Technical Support Manager

DEBORAH A. VILCHEZ

** *********** *** ********, ** 07627

PHONE 201-***-**** E-MAIL: *************@*****.***

O BJECTIVE

Detail-oriented and highly motivated professional seeking employment w ithin an established company, where

expertise in technical support & customer advocacy can be utilized in elevating the performance and efficiency of

everyday workflow .

PROFESSIONAL EXPERIENCE

E ricom Software, Closter NJ 2/11 – 11/14

Technical Support Analyst / Customer Advocacy

Managed, d elegated among support team, and tracked all technical support issues in Pivotal tracking d ata base.

Prioritized and escalated calls to the appropriate QA or R&D groups.

Respo nsible for providing desktop hardware/software installation & u pgrades, as well as connectivity support

for end users ; trouble shot technical problems & handled questions on a variety of platforms and applications.

Provided first an d second level problem analysis & resolution for Ericom Software products via email, web,

and telephone correspondence.

Performed testing and quality assurance for Ericom Software product releases.

Saint Peter’s University Hospital, New Brunswick NJ 9/09 – 5/12

Desktop Support Analyst

Provided d esktop hardware, software, and connectivity support for end users.

Assisted end users as well as other IT staff in processing department request s for moving, installing, and /or

changing computer equipment.

Troublesho t various applications with the use of a knowledge-base and assign ed extensive issues to the

appropriate support group, as needed.

Hanover Direct, Weehawken NJ 11/06 – 1/09

Desktop Support Analyst

Provided d esktop hardware, software, and connectivity su pport for end users; troublesho t problems and

handled questions on a variety of platforms and applications corporate wide – NJ, PA, VA, WI, China.

Represented IT as point of contact to end users; assisted oth er IT staff in processing department requests for

m oving, installing, and changing computer equipment.

Administration of NT s ervers and work stations. Added & modified u ser accounts and group directory on all

permission levels.

PR Newswire, Jersey City NJ 2000 - 2003

Configuration Analyst

Administered PVCS Version Manager and PVCS Tracker configuration management software products to

control all aspects of the development lifecycle.

Trained users on PVCS Version Manager and Tracker data base in classroom settings.

Setup workstations, created all user guides, presentations, training schedules, and facilitated training sessions .

Quality Control Analyst

Planned, defined, and conducted system & u ser acceptance testing for assigned applications.

W rote detailed test cases and test plans to ensure applications were correctly developed prior to product

release; W rote user manuals for various applications.

EDUCATION

A vtech Institute of Technology, Fairfield, NJ 2/2015- Present

Completed courses in PMP, Microsoft Windows, & Quality Assurance

A vtech Institute of Technology, Fairfield, NJ 1/10 – 7/ 10

Completed courses in network technology

Computer Learning Center, Inc., Paramus NJ 1999 - 2000

Completed courses in Network Technology; Certified as Comp TIA A+ Technician

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