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Technical Support Manager

Location:
Raleigh, NC
Posted:
October 23, 2017

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Resume:

FRANKLIN

CRAWFORD IV

**** ********** ** *** ***

Raleigh, NC 27617

919-***-****

************@*****.***

SUMMARY

Proven experience providing technical support for customers, managers and end users Demonstrated ability for troubleshooting, resolving complex customer issues Strong supervisory capability Over 20 years of hardware and software experience Experienced in the installation and troubleshooting of a local area networks (LAN) and virtual private networks (VPN) Proven ability to communicate with technical and non-technical users Consistently recognized by management for superior performance, management skills, and problem-solving ability

EXPERIENCE

Support Analyst, Tier II, SoftPro Corporation

Raleigh, NC 2014-2017

Technical Support for MS SQL and Jet based real estate closing software.

Accomplishments

Installation, configuration and troubleshooting for MS SQL databases (2005-2016)

Lead of the most successful upgrade team preparing for CFPB rules changes.

Resolved networking, database, workgroup and domain permissions issues.

Quickly promoted from soft technical issues, to hard issues, to sole representative to handle issues from top customers.

Help Desk Support Engineer, aap3

Cary, NC 2013-2014

International technical support for several fortune 500 companies in North America, Europe and Asia.

Accomplishments

Provided effective customer support via phone and email

Revised server settings to provide call spill-over when call volume is above capacity

Quality Assurance Manager/Net Admin, Virtual Heroes (ARA, Inc)

Raleigh, NC 2004-2012

Managed all testing for every software project for simulation training of DHS, DoD, ATF, NASA, US Army and several high profile commercial companies.

Accomplishments

Built and maintained PHP/MySQL bug tracking system

Managed a team of testers, or was the sole tester, on over 100 releases.

Sole network administrator for 35 user, 5 server network.

Client Services Tier II, NCR

Durham, NC 2002-2003

Network Administrator, Money Solutions USA

Raleigh, NC 2001-2002

Senior Customer Support Representative, Red Storm/UbiSoft

Morrisville, NC 1999-2001

Quality Assurance Coordinator, Interactive Magic

Morrisville, NC 1997-1999

SKILLS

Experience with several methods of QA Validation and Verification for projects in both industry and government.

CompTIA A+, Network+, Security+, Microsoft Certified Professional

Experience configuring and creating queries for SQL based databases.

Over 18 years of system and network administration experience

Proficient in PC, Apple, terminals, peripherals, and server hardware.

Proficient in DOS, Window Clients (3.1 to 10), Windows Server (NT3.1 to 2016).

Over 18 years of management experience in software and information technologies.

REFERENCES

Christine Heneghan:

CEO, BioMojo LLC

919-***-****

Randy Brown:

VP of ARA Inc, Division Manager Virtual Heroes

919-***-****



Contact this candidate