Technical Support Customer Service
Resume:
Arturo Holloway
San Francisco, CA
**********@*****.***
Skills
16+ years experience with 11 years in technical support providing excellent timely customer service
* ** * ***** ******ence in a managerial role providing network administration, budgeting, requisitioning and supervising all IT related issues and resources (software, hardware, personnel)
Complex problem resolution and project multi-tasking for large revenue clients
Background as a Software Engineer designing scientific and business applications and in- house database applications
Programming
Languages
Database Packages
Operating/ Network Systems
Scripting Languages
Miscellaneous
Utilities & Applications
Develop & Support
Java (Beginner)
SQL
IBM 360/370 - Assembler
Forte TOOL
Support
C, C++, VB, Java
Supported
Oracle
Sybase
SQL Server
DB2
MySQL
MS Access
Win 95/98
Win NT/2K/XP
Vista, Win 7
Win 2003-2008,
Unix, Solaris,
Novell, HP 3K - Cray, Cyber, VMS
Mac OSX
Supported
JavaScript
Perl (light)
HTML
XML (light)
MS Office Suite
Excel, Word PowerPoint,
CRMs
Remedy, Vantive, Onyx, Service Desk Plus, Zendesk, SalesForce, Zoho
Others
Eudora, Ccmail, ExchangeMail, Openmail, Exchange, Visio, FilemakerPro, Good Data, IIS
Technical Support Experience
Customer Support/Customer Service
Provide hardware, software and 24/7 phone/email support for internal and external users in addition to serving as liaison between multiple customers and departments
Evaluate, procure and deploy support systems (CRMs), tools and processes
Training and Education via Presentations and Publications
Analyze call trend data and call handling metrics for weekly report to upper-management and fine tuning call handling procedures.
Provide online training (internal / external) and develop technical notes, canned responses, White Papers and articles for internal / external publications
Relational Databases
Develop SQL queries, reports and in-house office automation procedures
Related Work Experience
Director of Technical Services and Operations PacerConcierge San Francisco CA 06/14 to Present
Duties include but are not limited to establishing the infrastructure of the technical support group and working with vendors to evaluate, procure and implement CRMs for support and sales teams. Liaise with Engineering and IT to test and secure requirements for application implementation and deployment. Manage contract developers to schedule, verify and vet their work on the front end UI and provide detailed consultation for SQL queries and database maintenance. Work with the CEO to troubleshoot/resolve emergencies and technical operation issues and secure leads and business partners for Federal sales and VARs. Create product documentation and training videos. Application runs on Windows server with MySQL.
Technical Support Analyst RainStor San Francisco CA 04/13 to 06/14
Provide 1st and 2nd line email and phone support for high profile multinational organizations using RainStor's data retention product. Configure Operating systems and environments using Windows and Linux. Troubleshoot SQL query translation and performance (Sybase ASE/IQ, SQL server, Oracle, DB2) and data analysis systems (Business Objects, Cognos, and Microstrategy). Install and maintain virtual machines on local and remote Linux systems. Create and publish white papers and knowledgebase articles. Liaise with engineering and query teams as needed. Create Linux and SQL scripts for testing and support.
* Reason for leaving: Rainstor was in the process of being acquired by Teradata
Lead Support Specialist/IT Consultant The Agency San Francisco CA 09/12 to 04/13
Trouble-shoot hardware/software issues and work with 3rd party vendors to assist with ticketing services for travel. Short term contract.
* Reason for leaving: to pursue a full-time position with Rainstor
Technical Support Engineer Change.Org & Lucid Design Bay Area CA 08/10 to 08/12
Establish and create a support group service along with policies, procedures, canned responses and SLAs. Create ad hoc SQL queries/reports for internal department directors. Create graphic GoodData helpdesk metrics reports for automated weekly delivery. Established rapid response time (5-15 minutes) for internal requests. Create internal and end-user training documents and videos. Reduced incoming ticket response/resolution times from 93.8 hours for 424 tickets (12/2010) to 2.1 hours for 1429 tickets (08/2011). Change.org website application developed with Ruby on Rails using MySQL & Mongodb deployed on Mac OSX, Windows and Ubuntu.
Technical Support/IT Consultant The Agency OF San Francisco CA 12/09 to 07/10
Short Term Contract - Troubleshoot application support and PC and internet connectivity issues as well as order, configure and install new routers, desktops & monitors. Solicit and secure 3rd party vendors and orchestrate relocation of business LAN with ticket printer and desktops from Marina district office to home office. Reconfigured router and setup static IP addresses for PCs to accommodate internet access. Work with vendors to troubleshoot implementation of proprietary business software. Provide Training for end users.
* Reason for leaving: to pursue full-time opportunities.
