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Technical Support

Location:
Marietta, GA
Salary:
$50,000
Posted:
April 30, 2014

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Resume:

Lindsay Hammett

*** ******** ****, *** ***

Marietta, GA 30067

678-***-****

acdxe2@r.postjobfree.com

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



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