Service Technical Support
Resume:
A partment *R
Astoria, NY 11106
*********@*****.***
Skills_
● S trong organizational and analytical skills
● A bility to productively multi-task and manage multiple responsibili ties simultaneously
● E xcellent interpersonal skills in person, within typed documentation and over the phone
● P roven record of leading, t raining and working with diverse teams of fellow employees
● Quick aptitude to proficiently learn and use computer software
Technical Proficiencies
Operating Systems MS Windows (2000, XP, Vista, 7), Mac OSX, Mobile (Android OS, Apple iOS)
Networking Local Area Network (LAN), Wireless, TCP/IP
Software Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Adobe Suite (Acrobat,
F lash, Photoshop), Lotus Notes Mail Client, Gmail Suite
Service Tools BMC Service Desk Express, SalesForce, GhostCast PC Imaging, Adobe Connect,
Serena TeamTrack, JIRA Bug and Project Tracking
Peripherals H P and Canon printer software, Mobile Devices (BlackBerry, Android, Apple)
Coding Languages XML
Work Experience
Kaplan Test Prep, New York, NY February 2010- May 2013
Technical Solutions Advisor, May 2012-May 2013
Charles Gauntt 31-44 34th St.
A partment 1R
Astoria, NY 11106
*********@*****.***
● Assisted team with in-depth incident resolution from customer inquiries
● I nvestigated new issues that arose to identify potential and immediate solutions prior to
escalation
● Lead t raining sessions, both in person and remotely, concerning policy and procedure for new
staff
● Collaborated with SalesForce Administrators to optimize efficiency of the platform
● C reated, maintained and updated articles within our internal and user-facing knowledge
database
● P rovided input during individual departments’ Agile planning sessions for upcoming releases
● Performed user acceptance testing within a production environment for new web and mobile
p roducts
Technical Support Specialist, March 2011- May 2012
● Heavily involved with the implementation, development and support for the full line of Kaplan
apps
● I nformed staff of current issues, if temporary fixes are available or if they require escalation
● Communicated with specialized business units on upcoming changes to report to the rest of the
team
● Worked directly with business units to optimize product performance and increase customer
satisfaction
● Responded to authorization related inquir ies for customers preparing in a simulated test day
environment
● A ler ted Production Support of new and ongoing concerns that require prioritization and fur ther
i nvestigation
Charles Gauntt 31-44 34th St.
A partment 1R
Astoria, NY 11106
*********@*****.***
Level 2 Technical Support Representative, February 2010-March 2011
● Phone support for users experiencing issues accessing and utilizing the web based products
● Documented all incoming calls and messaging through SalesForce Project Management
● Escalated programming and widespread problems to the development team through JIRA
T racking
Fordham University, Bronx, NY J une 2008-
September 2009
I T Technical Assistant
● Responsible for PC and Macintosh setup and installations within an environment of 4,500
computers
● T rained new employees on the infrastructure and daily procedures within the department
● M aintained a database using BMC Service Desk of all campus computers to improve IT
management
● P rovided phone support for technical issues with both Lotus Notes Client and web based
services
● Performed on-site service calls for users with in depth problems
● Refurbished computer software on machines that run slowly or improperly using Ghost
E nterprise
● D isconnected and reconnected user’s PC’s and peripherals and tested network connectivity
Charles Gauntt 31-44 34th St.
A partment 1R
Astoria, NY 11106
*********@*****.***
● Set up and t roubleshot issues dealing with Lotus Notes Mail Client on the local network
H ippocrene Books, New York, NY September- December
2008
E ditorial I ntern
● U pdated a web-based database of new and revised publications
● B uil t an XM L-formatted script for the distr ibution of a podcast
● Composed and compiled information to be provided to potential and inqui ring clients and
authors
● Formatted foreign texts to fit the Standard American Manuscript layout
● A nswered incoming phone calls from clients, authors and prospects
Education
Fordham University, College of Rose H ill, Bronx NY
Bachelor of Ar ts degree in English with a M inor in Business Administration - May, 2009
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