Technical Support Customer Service

Doug Michaud

Raleigh, North Carolina ● 919-***-**** ● **********@*****.***

Summary

Solution focused, results oriented Information Systems Professional. Experience and background in system support, troubleshooting, administration, and software implementation. Critical thinker who addresses support issues quickly and purposefully. Team player striving for excellence.

Experience

SoftPro - Industry leader in real estate closing and title insurance software Technical Support Analyst

06.2015 to Present

Worked as part of team providing technical support and administration for customer's of SoftPro's suite of classic products during the government mandated TRID conversion. Provided a high level of customer service during daily customer interaction. Working primarily in windows server (2012, 2008) and terminal server environments, regular duties include Server/Client software installation and updates, SQL and Access database migration, SQL Studio Management installation, ODBC configuration, Drive Mapping, Windows installer troubleshooting, migration and backup of sensitive financial data, as well as Tier 2 Technical support. Recognized with award in August of 2015 for excellent attention to detail. Harbortouch - Provider of POS hardware, software, and transaction processing systems Technical Support Representative

03.2015-06.2015

First line of technical support for 150,000 merchants utilizing windows and android based point of sale systems. Troubleshot a range of technical issues including hardware and software issues, as well as connectivity issues. Regular tasks included server/client software configuration, network device set up, printer and peripheral configuration, backing up, repairing, and restoring databases in SQL Studio Management, configuring TSYS and Paymentech front end processing parameters. Proven success in a high volume 24x7 call center. Certifications

CompTIA A+, Network+, and Security+ Certified through 2018 Actively Pursuing MCSA: SQL Server 2012

Education

B.S. Business Mgmt and Computer Information Systems Barton College ● Wilson, NC ● Recipient of the Presidential Academic Scholarship

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