Technical Support Customer Service

Jeffery Albright

*** *** ***** ***** ****: 256-***-****

Somerville, Alabama 35670 Mobile: 256-***-**** Email: *******@*******.***

Experience

Multiple years experience in computer product technical support, customer service, software product testing, and training.

Setup and maintained a software product testing lab with over a dozen computer workstations. Installed and integrated software products and updates.

Entered and tracked software product deficiency reports. Published reports in various formats to internal and external users.

Participated in the development and documentation of procedures for ISO certification.

Familiar with computer hardware and software interfacing requirements for printers, scanners, and other computer accessories.

Proactively developed and implemented procedures and systems to avoid problems, defects, and delays.

Experienced with current and legacy UNIX and Windows desktop and server operating systems.

Worked independently and to train, motivate, and supervise colleagues.

Planned, tested, and delivered updates and releases for multiple computer software products on a recurring basis.

Skilled with the use and administration of incident and defect tracking systems.

Authored, reviewed, and edited software and hardware product frequently asked questions, technical support bulletins, product help files, and other documentation and reports.

Coordinated, scheduled, setup and attended status and demonstration meetings via webinar and teleconference.

Conducted on-site support and training of customers to develop optimal product usage workflows.

Comfortable with typical office environment equipment usage and user maintenance.

Employment

Marion Health Systems, LLC

Computer and Network Administration, Multimedia Production, Customer Support

Administered computers, networks, and trained colleagues in software product usage.

Produced and edited multimedia presentations and documentation used by colleagues and customers.

Addressed customer concerns and questions via telephone, email, and in-person.

2015 – Current

Employment

The Home Depot

Merchandising Execution Associate, Sales Associate

Received 2014 Customer Service All Star Award

Completed merchandising projects designed to enhance the customer experience.

Ensured a positive customer experience in a fast paced retail environment.

Marketed and stocked store inventory.

Conducted product classes and demonstrations.

2014 – 2015

Employment

Bentley Systems Inc. Huntsville, AL

2000 – 2013

Senior Software Quality Analyst, Senior Technical Support Analyst.

Worked with product developers, technical writers, and quality assurance testing analysts, product owners and product marketing to complete product deliverables on schedule.

Tested products, created and executed manual and automated test plans and procedures, functional testing, integration testing, regression testing, user interface and other testing of multiple products to maximize quality.

Managed the release of the product upon completion.

Maintained quality control records, and constantly searched for new ways to reduce costs and improve the customer experience.

Reviewed and edited product technical documentation.

Performed worldwide technical support of multiple products.

Employment

Intergraph Corporation. Huntsville, AL

1981 – 2000

Senior Technical Support Analyst, Customer Engineer.

Coordinated and conducted worldwide technical support for multiple software products.

Participated in large account benchmark testing resulting in multiple large contract awards.

Delivered, installed and demonstrated the functionality of custom computer system configurations.

Provided system administrator training.

Conducted on site product training classes.

Orchestrated product testing and peer training classes for product update releases.

Education

University of Alabama Huntsville, Huntsville AL

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