Technical Support
Resume:
Lindsay Hammett
Marietta, GA 30067
*********@***.***
Objective
High performing, detail oriented, network analyst with strong customer
service and team oriented background seeking position utilizing skills such
as network configuration and maintenance, software installation and
upgrade, troubleshooting, and providing technical support in a fast pace
environment.
Professional Experience
Sr. Technical Support Analyst
September 2009 - Present
Aarons Rents Inc., Kennesaw, GA
Provide technical support on all systems for 2200 retail stores to include
managing overflow call center volume, system support and network
configuration, troubleshooting and support.
Service the inquiries of Aaron's store personnel including password resets,
creating logins, system reset and troubleshooting system failure.
Resolve issues within Aarons POS (Point of Sale) system.
Install and configure local and network printers, new software, and provide
support for both.
Set up and train new users on VPN access.
Proactively fixing failed data updates that have occurred in stores.
Provide end user and back-end support for database and application issues
via Microsoft Access and Microsoft SQL.
Create Select, Update, Delete, and Insert queries using SQL via SQL Server
Management System.
Execute SQL stored procedures to correct system wide concerns, Ex. the
researching and applying of missing customer payments and store profit and
loss report correction.
Facilitate server reboots, workstation configuration, and store system
upgrades.
Create and manage help desk tickets through emails and online chat and
reroute to proper departments.
Excel in all performance metrics including average talk time and other call
goals and support task goals.
IT Support Group Technician April 2001 -
January 2009
Ista North America, Alpharetta, GA
Operate high volume support desk responsible for troubleshooting and
resolving technical failures for internal and external customers.
Provide end user and back-end support for database and application issues
via Microsoft Access and Microsoft SQL.
Create Select, Update, Delete, and Insert queries using Microsoft Access
and SQL.
Execute SQL stored procedures to correct system wide concerns, Ex. customer
utility bill formatting.
Assist Quality Assurance (QA) with software testing of new .NET billing
platform including the training and transferring of existing clients from E-
mail and Excel billing to new billing platform.
Create QA test cases based on software functionality and load tested
software once verified.
Facilitate training of new support technicians and successfully deployed
new on-boarding process.
Technical Experience
Certified: CompTia A+ In Progress: CCNA and Linux +
Language proficient in: HTML and SQL
Education
Southern Polytechnic, Marietta, GA
Accredited courses towards Bachelor of Science in Computer Information
Contact this candidate