Client Specialist, Project Coordinator, Technical Support

Ike Opara

Olney, MD ***** 240-***-**** *******@*****.***

Customer Application Support and Junior Implementation Analyst with strong remote support background; skilled in supporting Level 1 & 2 escalations of application software issues installed at customer sites.

Established history of uncovering root causes and restoring customers to full functionality in a timely manner.

Self-starter with outstanding customer interaction, known for learning new systems and processes, conducting personal research, and overcoming challenging technical issues to ensure increased productivity.

Customer Recognition: Gained personal reputation within the customer base; manages TOEFL clients and testing based issues.

EDUCATION and TECHNICAL SKILLS

BS, Information Systems, University of Maryland Baltimore County, Baltimore, MD, May 2015

Academic Projects:

Decision Making Support: Led 5-person team to deliver model, prototype, and documentation for Excel-based decision support system using personal heuristic data retrieved from customer questionnaire to determine optimal subset from inventory database.

Database Development: Created Oracle PL/SQL based DBMS for analyzing and organizing experimental data results from electricity consumption monitoring device and created web-accessible PSP interface for prospective users.

TECHNICAL SKILLS

Software: SQL Server 2016, FogBugz, Fiddler, AtTask, Oracle SQL Developer, Visio, Project, MS Office Pro

Programming Language(s): C, C++, Visual Basic, Java, HTML, CSS, PL/SQL

Operating Systems: Windows XP/Vista/7/8/10, Windows Server, Mac OSX, Chrome OS

PROFESSIONAL EXPERIENCE

INTERNET TESTING SYSTEMS, Baltimore, MD August 2015-Present

Client Application Support Specialist

Support efforts of 10-person customer service team to resolve customer issues surrounding application security, software functionality, network environment, and hardware configuration for manufacturers of testing software. Develop actual testing content and design/deliver tests for multiple academic testing vendors. Consistently deliver timely solutions with detailed failure analyses.

Provide support for technical issues; validate and verify appropriate setup in different academic testing environments, assess local client environments, identify potential hardware issues, resolve software conflicts, and re-establish client connectivity. Collaborate with co-workers, database team, and development team to establish root causes and introduce solutions.

Key Client: Established reputation as “go to” person for high profile client TOEFL& Item Workshop; currently provide second and third tier support and accept/manage roughly 1/3 of all TOEFL calls; assigned challenging issues and crafting documentation.

Network Troubleshooting Tool: Co-led project to incorporate Fiddler as network proxy connectivity troubleshooting tool.

“Glitch Master”: Recognized by management for uncovering glitches: Since September 2015, discovered several minor glitches in vendor applications and three serious glitches in a program from a major vendor – requiring the vendor to issue a critical patch upgrade.

Support Metrics: Developed relationships with testers and testing coordinators at testing centers and generated new, high levels of support metrics; since hire, has solved 14000+ technical support cases (Led all support reps in 2016 with over 7400).

Web Scam: Personally uncovered large-scale web scam: A group of test vendors located worldwide were using fraudulent credit cards to purchase exams and then reselling the exams to the ultimate test taker; saved the company $10K per month.

Instructional Videos: Created instructional videos for university administrators and instructors (higher education specific) who deliver tests to students (online proctored exams); these videos are being implemented currently. Instructs 1 on 1 as well..

User Agent Strings: Prepared and presented learning modules on User Agent Strings, Fiddler, and exam-specific dev tools.

NATIONS CARE PHARMACY & HOLISTIC CENTER, Washington, DC (while attending college) March 2011-March 2015

Contract Administrative and Network Support Technician

Installed company workstations, printers, and setup LAN network; created digital forms; maintained/updated Order Requisition reports, and logs.

Access Database: Developed/maintained Access-based drug inventory management system (based on initial rough version).

Website Design: Designed and set up initial corporate website; ensured functionality, performed UI/UX, and secured site.

BEST BUY INC., Elkridge, MD (part-time while attending college) August 2013-December 2014

Technology Sales Representative/ Technology Education Associate (Geek Squad)

Sold both Mac OS- and Microsoft Windows-based computer hardware, software, peripherals, and accessories; provided customers home and office telecommunications and networking solutions. Instructed customers and solved tech-based issues.

Top Sales: Out of 15 sales reps, achieved #1 or #2 in revenue month-over-month from November 2013 to December 2014.

Customer Relationships: Established deep, long-term relationships with many customers; frequently requested by name.

Customer Classes: Delivered classes regarding Windows 8 and 8.1 directly to customers (one to 5 students per class); selected due to internal knowledge of how the software and hardware worked (far more knowledgeable).

INDEPENDENT HOME COMPUTER CONTRACTOR, Washington, DC (part-time & full-time) January 2008-September 2015

Small System Technician

Provide PC and home network setup and repair services.

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