Technical Support Software

Roland A. Faulhaber Jr.

Memphis, TN

Cell 901-***-**** Home 901-***-**** ********@*****.***

PROFESSIONAL PROFILE

Results-driven Software Trainer/Technical Support Representative offering 15+ years of successful training and technical support experience in various computer technology positions in various industries. Outstanding communication skills with ability to build a rapport with customers and fellow employees of all levels. Strong problem solving, analytical, and decision-making skills. Recognized by all employers as a good technical resource and problem solver of internal computer PC and software issues.

Programming Languages

Visual Basic 6

Visual Basic.Net

Active Server Pages

C#.Net

PHP

HTML/CSS

WPF

Java

Server Technologies

IIS

Apache

MySQL

MS SQL Server

File Transfer Protocol

Software Experience

Microsoft Office Suite

Microsoft Windows 9x/XP/7

Microsoft Visio

Microsoft Access 97-2013

Microsoft Visual Studio

Crystal Reports

WebEx

PROFESSIONAL EXPERIENCE

RIB MC2, Memphis, TN (multiple positions) 2000 – 2014

Software Trainer for company on proprietary software packages. Delivered preliminary and post technical training to a global audience.

-Representative Accomplishments & Contributions

Train customers both onsite and offsite to improve technical knowledge of software.

Develop technical training documentation for basic, advanced and administrative users.

Introduced a structured software training methodology to improve customer knowledge and workflow efficiency.

Provide advance technical support for level I technical support staff.

Design, develop and successfully deploy Microsoft Active Server Page solution to handwritten training evaluations.

Provide follow-up training using web conferencing software and Voice over IP.

Design and develop yearly conference class handouts using Microsoft Word and Microsoft PowerPoint.

Develop and present yearly conference seminars to improve knowledge of software functionality and enhancements.

Conduct ongoing software quality assurance tests on existing software functionality and new enhancements.

Escalate software issues to programming department.

Software Technician for company providing software development to the services department. Deliver technical programming solutions to enhance service collaboration with customers. Work closely with services department to develop workshop documentation per individual client specifications.

-Representative Accomplishments & Contributions

Design, develop and implement utility programs to exchange data between Microsoft Excel and Microsoft Access using Visual Basic 6 and ActiveX Data Objects.

Design, develop and implement custom Microsoft Excel solution to create a custom pivot table report from exported Access data. Technology used was Visual Basic for Applications.

Design, develop and implement a custom solution to extract Microsoft Access database data and place it in to a customer legacy Excel Workbook.

Design, develop and implement a utility program for technical support to find and correct null values in Microsoft Access database using Visual Basic 6.

Create Microsoft Visio drawings to reflect Value Engineering diagrams from services department.

Create custom workshop reports using Microsoft Word.

Conduct ongoing software quality assurance tests on existing software functionality and new enhancements.

Escalate software issues to programming department.

Design and develop yearly conference class handouts using Microsoft Word and Microsoft PowerPoint.

Develop and present yearly conference seminars to improve knowledge of software functionality and enhancements.

Technical Support Representative for company providing software technical support to customers nationwide. Deliver excellent support and in-depth answers for customers calling about technical issues with the software.

-Representative Accomplishments & Contributions

Quick and timely response to receptionist technical support request call queue.

Determine severity level of software issue and escalate as necessary.

Email technical training documentation to customer for enhanced software experience.

Collaborate with programming as to proper functionality of software and relate collaboration efforts to customers.

Develop yearly conference handouts using Microsoft Word and Microsoft PowerPoint.

Develop and present yearly conference seminars to improve knowledge of software functionality and enhancements.

Conducted ongoing software quality assurance tests on existing software functionality and new enhancements.

Escalate software issues to programming department.

Hunter Fan Company, Memphis, TN 1997 – 2000

Technical Support Representative for company providing support to customers nationwide.

Provided phone support to customers with Hunter Fan products; ceiling fans, humidifiers, air humidifiers, and air condition / heating thermostats. Answered customer product inquiries and fulfilled product accessory orders. Assisted customers with ceiling fan and thermostat installation problems or questions.

-Representative Accomplishments & Contributions

Answered calls from an automatic call distribution system set up as a Simultaneous Call Distribution queue.

Maintained an 80% - 90%+ average handle time (AHT) per week.

Provided superior communication skills as a representative of the company.

Maintained on time work ethic.

Developed handle time methodology to satisfy customer needs and close out call to prevent After Call Work (ACW) time.

EDUCATION

Briarcrest 1980-1984 GED

Southwest Tennessee Community College 1984-Present Major: Information Technology

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