Customer Service Technical Support
Resume:
 
Samuel G. Lesher
Dover, PA 17315
***@*********.***
Reliable, self-motivated, customer-focused, creative team player
Ten years of full-time IT experience
Experienced in networking, hardware, software troubleshooting and implementation
Development experience with HTML, PHP, XML, Javascript, UNIX Shell Scripts, Oracle, MySQL
Proficient in UNIX/Linux, Microsoft Windows
Proven customer service and management skillsExperienceMzinga Inc, Mechanicsburg, PA
Systems Administrator – September 2008 – Present
Responsible for a production server environment including Linux and Windows servers, disk arrays, and tape libraries
Analyze, log, and track complex software and hardware issues
Deployment and hosting of our Java and Oracle based application
Perform OS upgrades and patching, data backup and recovery, hardware and software installation and configuration
Coordinate with customers and other departments to ensure work is performed in accordance with company policy and customer expectations.
24/7 monitoring and on-call support
Mzinga Inc, Mechanicsburg, PA
Content Services Manager – April 2004 – January 2008
Implemented and provided technical support for high visibility training initiatives for clients such as Goldman Sachs, Nike, the United Nations, Chevron Texaco, BMW, and Capital One.
Oversaw all training software implementation in a supervisory role, leading a team of up to five people.
Wrote technical documentation and training material for customers.
Developed utilities using PHP to supplement our product offering
Technical consultation with clients and third party vendors for planning, determining compatability, and implementation of their products with ours
24/7 mintoring and support Windows and Linux web servers
Planned and tested new features for our product
Mzinga Inc, Mechanicsburg, PA
Technical Analyst – September 2002 – April 2004
Development, designed, tested, and delivered automated and ad-hoc SQL reports.
Used reporting tools including Cognos Impromptu, Cognos Report.Net, and Actuate.
Developed and provided technical support for Oracle PL/SQL programs and Unix shell scripts for automated data feeds
Maintained reporting servers, including reports administration and access control
Provided phone and email support to customers. Assisted with general instruction, as well as with bug reports and product enhancement requests
Beta-tested new product releases, documented bugs and tested bug-fixes
Facilitated interdepartmental communication for customer affecting issues
Created and maintained customer facing PHP web forms for support requests
Assisted marketing department with development of our corporate website and monthly email newsletters
Earthlink, Inc, Harrisburg, PA
Technical Support Supervisor - July 2000 – September 2002
Led a team of 15 to 20 technical support representatives
Monitored technicians phone calls, identified any training deficiencies and arranged for training to correct those issues
Provided technical assistance to technicians with unusual or technically intensive customer calls
Handled high pressure escalated customer issues with irate customers or customers with unusual or urgent problems
Addressed disciplinary issues, issued corrective actions up to and including terminations
Participated in the interview process for potential employees
Earthlink, Inc, Harrisburg, PA
Technical Support Representative – April 1999 – July 2000
Responded to customer phone calls and emails, employing online tools to diagnose and correct connectivity and application functionality issues
Resolved analog modem, cable modem, ISDN, DSL, and home/business network issues
Fielded customer questions and concerns via email queues and IRC chat sessions
Maintained a consistent record of resolving more than 90% of all service requests within the first telephone callEducationHarrisburg Area Community College - September 1995 – June 1996
Earned 30 credits towards a degree in Computer Information Systems
Central Dauphin East High School - September 1991 – June 1995
Earned High School Diploma
Powered by Copyright 2012 Sam Lesher, All rights reserved
Copyright 2012 Sam Lesher, All rights reserved
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