Customer Service Technical Support
Resume:
Austin S. Frengel
Carlisle, PA USA 17013
************@*****.***
Objective
To find an intermediate level IT-related position. Interests include, but are not limited to, SAP. software development, database management, and project development.
Work Experience
Accenture Federal Services, Mechanicsburg, PA, USA
Systems Developer Analyst
10/2014 - current
Salary: $60,000 USD Per Year
Hours per week: 40
This is my current employer. Accenture is a federal contractor, I am currently learning and working on an SAP-based system on a contract with the U.S. Navy, called Navy ERP. On the contract, I am working as a security analyst, my experience at the moment involves using GRC, ECC, CUA, SCM, and BW to manage user account requests (creating new accounts, adding and removing roles, terminating user accounts, etc.). I also have several other responsibilities pertaining to this job for managing workflows for our SAP upgrade process (creating and editing user roles/security) and managing weekly processes and meetings to make sure that we make our deliveries as efficiently as possible. I also maintain an Access database to document these efforts My current goals with this work experience are to learn enough about SAP to know all aspects of my work area and other related areas. I have an unclassified security clearance from this position.
Supervisor: Steven Abellar (*****.*.*******@****************.***)
Rite Aid, Mechanicsburg, PA USA
Technical Support Representative
07/2013 - 10/2014
Salary: 29,000.00 USD Per Year
Hours per week: 40
My duties included assisting store managers, around all Rite Aid retail locations in the country, with resolving hardware and software related problems. I effectively listen to customer needs, paying close attention to details, identifying relevant information to resolve their questions and complaints. Most problems deal with hardware related issues, and in these cases, finding out as much detail as possible is crucial, as field technical support services may need dispatched. Typically, though, I provide solutions such as walking customers through various processes, and if the issue is software related, I use remote desktop software to repair it myself. As this is a help desk role, good customer service is a very important aspect. I am a very cheerful, polite and friendly person when providing customer service. I am able to communicate complex information to customers in a manner which is sensitive to their technical knowledge and background. I use a variety of sources such as the internet, technical manuals, knowledge bases, and co-workers to gather information to solve complex problems and provide alternative solutions.
Supervisor: Michael Kostukovich 717-***-****)
Office Depot, Newville, PA USA
Warehouse Associate
05/2010 - 03/2011
Salary: 11.80 USD Per Hour
Hours per week: 25
Duties for this job mostly involved manual labor. A normal day was spent mostly loading trailers with product to be sent to either stores or post offices to be mailed to customers. I also made extensive use of an RFID system with a wrist computer to process certain items to the stores.
Supervisor: John Byers 717-***-****)
Best Buy, Mechanicsburg, PA USA
Sales Support Associate
05/2011 - 05/2013
Salary: 15,000.00 USD Per Year
Hours per week: 30
Duties for this position included processing incoming and outgoing inventory, replenishment of product on the sales floor, building maintenance, and occasional customer service. In order to complete certain tasks, I often had to use a power lift to go up 1-2 stories to reach kitchen/laundry/home theater appliances.
Supervisor: Shannon Whitesel 717-***-****)
Education
Shippensburg University of Pennsylvania Shippensburg, PA USA
B.S.B.A. in Management Information Systems (MIS)
2007 - 2013
I started school as a computer science major, and decided to switch to a business major during my second year. Once I switched, I took a few more software development classes, and mainly focused on database, supply chain management, and networking courses. My GPA for classes in my concentration was a 3.2.
-Have some experience and knowledge working on SAP systems, particularly with the following modules: Governance, Risk, and Compliance (GRC), Central User Administration (CUA), and ERP Central Component (ECC). Have also made use of SCM and BW, particularly to set the user up for specific roles assigned to them for these modules through CUA.
-Experience from Best Buy and Office Depot using Peoplesoft HR systems.
-My experience with Navy ERP and SAP and its numerous interfaces has introduced me to many middleware products. I have installed and used SFTP to securely transport data to various systems. The Navy's selected method of transmission is IBM Websphere MQSeries. I am familiar with the fundamentals of MQSeries' message queuing, SSL secure data encryption and guaranteed delivery. Also, I have become familiar with SAP Business Connector/webMethods conversion tool.
-Worked on a technical support help desk position. I am able to use effective communication and translate information and ideas to associates with lower levels of technical experience. I am also very effective at gathering information to pinpoint causes of problems.
-Have education-related experience on creating, editing, maintaining, and querying databases.
-Very comfortable with SQL, and have experience with Oracle (11g) and Microsoft Access databases. In my experience in my education, I have designed, created, analyzed, and managed several intricate multi-table databases.
-Knowledge on several programming languages including Java, C++, and VB.
-Several years experience troubleshooting workstation computers, servers, various pieces of hardware, software, and networking components
-3 years experience using Citrix to access and use SAP modules. Also some experience using VMware on Linux systems to run virtual Windows desktops
-Lifelong experience with Windows operating systems (95, 98, ME, 2000, XP, Vista, 7, 8, 10) and Microsoft Office Suite (Word, Excel, Access, Powerpoint, Vizio, Project). Advanced experience with Excel, Access, and Project.
-Am experienced with general statistical data analysis, and have completed at least one large scale project that deals with analyzing financials of a company and making recommendations on investing.
-Have created at least one large system that involved handling several levels of project development, including identifying customer needs, making a plan on how to meet those needs, designing a system to make this plan work, and creating the interface with which to implement this system.
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