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Senior Software Support Engineer

Location:
Atlanta, Georgia, United States
Posted:
August 15, 2019

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Resume:

ANDY THOMPSON

Atlanta, GA *****

linkedin.com/in/andy-m-thompson

770-***-**** ac93bc@r.postjobfree.com

INFORMATION TECHNOLOGY LEADER

Multi-talented customer focused IT professional with expertise in software support, customer service and website design. Proven industry history achieving high client satisfaction.

·Proficient in problem-solving and debugging.

·Strong verbal and written communication skills.

·Customer service and relationship focused.

·Customer requirement prioritization adept.

TECHNICAL PROFICIENCIES

·Windows, Unix and Linux Operating Systems

·HTML, CSS, PHP

·Web Service product integrations

·Website development, marketing, monitoring and maintenance

·Graphic design

·JavaScript design

·Report writing

·SSL certificates

·Databases: MS SQL, Oracle, MySQL, DB/2, Sybase, ODBC and JDBC

·Application Servers: JBoss, WebLogic, WebSphere

·Load Balancers / Web Servers: Apache, ISS NGINX

·LDAP: JXplorer, Active Directory, CA Directory

·Applications: CA Process Automation, CA Identity Manager, CA ServiceDesk, CA Embedded Entitlements Manager, Business Objects, Adobe Creative Suite, MS Office Suite, SoapUI, Salesforce, SharePoint, Confluence

·Content Management: Joomla, WordPress, Weebly

PROFESSIONAL EXPERIENCE

Axiom Creative Design Atlanta, GA 06/2008 – Current

Website Developer and Business Owner

Built an after-hours and weekend business from a hobby. Created realistic budgets based upon costs and fees for effectively operating the business. Processed invoices and billed renewed invoices to clients. Determined customer needs by asking relevant questions and listening actively to the responses. Utilized HTML, CSS, PHP SQL, JavaScript and other libraries. Collaborated with clients from concept through final delivery of product or service and beyond. Hands-on experience using UNIX and Apache web servers as well as Joomla and WordPress content management applications.

·Consistently met deadlines and requirements for production work orders.

·Capitalized on social media platforms such as Facebook to increase market awareness for client websites and events resulting in a 75% increase in client’s business.

·Implemented Google Campaigns and SEO for various types of websites

·Educated customers about the brand to incite excitement about the company mission and values.

·Designed, implemented and monitored web pages and sites for continuous improvement.

·Managed more complex projects that included communication with copyrighters and graphic designers to keep the project on task and on budget.

CA Technologies / Broadcom Atlanta, GA 09/1998 – 07/2019

Senior Support Engineer

Balanced a large number of client cases and trained others on effectively managing a case load. Worked closely with customers to efficiently resolve issues and with project managers, developers and quality assurance to resolve technical issues. Performed testing and troubleshooting methods and documented resolutions in Salesforce.

·Created knowledge articles which are published on the company website for customer self-service using the KCS methodology. Many of which are the most widely used documents by our clients.

·Actively participated in online communities answering customer question to help them succeed and quickly earned “Champion” ranking (communities.ca.com)

·Took on the role of community moderator and performed well in responding promptly and effectively to the incoming questions from our users. This ensured that the team had a response rate consistently above the corporate target set for the year.

·Volunteered as the SLO captain keeping track of my team’s expiring SLOs and sending reminders as needed. This resulted in a drastic increase in SLO results.

·Trained and mentored junior engineers and created a “how to” course that was adopted company-wide.

·Achieved level of subject matter expert on several product areas.

·Created and maintained lab environments for testing complex customer issues reducing time to resolution for many cases.

·Received multiple positive reviews which acknowledged dedication to excellent customer service.

·Consistently met or exceeded Service-Level Objectives as well as customer survey goals with an average MTTR of 8.6 and an average SLO of 98%.

·Gained experience in SQL query writing, JavaScripting, networking, virtual environments, application servers, web servers, SSL certificates, LDAP and web services.

ADDITIONAL EXPERIENCE

Goldleaf Technologies Hahira, GA Professional Services Consultant

EDUCATION

Bachelor of Science, Computer Information Systems

Valdosta State University, Valdosta, GA



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