Software Technical Support

Mike Treffner

Email: *********@********.***

Address: ***** ****** **** *****

City: Parker

State: CO

Zip: 80134

Country: USA

Phone: 570-***-****

Skill Level: Experienced

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Michael A. Treffner

16007 Quarry Hill Dr

Parker

CO 80134

Cell:570-***-****

Email: *********@********.***

SUMMARY

Software installation and technical support

Customer Business Evaluation, Operations Evaluation, Software Analysis, Software Design

Software Programming, Software Testing,,Hardware/ Software Evaluation

Soft Skills / Personal Skills

Have often been ' First Choice ' team member to go on site, interface with high level customer contact, and propose resolution to technical issues and then interact with in-house core developers

Located within a 3 hour drive of Boston, Philadelphia and New York cityto visit customers

Citizen of United States, Britain and Ireland with right to work in all European / EEC countries

EDUCATION

B.S. Computer Science, Education International, 1983

Business Administration,University of Ulster, N. Ireland, 1978-1980

Production Management Diploma, United Kingdom, 1978

Civil Engineering, Queens University, Belfast N. Ireland, 1975-1977

PROFESSIONAL STRENGTHS

Strong customer support, soft skills and problem escalation resolution

On-site customer problem resolution and negotiations

On-site Beta testing of new software and patches

Lab based Hardware and Software testing and benchmarking

PROFESSIONAL ACCOMPLISMENTS

Nominated to Achiever's Club within Lucent/ Avaya 3 years out of 4

(Achiever's Club is an award given annually to top 8% of all Avaya employees)

Gave technical presentations and training classes to audiencesof up to 50 people

ContinuousTraining in AT & T /Lucent/ Avaya Unix and System Administration, AT&T /Lucent/ Avaya proprietary tools,Informix,SUN diagnostic and hardware training,Windows NT Systems Administration and Security,Continued self-directed education and technical advancement

PROFESSIONAL EXPERIENCE

2010 - Current

Karu Corp US / MACS UK

Promote franchise startup situation of UK based Logistics/Warehousing software

Work with Philadelphia Chamber of Commerce and USA/UK trade commission

Presentations to potential clients, trade commission and financial institutions

2007 - 2010

ADIC/Quantum Corp Denver Colorado

Supported Linux/EMC Disk Based Data Storage Software at tier 3 level

Configure and reproduce software issues in Lab and advised developers as to potential software fixes, intensive knowledge on networking, Linux and company products required

On-going training, Working remotely with customer issues real time to resolution

2003 -2007

Nice Systems Denver, Colorado

Digital Voice recording, tier 3 Technical Support Engineer

2003

Symon Communications Houston, Texas

Manage transition of Avaya Call Centre Wallboard software product customers to Symon Communications

1987- January 2003

AT&T BELL Labs NJ/Lucent Technologies/ Avaya Denver, Colorado

Team Lead in support of new "CTI" (Computer Telephony Integration) project in conjunction

with FP & L (Florida Power and Light) in Miami, Florida

Team Leader Technical Support and Development on Call Centre Wallboard Software

Working knowledge of Unix and C programming

AT & T Bell Labs (120th Street Office) Denver, Colorado

System test in development of 'BRI' telephoney technology

Required learning of AT & T proprietary PBX Switch tools

Team Lead in support of Trouble Tracker Product

Provide technical support and development lead

AT & T Bell Labs Middletown/ Lincroft, New Jersey

Member of Technical Support Team supporting all US based customer support centers

Products supported: Manager IV (System 85 switch administration tool) and

Trouble Tracker, a PBX switch alarm tracking and resolution package.

Multiple on-site visits to resolve customer escalated problems and install and system test new

releases of software and record customer feedback

Products were Unix based and required working knowledge of proprietary AT & T database tools

andPBX switch administration utilities.

1984

TELOS Corporation Santa Monica/ Pasadena, California

Programmed in 6502 Assembler on Hewlett Packard for the Voyager Space Craft Mission

based out of RCA, Princeton, New Jersey

Team member on Apple Computer 'EdNet' (Educational Networking System) project

EdNet was to network 32 Apple 2e computers in a classroom environment

Pre 1984

Ireland Guinness Brewery Dublin

Member of development and support team on physical distribution software.

Was the lead customer support engineer to install and support this package at customers

such as Guinness Ireland, Guinness UK, Hotpoint and Cadburys Chocolate

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