Technical Support Software

Joseph Smith

**** ***** **** ***** *************, GA 3004

US Army Veteran

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

OBJECTIVE

I want to utilize my Information Technology skills and experience as a

Technical Support Analyst in the Information Technology industry to obtain

a Technical position that will lead to progressive opportunities.

SKILLS

Information Technology- (January 1997 to present)

Troubleshooting/Solving- Windows XP/Vista/7 Professional, Windows Server

2003/2005/2008 Standard and Enterprise R2, MS SQL Server 2008 R2, Linux

Redhat version 5.9 and 6.0, Debian 6.0 and Centos 5.9 and 6.0 operating

system configurations and networking, Computer and printer/copier hardware,

network Ethernet and wireless addresses, DNS, DHCP, and gateway addresses.

Software Programs- Microsoft Access, Excel, PowerPoint, Word, FrontPage,

Microsoft Project, Apache Tomcat, Telnet, Ultraedit, WS_FTP95, Siebel

Database Software, SAP Database, InfoSource, Support Track and WebGain and

Websphere Software.

Skills and Knowledge in networking standards and OSI model, networking

protocols and core protocols within each main network protocol (TCP/IP,

IPX/SPX, Netware Core Protocol, NETBOIS, NETBEUI)Proficient skills and

knowledge of network topologies (Bus, Star, Ring, Hybrids). Knowledge of

WANS and remote connectivity-X.25 and updated Frame Relay characteristics

and functions, ISDN and its characteristics, VPNs connectivity and security

techniques.

Knowledgeable in interpreting Cisco Three-layer Hierarchical Model

architectures including Application servers, Web servers, assembling and

cabling Cisco devices in relation to Ethernet/Cisco LAN and WAN networks,

Bridging and LAN switching techniques and concepts, Spanning Tree

Protocols/operations, Types of LAN switches, TCP/IP and DOD model,

Subnetting Class A, B and C network IP addresses.

Skilled in connecting to Cisco Routers, using Cisco Router User Interface

to check connectivity, view configurations, saving configurations and

gathering Router information.

Programming/Database Skills- Java, JavaScript, HTML, DHTML, SQL, PL/SQL

using SQL Plus, Oracle using Oracle Applications/Enterprise Manager, Oracle

11g Client Application, SQL Developer and Form Builder, installing DB2Admin

Client and configuring DB2 Command Center/Command Editor, Java

Servlets/Applets for Web Development and creating company employee

databases Proficiency of various specific disciplines of Project Management

including establishing Scope, Time, Schedules and Cost estimates, Work

Break-Down Sheets, Critical Path Illustrations based on a Network Diagram.

EDUCATION

Masters of Information Technology, MIT (September 2003) American

Intercontinental University, Dunwoody GPA 3.1

Bachelor of Science Business in Printing, Minor: Business - (December 1996)

Georgia Southern University, Statesboro, GA

Certificates of completion in HTML, DHTML, Java, JavaScript, Cold Fusion,

ASP Adobe Photoshop and FrontPage: OmniTech Solutions, Dekalb, GA

WORK EXPERIENCE

Global Retail Application Support Consultant - (July 2012 to Present)

NCR Corporation

Gather and analyze information and resolve issues in a phone-based and

remote access technical support application/customer support environment

for retail assisted-service point of sale products in US Canada and Mexico,

formulate and test hypothesis for customer software issues, act as

escalation point for all Advanced Marketing Service software application

feature/function & performance-related issues and provide leadership for

crisis management for front-end, server and back office applications.

Coordinate problem resolution activities with other organizations, review

and research all logs specific to NCR Advanced Marketing Service Copient

Promotion software, Point-of-sale, Postgresql, .php, configuration files,

postgresql database, Copient TCP-IP, socket communications between local

and central servers and apache or apache2 files. Also Install Linux Redhat

OS versions 5.9 and 6.0, Centos versions 5.6, 6.0 or Debian version 6.0 on

Copient Promotion Engine Local Servers and Windows 2003/2005/2008 Server

Standard and/or Enterprise on Central Server environments, identify and

resolve issues specific in Linux Redhat OS and Windows 2003/2005/2008

Server environments, setup Application Server, Web Server (IIS) roles in

Server Manager on Windows Server OS specific to NCR proprietary

environments for communication between Local and Central Servers. Also

responsible for installation of SQL Server 2008 RS database on Windows

Servers and SQL scripts in database specific to setup of NCR Logix database

tables to use as tools to troubleshoot and resolve customer issues.

