Technical Support

PROFESSIONAL SUMMARY

Customer Service focused Technical Support Specialist with 16+ years of career experience in a technical environment.

Adept at systems analysis, troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving

skills. Works well in team environment and displays strong work ethic. Adaptable in a fast-paced working environment.

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HARDWARE/SOFTWARE

VAX Mainframe, Nortel Telephone System (PBX), Call Pilot Voice Mail System, OTM, Cincinnati Bell Evolve

Telephone/Voice Mail Systems

Active Directory, Microsoft Office 365, Microsoft Office, Windows (2000, XP, 7, Server 2003 & 2008)

COBOL, Symposium Call Center, Cisco Systems VPN Client,

ELAN, FABSOFT, FileMaker Pro, Adobe Creative Cloud, LogMeIn Rescue, Symantec Backup Exec, Track-it

WORK EXPERIENCE

CFM Religion Publishing Group, LLC/ Standard Publishing, Cincinnati, Ohio

Applications Administrator (January 2009 – August 2016)

Administrated telephone/voicemail systems (Cincinnati Bell Evolve System).

Configured remote laptops and desktop PC’s to access in-house network resources (VPN, e-mail, and ELAN).

Troubleshooted, Patch and Update network, PC and Laptop hardware and software related issues.

Troubleshooted FileMaker Pro and Adobe Creative Cloud software issues.

Ensured SQL Server is working and receiving information from ELAN.

Created FABSOFT Forms (Statements, Invoices, Renewals, Credit Memos, Pick tickets, etc).

Trained Users on various function of ELAN.

Backup for Day End processing (Order Confirmations, Invoicing and Account Posting).

Created and updated documentation for various ELAN processes.

Provided liaison support between in-house users of ELAN computer system and software vendor.

Setup and Managed Elan (ERP system) user security and EDI Process.

Configured Front end and backend group security access to Elan (ERP System).

Created Test Accounts for Elan (ERP System).

Created backups for ELAN Databases (ERP System).

Worked with software vendor on all system upgrades (Elan).

Managed and assigned IT assets (Laptops, Desktops, Cellphones, and Tablets).

Upgraded the credit card processor from Skip Jack to Authorize.net within Elan and the Websites.

Printed Statements and Circulation Invoices.

Troubleshooted and resolves all cellphone and hotspot issues.

Supervised contractor employees in the IT Department.

Systems Administrator (June 1998 – December 2008)

Implemented and maintaining Sarbanes Oxley compliance.

Administrated current telephone/voicemail systems including most moves, adds and changes (Nortel).

Configured remote laptops to access in-house network (firewall, e-mail, Internet and VAX).

Trained new employees on the use of Telephone and Voice Mail Systems.

Troubleshooted, Patch and Update network, PC and Laptop hardware and software related issues.

Installed Telephone and Network cabling throughout the building.

Analyzed, designed, test and implemented COBOL programs (new and existing) on the VAX system.

Ensured all critical functions in Computer Operations are maintained.

Junior Programmer (February 1997 – June 1998)

Performed maintenance on, tested and implemented existing COBOL programs on the VAX system.

Analyzed, designed, tested and implemented new COBOL programs on the VAX system.

Created command streams in DCL language to run on the VAX system.

Updated program documentation as needed.

Interacted with users to identify and meet the user’s data processing needs.

Assisted Computer Operator with daily functions to ensure timely processing of all applications.

EDUCATION

University of Cincinnati, Cincinnati, Ohio

Bachelor of Science, Computer Science

Business Management Technology Professional Certificate

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