriented Technical Support Engineer with 20 years experience. Motivated to solve customer issues from start to finish, independently and with a team. Willing and able to learn new systems and adapt with changing corporate environments.
Educational Background:
High School Dipolma from Brevard Community College, Melbourne FL 1/2001 to 5/2002 (Computer Information Systems)
High School Dipolma from Brevard Community College, Melbourne FL 1/2001 to 9/2012
High School Dipolma from Tampa Technical Institute, Melbourne FL 1/2001 to 9/2012
Job History / Details:
Career Overview
Professional, detail-oriented Technical Support Engineer with 20 years experience. Motivated to solve customer issues from start to finish, independently and with a team. Willing and able to learn new systems and adapt with changing corporate environments.
Qualifications
Microsoft MCSE Certified
Customer needs assessment
Excellent problem-solving abilities
Strong analytical skills
Hands-on and proactive
Excel in problem solving
Strong project management skills
Remote access technology
On-call experience
Quality communication
Fostering teamwork
Network/server maintenance
Vendor/Client relations
Structured query language (SQL) installation issues
Technical help desk experience
Strong problem solving/troubleshooting skills
Customer needs assessment
Technical Skills
Skills Experience Total Years Last Used
Cellular Network Optimization Frequency Planning Software 10 09/2012
Technical Support Leader Reproduce, document,track and follow through on customer support isssue, bugs, feature request 10 09/2012
Drive Test Post-Processing Software Analyze/troubleshoot support cases from Actix Analyzer users - reproduce/document, bugs, enhancements for the development team 10 09/2012
Trouble Software Installation Issues on Windows OS Windows 10 years 09/2012
Office equipment installation and repair Repair network printers, digital copiers, fax machines, computers 10 years 2002
Accomplishments
Multiple Actix Excellence Award Winner
Microsoft Certified Systems Engineer MCSE
Successfully trained many customers to use Actix cellular network planning and optimization software.
Identified, recommended and prioritized new RF planing tool features and applications in conjunction with product management and customers.
Work Experience
January 2002 to Current
Actix, Inc Reston, VA
Technical Software Support Engineer
To provide technical support to customers across the Region through the web portal, phone and/or email.
Log, update and track cases (support tickets) in the system.
Ensure the resolution process is followed so the solutions are delivered in timely manner.
Keeps the superiors informed on the progress and resolution.
Actively participate in creating the solution database.
Provide workarounds, answers to technical queries and advice on software use.
Communicates changes or new developments related to the support process and supported products.
April 1992 to January 2002
Xerox Corp Melbourne, FL
Technical Support Engineer
Worked as field engineer to install, repair and maintain printers, digital copiers, fax machines and servers.
Education and Training
2001 Brevard Community College Melbourne, FL
Associate of Science Computer Information Systems
2000 Brevard Community College Melbourne, FL
Certificate Microsoft Certified Professional
Successfully passed the following Microsoft Certification Exams
Networking Essentials
Implementing and Supporting NT Server
Implementing and Supporting NT Workstation
Inter networking with Microsoft Windows
Implementing and Supporting Microsoft Internet Information Server
Implementing and Supporting NT Server in the Enterprise
1982 Tampa Technical Institute Tampa, FL
Associate of Science Computer Engineering Technology
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