Senior Project Lead Embarcadero Technologies San Francisco CA 02/06 to 12/09
Senior Project Lead - Provide phone and email support for Embarcadero application suite (including but not limited to DBArtisan, Rapid SQL, Change Manager, License Server and DSAuditor). Provide expert level consultation and troubleshooting for Product Leads, DBAs, Developers, System Administrators and Data Modelers using scripting, SQL and stored procedures for all native DB vendors. Develop tools and processes to improve defect tracking and pending fix notifications to customer base. Employ trend analysis to document priority issues and implement improvements in the support process. Serve as point for all DBArtisan/Rapid SQL escalations. Provide assistance to other engineers by providing detailed step-by-step written instructions and training materials for emerging products. Work with QA & Engineering to identify software defects, develop proof of concept demos and perform call trend analysis to develop White Papers, Online Documentation, Technical Notes and FAQs where needed. Systems run on Oracle, DB2, Sybase, Mysql, SQL Server Windows 2K/XP Pro, UNIX and Linux
* Reason for leaving: the company showed strong signs of going out of business.
Product Support CT- Summation Legal Technologies San Francisco CA 02/04 to 02/06
Certified Summation Trainer - Provide phone and email support as well as installation (client and server), maintenance, application, training and desktop support for Attorney’s, Summation Certified Trainers and IT Administrators using Summation’s Litigation Support Software. Work with QA & Engineering to identify software defects, develop proof of concept demos and configure 3rd party vendor software to derive workarounds using MS Office Suites (Access, Excel, some JavaScript). Perform call trend analysis to develop White Papers, Online Documentation, Technical Notes and FAQs where needed. Systems run on SQL Server, Windows 98/NT/2K/XP, Novell and Citrix
* Reason for leaving: the company showed strong signs of going out of business.
IT Support {Private Contracts} San Francisco/Las Vegas/Richmond VA 02/02 to 02/04
Provide front & back-line 1st and 2nd tier application support via phone and email. Serve as point man for all IT related issues for local and remote customers. Review and approve all hardware/software contracts for IT system maintenance and upgrades. Solicit and evaluate vendor bids, and service providers to procure resources (software/hardware/personnel) for upgrade, maintenance and deployment of desktop images, office workstations, printers, laptops and servers (NT and UNIX). Setup and configure all workstations and servers. Schedule and supervise multiple vendor efforts to install a new LAN and DSL routers. Responsibilities include:
●Provide setup, configuration and installation to replace workstations and servers for new LAN
●Rapid assimilation of new technology and procedures,
●Create test environments for reproduction of customer defects,
●Assist engineering in deriving viable workarounds and/or enhancements
●Provide beta testing and support for intelligent adapters and connectors used with XML messaging
●Prioritize multiple tasks to facilitate rapid diagnosis, documentation and resolution of customer problems.
Employers include ALJ Consulting, Bright-Crayon & Shimx International
* Reason for leaving: to pursue full-time opportunities
Technical Support Engineer Sun Microsystems Menlo Park CA 12//98 to 02/01
Provide high level complex frontline and backline technical application support for customers developing applications using C++, Java, VB and COM on Solaris, HP-UX and NT platforms.
●Provide TCP/IP connectivity troubleshooting for distributed applications (intrastate and interstate)
●Provide 1st and 2nd tier support for all 3rd party vendor integration and automation (OLE/Active-X, COM) issues
●Create and review technical notes for internal and external customers
Systems ran on NT and UNIX using Oracle, Sybase, DB2, SQL Server and Informix databases.
* Reason for leaving: to avoid long commute when company began relocating to South Bay
Senior Technical Support Engineer Scopus/ Siebel Emeryville CA 10//97 to 12/98
Provide frontline and backline technical application support for customers using 4GL design environment to develop CRM based applications. Responsibilities include:
●Provide clear concise explanation of problems or scenarios and communicate all relevant information for calls escalated to engineering
●Provide 1st and 2nd tier support for all 3rd party vendor integration and automation (OLE/Active-X, COM) issues
●Create and review technical notes for internal and external customers
Systems ran on NT and Unix using Oracle, Sybase and Informix databases.
* Left to avoid commute to South Bay when company was being purchased by Siebel Systems
IS Manager Bell Microproducts San Jose CA 12/94 to 01/96
Develop infrastructure and manage IS department for value-added provider of high technology products and solutions serving the industrial and commercial markets. Develop and implement infrastructure, strategies and procedures to procure and provide all necessary IS resources (hardware, software and personnel). Responsibilities included:
●24/7 onsite and offsite support for all IS related issues
●System Administration for NT, Novell and HP-3000, networks and email
●Facilitate 72 hour month end close process
●Provide setup, installation and training for hardware, software and LAN
●Solicit bids and sign off on vendor services
Education
North Texas State University Denton TX
BS Computer Science Music & English minors with a concentration in technical writing
Scopus/Seibel San Francisco CA
Oracle SQL/DBA, OLE Active-X, MS Office Integration
Sun Microsystems Oakland CA
Java, Forte TOOL, and Forte System Administration
CT-Summation Legal Technologies San Francisco CA
LG Series Training Certification
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