Document status of projects, open issues on a daily basis and keep

customers updated on issue status using BMC GEMS Remedy application, Lotus

Notes, Request Tracker and JIRA applications, complete basic Windows Server

2003/2005/2008,XP/Vista/7 Professional operating systems troubleshooting,

consistently follow up on customer issues and process new issues

independently based on company SLA regulations, run intermediate level

Linux commands on local Linux OS local servers to monitor and resolve

customer's issues, review and update company proprietary directories and

files specific to NCR proprietary software on internal labs and customer

production environments, testing and recreating customer software issues in

internal lab environments. Instruct customers on installation of Logix

proprietary software, troubleshoot software code written in the 'C' and

Java programming language, review Windows event logs, use PL/SQL and SQL

queries to troubleshoot customer SQL databases, troubleshoot Windows

Internet Information Services (IIS), troubleshoot customer network issues

using networking skills (Network Traces and IP configuration commands, ),

including asking probing questions to identify, characterize and isolate a

problem, and suggest a work-around, Work with software product developers

to assess product alterations, contribute to long term solutions, & improve

design quality, setup WebEx conferences between customers and developers,

prevent future customer issues by writing technical information documents,

proactively search for trends in product quality and system issues

Systems Analyst - (July 2009 to July 2012)

Fiserv Corporation

Responsibilities include managing, analyzing, troubleshooting and resolving

issues for Large Corporate Banking clients of the Fiserv Corporation using

SLA driven products. In my position I was responsible for monitoring and

maintaining all file processes throughout all of the systems that are

supported through our File Delivery Systems team; this includes

troubleshooting and resolving issues within our Automated Task application

used for automated file processing and also having Visual Basic knowledge

and skills to make any necessary changes to the automated task if

necessary. Monitoring all System Servers to prevent any issues with

applications related to server functionality including services, monitoring

applications and file directories. Also responsible for reviewing specific

bank transaction files if file(s) fail during processing and correcting any

errors within the file, if the banking institution allows, as well as on

the system and manually reprocessing the file to be exported to the desired

banking institution. Provide problem identification and resolutions as

necessary to all software computer services divisions pertaining to systems

performance using my experience, knowledge and skill with file formats,

file transmissions, and processing flow. Create instructional departmental

documentation for future reference and also using my overall understanding

of work flow processing and file delivery mechanisms to provide new ideas

for increased productivity of file flow processing.

Programmer Support Analyst - (January 2006 to October 2008)

Metavante Corporation

Managing, Analyzing, troubleshooting, and resolving issues for Large

Corporate Banking clients Marshall & Ilsley Corporation, Bank of the West,

BB&T Corporate banks and the S1 Corporation using proprietary Electronic

banking solution software called InterNetConnect (INC) and Emanager to

process electronic bank ACH, Wire, Transfer and Stop payment transactions

including credit, debit, payroll, tax, and other transactions based on

priority codes within Communication Service Level Agreement. Providing

Advanced professional support of INC and Emanager software applications

functional features including (Wire Draft Summary reports, Confirmation

reports, ACH Detail and Summary report, Prior and Current reports,

Available balances, ACH and Issue uploads, 729, 709, 740 EDI ACH special

reports, check images, ACH and Wire templates. Managed failed and

successfully processed bank files by using telnet commands in command

prompt and WS_FTP software to ftp files to a local workstation, pinpointing

errors within failed bank data files based on the Cash Management Balance

Reporting Specifications Technical manual, correcting the files, creating

and executing Oracle SQL queries within DB2admin Command Editor database

application to provide detailed data and spreadsheets reports for internal

and external use, working with Service Delivery team to verify file

corrections and reprocess files manually through company file processing

system using a three tier architecture of application servers, Webservers

and Node Agents. Managed External Bank customer service representatives and

support teams via phone, teleconferences, email and fax.

