Technical Support Software

Gregory V. Sardo

**** ***** ***** ******, *******, WA 98178-3316

WEB CONTENT / QA / TESTING / TECHNICAL SUPPORT

25+ Years of Progressive Experience in Technical Support/Software testing/Web content creation for Mobile Network Providers & IT Companies

Qualifications Summary

Recognized for exceptional technical and troubleshooting skills and work ethic.

Received multiple extra effort awards from employers.

Recognized as an effective mentor to others.

Excellent interpersonal communication skills. Able to relate to people at all levels.

Outstanding commitment to customer satisfaction.

Won “Passion for the Customer” award from employers.

Thrive in independent and team environments, requiring sound analytical problem solving.

Received multiple recognitions for helping achieve company goals by helping close significant sales through technical support efforts.

B.S., Computer Science, Colorado State University, Fort Collins, CO, 1985

Expertise

Web content creation: Authored and edited a wide range of content for support websites maintained by multiple wireless providers. This involved extensive use of HTML and included intensive use of Image editing software (Photoshop).

Technical Support: Wide range of wireless network environments (Cellular and WLAN)

Cellular includes all forms of GSM and CDMA

Wide range of mobile device software (Android, IOS and Windows mobile)

All Microsoft OS (DOS to WINDOWS 10), Macintosh OS/X

Operating Systems: Mobile Device: Android, IOS and Windows mobile

PC: MS-DOS, Windows 9x/NT/2000,XP,7,10 Citrix Metaframe

Data Comm: TCP/IP, (DataStream & trace reading)

LAN/WAN: Token Ring/Ethernet, SDLC (leased/dialup), Frame relay, DLSW, X.25, Satellite

Host Computers: IBM Mainframe, IBM Midrange (AS/400), Unix/VAX

Selected Experience

WIRELESS DATA SERVICES Web Content Author/Technical Lead/Tier 3 Support Analyst, Kirkland WA (2005-Present)

Hired by Wireless Data Services in 2005, WDS purchased by Xerox in 2012, worked as part of Xerox Business Services till 2017, Xerox Business Services was split off from Xerox in 2017 and became an independent company, Conduent.

Performed authoring and audit/editing of website content for support sites maintained by multiple wireless providers. This involved use of HTML and HTML editors along with other tools such as photoshop for graphical content. This also involved QA responsibilities.

Performing QA/Testing for T-Mobile on specific software they provide with their devices.

Provided technical support for mobile network providers on a worldwide basis.

Acted as a technical lead and mentor, assisting other analysts in the performance of their jobs.

Recognized and escalated problems and errors as necessary. Provided follow-up through resolution.

KINETICOM (Contracted to T-Mobile Wireless) Driver Tester, San Diego, CA (2003–2004)

Verify integrity of cellular network during upgrade of hardware and software.

Use specialized software, testing individual cellular network sites before and after upgrades.

Recognized and escalated common problems and errors. Provided follow-up through resolution.

ADECCO STAFFING (Contracted to AT&T Wireless) Erred Order Analyst, Redmond, WA (2002–2003)

Maintained and corrected critical reference data through feedback.

Recognized and escalated common problems and errors.

Performed data fixes, using existing tools and knowledge repository; and provided follow-up to resolution.

ATTACHMATE CORPORATION Technical Support Analyst, Bellevue, WA (1993–2001)

Provided host connectivity technical support to worldwide customer base.

Re-created customer environments, both hardware and software, within company test labs.

As Senior Support Analyst, mentored other analysts, assisting with day-to-day technical issues.

Acted as 2nd-level Support Analyst, interpreting data communications traces requested from customer.

ORRTAX SOFTWARE, INC. Technical Support Analyst, Seattle, WA (1990-1993)

Supported nationwide customer base, addressing and resolving customer problems.

FOURGEN SOFTWARE Technical Support Analyst, Seattle, WA (1989)

TRANSSYSTEMS, INC. Programmer/Analyst, Bellevue, WA (1988)

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