Technical Support, Consulting
Resume:
Michael R. Hanthorn
Brookhaven, GA 30319
720-***-**** (mobile)
*********@*******.***
SUMMARY
Experienced IT professional with over 3 years consulting experience as well as over 8 years’ experience in a call center providing high quality customer service. Experience with both UNIX and Windows platforms. Knowledge includes a basic understanding of networking, primarily in a Windows environment, RDBMS, and programming skills. Call center experience includes resolving non-technical as well as technical issues.
PROFESSIONAL EXPERIENCE
Transcore/Intellitrans Atlanta, GA January 2016 to present
Product Support Specialist
Support web applications via phone and email
Apps related to trucking and rail road cars
Perform admin tasks such as creating or updating users
Train end users on how to use the app
Help customers implement EDI
Troubleshoot EDI issues
SME for CarrierPoint
Translations.com, Boulder, CO November 2011 to January 2016
Technical Services Engineer
Resolve technical issues related to web based products via ticketing system
Platforms supported related to translation and localization production
Helped with configurations, updating configuration, user administration
Also, responsible for upgrades of some production sites
Help train new hires to this position
InterCall, Louisville, CO June 2006 to November 2011
Advanced Support Technician
Answer technical support calls regarding web and phone conferencing
Web conferencing platforms supported are Cisco WebEx, Live Meeting, Lotus Live, Adobe Connect
Handle escalated tickets from Tier II to completion
Manage tickets escalated within InterCall and with vendors
Act as liaison between customer and vendors or other departments within InterCall
Assist Tier II Technicians by assisting on tech support calls and answering questions
Accept escalations calls from Tier I support techs, as well as trouble ticket escalations from Tier I techs
Assist in training of new hire Tier II and Tier III techs
Special projects as assigned
Operations Specialist, Tier II Technical Support
Assist callers having issues joining and or starting conference calls
Assist callers having issues joining or starting web conferences using Raindance Meeting and Seminar editions, Microsoft Live Meeting, and WebEx
Answer technical support emails
Write tickets detailing caller’s contact information, reason for call, troubleshooting steps taken, solution achieved
Escalate tickets to Tier III support as necessary, making sure to detail all steps taken in attempting to resolve the customer issue
Take escalations from Tier I support regarding web conferencing issues
Provide technical support monitoring for specific, high visibility customer conferences
Create CD’s of recorded conferences when requested by customers
Provide functionality training for reservation less conferencing as well as web conferencing offerings
Other projects as assigned
Unitime Systems, Boulder, CO December 2004 to February 2006
Implementation Specialist
Project manager responsible for scheduling and installing time and attendance software, add on modules, and providing training for the customer
Projects were implemented both on site and remotely
Was successful at showing customers the value of adding additional products which resulted in increased sales revenue and billable hours
Worked closely with Sales, Customer Support, and Development teams to resolve issues and achieve high customer satisfaction
Web based product required setting up web sites through Microsoft IIS
Installed and configured SQL Client Tools to allow client connection to database
Set up and configured ODBC connections for import and export modules.
Usually managed 3 or 4 projects at any given time
Qwest Communications, Denver, CO April 2003 to December 2004
Sr. Quality Assurance Analyst
Monitored calls for sales, care, and collections groups for customer delight
Provided six observations per month per representative
Provided timely feedback to team coaches regarding observations
Subject Matter Expert for credit adjustments
Audited credit adjustments for accuracy
Provided guidance on use of legacy systems, Qwest policies and procedures
Worked on special projects and surveys as assigned
Updated best practices manual
Customer Relations Specialist
Took customer calls regarding all Qwest residential products and services
Provided customers with information regarding product and service offerings from Qwest
Met and exceeded daily and monthly sales expectations
Navigated through as many as 5 different systems to gather information and to place orders
Met or exceed customer’s expectations of service
Maintained a call availability rate of at least 85%
IBM Atlanta, Georgia and Milpitas, California September 2000 to December 2001
IT Specialist
Provided user management services on several different Baan systems.
Created documentation for Global Application Maintenance Services group that outlined processes such as user management and the application of software patches to the Baan environment.
Trained second level support personnel in Baan user management and software patch installation
Maintained “Sandbox” environment which allowed end users to “play” with a Baan environment that as closely as possible mirrored the production environment.
Supported IBM Learning Services by refreshing Baan data on training server and setting up training environments at locations where classroom training was to take place.
Kept Baan environment up to date with software patches and defect fixes.
Installed Baan V ERP on a server running UNIX operating system and Oracle 8i database.
kforce.com Bellevue, Washington June 2000 to August 2000
IT Recruiter
Screened candidates both for potential positions as well as for current needs.
Conducted an average of 2 face-to-face interviews a day to screen candidates for technical as well as personality fit.
Rewrote candidate resumes for submission to client companies, averaging 1 interview for every 3 resumes submitted.
Coached candidates prior to client interviews, providing them with information about the company, the position being interviewed for and tips on how to conduct themselves during the interview.
Solutionbank, Inc (now SBI and Company) Los Angles, California and Bellevue, Washington
February 1999 to May 2000
Associate Consultant
Learned Baan Tools development and administration skills, which resulted in becoming billable on client projects and achieved or exceeded proscribed metrics of a billable consultant.
Devised and implemented a data migration strategy using MS Access, which resulted in successful migration of production data to allow smooth transition from legacy system.
Both development and data migration work involved writing SQL statements.
Mentored client system administrator, which resulted in greater autonomy of the administrator and reduced need for SBI resources on project.
General Employment, Bellevue, Washington December 1998 to February 1999
Microsoft Product Support Customer Representative
Took customer calls regarding Microsoft software (e.g. Windows) and hardware (Microsoft Mouse and game controllers) and explained support options.
Activated standard support if that was appropriate and transferred calls to queue for a support engineer.
Arcada Communications (now OneStar Communications)
Customer Service Supervisor /Senior Customer Service Representative
June 1995 to September 1998 Seattle, Washington
Revised and updated Customer Service Representative (CSR) manual, which increased CSR confidence in information and decreased turnover.
Created a new department schedule, which increased department available hours from 40 to 55 per week without increasing the number of CSRs.
Hired and trained 6 new CSRs to handle increased call volumes created by merger with another communications company as well as reducing customer wait times by approximately 20% and dropped calls by 50%.
EDUCATION
Western Washington University: Bachelors of Arts in International Relations and Comparative Politics. Computer Science course work included programming fundamentals, data structures, and object oriented programming. Languages used included C, Smalltalk, Modula – 2, and assembly language.
Bellevue Community College: Completed course “Software Testing in Practice” November 2001.
Completed course “Client/Server Testing” December 2001.
Self-Directed Study: Visual Basic 6.0
ACTIVITIES
Member and former Officer of Bellevue Chapter, Order of DeMolay. Received order of Chevalier for outstanding service to the order.
Coached a youth soccer team as part of the Mercer Island Youth Soccer Association.
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