Technical Support Analyst -- (January 2005 to January 2006)

Harbor Payments Solutions

Analyzing, troubleshooting and resolving payment issues for billers and

aggregator customers contracted with Harbor Payments via phone, email and

fax using knowledge of Proprietary Payments Solution software and skills of

SQL command querying for internal SQL database using Microsoft SQL

Enterprise and SQL Analyzer, SQL Exec, Microsoft Excel spreadsheets, QA

testing theories and troubleshooting resolution procedures, basic level

Visual Basic scripting and JavaScript coding and Windows 98/NT/2000/XP

Operating systems. Successfully maintaining high trouble ticket loads daily

and completing pending calls with follow-up procedures when necessary.

Maintaining customer caseload in proprietary database called BillServ.

Creating Tech Notes and flow charts for Technical Support records and new

hires.

Technical Support Representative -- (August 2003 to January 2005)

Computer Generated Solutions

Troubleshooting and resolving hardware issues for IBM mobile laptop

customers and Internal Employees via phone using knowledge and skills of

repairing and/or replacement of all IBM hardware parts,Windows

98/NT/2000/XP Operating systems, IBM Software, IBM Wireless and Bluetooth

Technology, IBM Client security configuration and Windows programs.

Successfully maintaining high call volume daily and completing pending

calls with follow-up procedures when necessary. Maintaining customer case-

load in NSS, Clarify, Win batch and Lotus Databases daily.

Technical Support Representative-(August 2000 to April 2001)

Starband Communications Inc.

Troubleshooting and resolving Customer problems in a High Call volume

environment relating to Satellite Internet and Email access using knowledge

and skills relating to Satellite parameters, delays and IDs used for

routing static TCP/IP addresses, DNS Server IPs and gateway addresses

routed to Cisco-Based routing Servers Using proprietary software and

hardware on Windows 2000, NT 4.0 and 95/98 Computers. Successfully

troubleshot and resolved issues involving knowledge of Windows 2000

Professional, NT, 98, ME interfaces and MS Office 2000. Completed

installation procedures of Echostar/Dish Network Satellite Dishes and Model

180 USB Modems via phone using required knowledge of software such

Pointdish, Siebel and SAP databases and Proprietary Configuration software.

Completed customer installations via phone with Service Techs providing

specific frequencies offsets, Time slot durations, Co/Cross Polarization

info using Spectrum Analyzers and Configuration Software. Improvised and

Implemented new resolutions to resolve networking problem via USB Model 180

modem to Cisco Server Rout Successfully worked in their Large Call Center

atmosphere with an average of twenty-five to thirty calls individually on a

daily basis.

Technical Support Analyst - (May 1997 to August 2000)

T/R Systems Inc., Norcross, GA

Analyzed, troubleshot and resolved technical problems using knowledge and

skills of Macintosh operating system, DOS and Windows NT, 98/95, NOVELL,

UNIX operating systems and proprietary software on Windows NT/2000 client-

server based systems as well as T/R's EPRESS software for connectivity to

the Internet. Utilizing skills in application software such MS Word, MS

Excel and QuarkXPress and computer hardware to support customers in the

United States and Europe via phone, e-mail and fax.

Desktop support consisted of Hardware troubleshooting, repair and

replacement of 266/400/500mghz systems with Pentium processors,

reinstalling network operating systems and establishing network

connectivity after system crashes. Repairing and troubleshooting printers

(including Canon, Hewlett Packard, Fujitsu, Minolta and Mita engines).

Setup and configuring SCSI drivers, SCSI Controllers, partitioning hard-

drives, installing Intel Pentium II and III processors

Created Technical Support Tech Notes for newly hired Technical Support

Representatives. Also instructed new employees on troubleshooting,

operating and resolving issues regarding Proprietary software and hardware.

QA Tested pre-release upgrade software for glitches or bugs. Also found

bugs to correct and or modify.

Completed modifications on various versions of upgrade proprietary software

successfully completing on-site installations of new Windows-Based Company

Proprietary Systems for various customers

ACCOMPLISHMENTS

Professional Accomplishments - Completed successful installations of T/R

Systems Cluster Printing Systems. Utilized skills to successfully

troubleshoot and resolve customer'sE software and hardware problems on

site, activated inactive networks at various customer sites.

Military Accomplishments - Successfully supervised and accounted for over 1

million dollars worth of military equipment, received achievement medals

for outstanding service and accomplishments on the job, achieved award for

soldier of the month and received an honorable discharge with honorable

service.

Humanitarian Accomplishments - Completed various community volunteer

programs while working with senior citizens and beautification projects as

a member of the Hands on Atlanta volunteer program

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