Technical Support Analyst

LIMON ROBERTSON

**** ******** ****, ****#*** Plano, TX 75093 817-***-**** *******@*****.***

Technical Support Analyst

“Manage multiple tasks and adhere to established service levels”

Technical Support Specialist with an extensive background, handling day-to-day and special project technical support for both internal customers, and external sites. Provide second level and escalation tiered technical support for PC applications, client workstation software, and multiple operating system software programs; including: problem recognition, research, and resolution steps. Experience with high volume support and adapting to rapidly growing and changing environments. Quickly adaptable to add value and implement new technologies and skills toward improving better quality for overall productivity.

VPN

Primary & Backup Domains

Windows NT

ASP

Technical Phone Support

Terminal Server

Citrix Administration

User Management

Windows 2000

Server Support

Troubleshooting

IBM Thin Client

Citrix

Reporting

Citrix Winframe/Metaframe

Database

Windows 7

NCD Wincenter

Exchange

Windows XP

Customer Service

Technical Skills

Application Software: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Access, Windows 95/98/NT/XP/Windows 7, Lotus SmartSuite, Lotus Notes/Domino, Lotus 1-2-3, PowerPro, Freelance Graphics, Medevolve Medical Software, Clearview TSS,

IBM Software: IBM Host on Demand, IBM Personal Communications, IBM Communications Server, IBM Screen Customizer, IBM Host Publisher

Other Software: CRM Siebel ebusiness 2000, Avaya CentreVu IP Agent, ReqCat Web, Citrix MetaFrame, OS/2, Payroll Systems, SAP ERP, Bomgar, Go to Meeting, Go to Assist, CA Service Desk, High Touch

Data Entry: 50 wpm, 10-key by touch (15,000 ksph)

Professional Experience

Agency Consulting, Short Term Assignments:

Robert Half Technology Technical Support 05/18/2015 – 05/22/2015

Computer Hardware Technical Support

WattStopper-Volt Workforce Solutions Technical Analyst 01/27/2015 – 03/12/2015

Technical Support, Hardware, Software, Networking

Empire Petroleum Partners -Anistar Technolgies Agency Technical Analyst 12/01/2014 – 01/21/2015

Technical Support, Hardware, Software, Networking

Rent a Center Inc., Plano TX Jan 2013–Oct 2014

Field Support Analyst II

Senior Analyst for Technical Solutions team, Rent a Center Inc. Field Support Center.

Analyze, diagnose, and resolve issues reported by Field and Store employees as well as Headquarters staff.

Resolve issues in a timely manner using phone, email, and remote support software.

Document, track, and manage reported issues using Service Now call tracking software.

Access remote workstations, install software, uninstall software, perform updates, and resolve training and user work day issues with Bomgar remote access software.

Maintain up to date understanding of current company policy and practices to be adhered to when dealing with company employees, hardware and software.

API Healthcare (formerly Clearview Staffing Software), Addison TX July 2007-June 2012

Technical Support

Technical Support- Web Based Staffing Software. Features include order entry, Temp and Client profiles, Temp Scheduling, Accounting, Reporting, User Management, and Mass Communications.

Technical support for recruiting software that included: setups for candidates, applications templates, testing, skill assessment, and information export to companion software.

Support ticket-tracking system.

Coordinated with development team and management; resolving customer and support issues.

Insured smooth integration during “go live” periods, providing on site customer support for new customers.

Managed data to maintain accurate and complete records of calls received, and updated records upon successful resolution to support issues and users notified.

Using complex reporting system, manipulated filters to extract specific information to compile and create the required report. System could produce reports ranging from standard file data exports to reporting on and tracking Compliance. Data included annual licensing/Certification, expiration dates, completion dates, profitability reporting, staffing by day, week, person, temp search by certification/specialty, etc.

Data Analysis using Payroll or Billing Systems from the initial input of the order, the rate, the temp, through the timecard entry and paying/billing of the shift. Issues included data entry, reconciliation, rate changes, shift differentials, and specific facility assignment. Analysis would determine if the issue stemmed from human error vs. a system defect.

Through experiences, maintained technical knowledge of relevant product offerings and support policies to provide valuable solutions to customers.

Mednetworx (Medical IT), Dallas, TX July 2006–July 2007

Technical Support/Help Desk

Citrix Based Platform Help Desk Support for an Application Service Provider, including monitoring all VPN Sites, Server Support including Citrix, Database, Exchange, Primary and Backup domain controllers.

Citrix administration including published applications, web applications, printer installations and management.

Installation of workstations both on-site and remotely.

Processed inbound help-desk requests received via telephone, e-mail, and the self-service ticketing system.

Resolved escalated issues remotely and provided support via Net Meeting, VNC, and PC Connect.

Supported resolutions for PPMS Systems including Medevolve Eceno, Allscripts PM, Touchworks and Nterprise.

Configured desktop and laptop systems per company requirements.

Performed computer remedial and preventative maintenance.

ACS (Affiliated Computer Services) 2005–2006

Payroll Specialist

Managed and produced reports for multiple company payrolls.

Coordinated payroll adjustments between payroll dept management and processors.

Coordinated with processors in completing adjustments.

Tested new client setup and software upgrades.

FIRST AMERICAN FINANCIAL, Dallas, TX 2003-2005

Tax Outsourcing Specialist

Supported M&T Mortgage B Service (Non Escrow) tax outsourcing teams.

Communicated with taxing authorities regarding homeowners’ property taxes.

Set up and managed tax payments using First American and M&T computer software systems.

Researched and corrected mortgage tax problems and delinquencies.

EXEL LOGISTICS (Contracted through Adecco), Irving, TX 2002-2003

Warehouse Inventory Coordinator (Nokia Hardware Services Account)

Managed warehouse inventory utilizing Excel spreadsheets.

Updated inventory, receive ship logs from Nokia, process all ship requests, using Nokia MLS software.

Coordinated shipping and inventory issues directly with Nokia employees.

IBM (Contracted through Decision Consultants Inc.), Dallas, TX 2000-2002

Technical Specialist

IBM Business Connect products Technical Support for IBM Sales, Business Partners, and Customers.

Products included IBM Host on Demand, IBM Personal Communications, IBM Communications Server, IBM Screen Customizer, IBM Host Publisher, SAP, and Secureway Firewall.

Assisted with designing solutions remotely, providing technical information and recommendations, sizing and configuring solution options, providing information on product function and capability, and assisted with RFP responses.

IBM (Contracted through IntelliMark IT Solutions), Dallas, TX 1996-2000

Technical Specialist

Responsible for installation, migration, upgrade, network and adjoining junction connectivity, sharing system resources, integration of existing networks, telephone support, technical writing, and internal customer demonstrations.

Installation, trouble shooting, application integration, and customer rollouts for Winframe/Wincenter for Windows NT 3.51, Metaframe for Terminal Server, and Metaframe for Windows 2000 Terminal Services.

Team integration for ATS Beta testing for Metaframe compatibility with Windows 2000 on Netfinity Servers.

Developed competitive analysis for IBM Thin Client/Windows Based Terminal and the Wyse Winterm. Provided written documentation of results, technical writing, and participated in Product Team planning and strategy sessions.

Set up customer pilots, handled customer critical situations, and participated in design reviews, rollout planning, beta testing and competitive analysis.

Education

Henderson State University, Business Management/English (79 credit hours)

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