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Software Support

Location:
New York, New York, United States
Posted:
November 27, 2017

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GERARD E. DESIR

PO BOX **** New York, NY ***** (917) ***-**** ac3hzv@r.postjobfree.com

Dedicated Software, Pre/Post sales support representative and Recruiter for HR applications whose responsibilities cover and are not limited to:

• Client training, Project Management, pre/post-sales support for staff and client base

• QA testing of software applications and upgrades for maximum effectiveness

• Improving client retention by 25%

• Overseeing the daily operation of all aspects of company service to customers. Skills:

• Recruiting Management,

• Applicant Tracking System Support

• Software Support, Project

• Management

• QA testing, Software Implementation

• Client training

• SaaS

• Report Generation,

• Implementing predefined SQL queries into client reports

• Various ticketing systems.

Experience

Service Desk Representative

Technomedia Talent Management/ Cegid

October 2014 – September 2017

• QA testing of software application (system and application rollouts, bug fixes...etc) in order to replicate Javascript and additional errors for Development team to correct

• Cizer report implementation for clients using predefined SQL queries

• Application support, End user training and pre/post-sales support System Support Specialist

Bernard Hodes Group/Symphony Talent

March 2005 – October 2014

Working with Sales,Development, QA, IT, Media and Project Management teams on:

• New client implementation (user setup, provisioning)

• QA testing of software application and bug fixes

• Client database updates using Access

• Cizer report implementation for clients using pre-defined SQL queries

• End user training, pre/post-sales and application support

• Media tracking

• Integration of application with third party systems (Taleo, Kenexa, Peoplesoft, Workday, Job Connection)

• Working with IT to confirm proper connection speed, network and email settings for end users

• Working JourneyX time tracking software to monitor time spent on projects related to client implementation and retention

Client Support Professional

Advanced Telecom, Inc.

October 2002 – September 2004

Support Professional for a Telecommunications company that specializes in programming, installation and support of NEC NEAX 2000IVS, IPS, Elite IPK, 48, 192 and Panasonic KX-TD816 and KX-TD1232 phone systems.

Duties:

Providing primary level 1 support for clients with phone issues on both key and PBX systems by resolving voice and data troubles during the initial point of contact with customers, dispatching technicians and/ or the appropriate carriers as required (Tier-2, XO, Avaya, Verizon, MCI) if service needs to be escalated to priority status, monitoring PBX's for trunk outages and alarms, communicating ticket status and resolution information to customers as appropriate while updating company database and technician log ins using Excel spreadsheets and Tigerpaw software, responding timely and efficiently to assigned tickets and monitoring customer callbacks with courtesy e-mails in MS Outlook. Sr. Technical Recruiter

HydraWEB Technologies

February 2000 – April 2002

Developing and implementing IT models that focus on the complete control of the hiring process to streamline the effectiveness of successfully recruiting candidates. Liaison for the embedded systems, Unix support, Marketing, Sales, programming and development groups to define candidate selection process. Involved in technical screening, background checks, salary negotiation, visa status and additional compensation requirements (bonus, stock options, employee incentive plans, health benefits). Project coordinator for all IT events (technical job fairs and career expos). Interacting with the CEO and CFO to recognize and administer hiring goals. Keeping cost per hire ratios to a minimum of 12% by successfully using low cost, sources (internet, referrals job fairs and networking functions) to locate individuals proficient in C, UNIX, Sun OS, Solaris, Red Hat Linux, AIX, Freebsd, HP/UX, TCP/IP, VxWorks, RTOS, POSIX, Perl, Assembler, Embedded Systems, pre/post sales and System Engineering Technical Recruiter

GT Solutions

August 1999 – January 2000

Agency recruiter for a technical solutions provider, geared towards meeting the technical needs of its clients and providing MSCE training for all technical applicants. Duties:

Making 100 cold calls daily to source candidates for technical positions in fortune 500 and Ecommerce related companies. Involved in the pre-screening and interviewing of candidates. Managing consulting contracts, working with technical managers and Human Resource personnel to define job searches and present qualified candidates whose main skill sets are Java, C++, ASP, Web-Logic. Facilitating the research and development of technical candidates, by utilizing access database for quarterly updates, while monitoring all Incoming data. Heavy interaction with clients to set up and generate new business prospects using MS Outlook and Excel on a Windows NT platform.

Product Manager/Software Support Specialist

BLUMBERG EXCELSIOR

June 1997 – July 1999

The coordinating of all Software Sales and Customer Service requests using MS Outlook and Excel to monitor all aspects of sales performance in an effort to strengthen potential business prospects. Pre/post-sales support for all legal software products running on Windows platforms. web page Maintenance using HTML patches to insure site reliability, Competitive and product analysis to insure that Blumberg is the leading seller of Legal Applications. Program installation and development, product demonstration at various client sites, Coordinator of Legal Trade Shows and involved in providing Monthly Reports and Software training for Regional Inside and Outside Sales Teams to maximize profitability and productivity. Inhouse helpdesk support for all Blumberg Excelsior employees running DOS and Windows based applications.

REFERENCES FURNISHED UPON REQUEST



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