Technical Support Software

Allen Kresge

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

Midlothian, Texas 76065

469-***-****

TECHNICAL SUMMARY

. Operating Systems include WIN 98, 2000, XP, NT, Windows 7, Windows

*, *********

. Networking products: Novell 3.0, Novell 4.0 VPN.

. Office Products: Microsoft Office Suite, Internet Explorer, Outlook,

. Other Modules Supported: Lotus Notes, Seibel, Remedy, TCP/IP, DNS

. Companies proprietary application software

Teletech Inc - Technical Support Analyst

2014

. Provided proprietary product application support for Intuit TurboTax

clients

Dealertrack, Inc.- Client Services Analyst

2010-2013

. Provided proprietary application support automotive industry clients

. Demonstrated advanced "user-level" knowledge of computer technology

and computer operating systems as evidenced by navigation to web

addresses, management of Internet security and user names and

passwords for multiple sites.

. Documented troubleshooting steps in proprietary applications on each

client inquiry

. Research client's requests to improve the existing features of the

proprietary software.

. Resolved technical applications through remote sharing link

. Recognized as agent of the month during year 2012

Accenture- Technical Analyst 2006 -2009

. Provided technical support through web-based applications for the

state and the U.S. government.

. Escalated to Tier 2 group major technical issues for review and

resolution.

. Managed, installed, and uninstalled application programs and software.

. Assisted clients with computer technical issues and acted as first

point of contact for software issues.

. Read technical manuals, confers with users, and conducts computer

diagnostics to determine nature of problems and provide technical

assistance

. Received recognition for consistent quality of calls in a contact

center on 3 different client contracts

Telvista Corp-Technical Analyst 2005-2006

. Supported external, end-users with hardware, software, and/or

Basic networking related issues.

. Resolved over 95% of technical issues in a call center environment and

acted as a first point of contact for technical, software issues.

. Coached call center agents in order to meet high quality standards.

. Exceeded coaching quotas by 20% each day..

. Established new guidelines for improving quality standards in the call

center.

Education

Sam Houston State University

B.S. in Photography

Richland College Computer

Science

Military Experience

U.S Army-Honorable Discharge

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