CAREER OBJECTIVE

Seeking a full-time position that will allow me to gain and develop my professional skills in the computer industry.

HIGHLIGHTS OF QUALIFICATIONS

Dedicated to professionalism. Result-oriented with administration operations experience in small to mid-sized companies.

Excellent interpersonal and communications skills: cooperative, patient, supportive and a loyal team player.

Well-developed organizational, troubleshooting and Problem-Solving abilities.

Computer literate. Proficient in Dos, MS Windows 98, NT, 2000 XP, Vista, 7 & 8, 10 and Office 2000 through 2010. Working knowledge of Salesforce and Service Now CRM ticketing system.

EXPERIENCE

ResMed, San Diego, CA

Technical Support Representative, Sept. 2009 – Feb.2015

As a Tier II Technician I handle escalated telephone or written inquiries from technicians and customers regarding ResMed and select third-party products. Document and manage escalated customer issues within Salesforce ticket management system. Review and comment on user documentation, product requirements and functional specifications. Assist with issue duplication. Act as a technical advisor to assist Software & Associate Software Support Technicians.

Mitchell1, Poway, CA

Technical Support Representative, Jan. 2005 – Jun, 2009

Makers of Ondemand5 and ShopKey5 automotive repair and shop management software solutions. Provided phone support for their main desktop and internet based applications. Documented and tracked all technical support calls and there resolutions. Expedited and help with calls escalated to Tier2 technicians. Diagnosed and troubleshoot database, network and sharing issues with desktop applications running on Windows operating systems. Sometimes having to remote in to their pc’s using either LogMeIn123 or EPOP remote desktop software.

Internet Express, San Diego, CA

Technical Support, Nov. 2003 – 0ct, 2004

Provide technical support to end-users with the assistance of senior administrators to diagnose internet connection errors, network connectivity, and web hosting problems.

Adept Computer Solutions, Inc, San Diego, CA

Technical Support / Network Administrator, Apr. 1998 - Oct. 2003

This company is the makers of Street Wizard, mapping software for Windows. Primary duties involved setting up, configuring, and maintaining the Windows NT and Debian Linux servers. Staffed newly formed Help Desk function to provide assistance to end-users via telephone and e-mail for our main application. Also created and updated the help files and tutorials on the application and web site using RoboHelp. Some web development.

InfoAge, San Diego, CA

Sales Rep/Database Administrator, Aug. 1996 - Jan. 1998

Mostly inbound phone sales of printers, printer peripherals, monitors, scanners, and memory chip specifications, so the client is aware of their options. Setup, installed and maintained the small in house computer network and server.

EDUCATION

Montgomery High School

H.S. Diploma, General Education, Jun. 1988

ITT Technical Institute

Electrical Engineering, Apr. 1989

Southwestern College

Electrical Engineering, May 1993

Contact this candidate