Senior Technical Support Engineer

Miguel Guilfuchi

* **** **** *****, ******, NJ **065

201-***-**** ******.*********@*****.***

Linkedin: https://www.linkedin.com/in/miguelguilfuchi

INFORMATION TECHNOLOGY SPECIALIST

Self-directed and solutions-driven IT specialist with over14 years of professional experience in desktop support, quality assurance and software development. Well versed in database modification, as well as operating systems, applications and hardware, with a proven ability to master new tools and systematic changes expeditiously. Moreover, is adept at articulating concepts to users of varying technical understanding, with an objective to seek lasting resolution and operative functionality.

Technical Competencies

Operating Systems: Windows Server 2003/XP/Vista/7-10, Linux, Mac OS, MS-Dos

Languages: HTML5, JavaScript, CSS3, PHP, Ruby on Rails, SQL, Visual FoxPro, Oracle

Tools: GoToMeeting, Timeviewer, LogMeIn, Jira, Microsoft Office, Active Directory, SharePoint, FrontPage, Lotus Notes,

Photoshop, Dreamweaver, Remote Desktop, SQL Management Studio, FileZilla, Notepad++, Adobe Photoshop, Adobe Audition, Help Desk Authority, Max Agent, Skype for Business

Professional Experience

Freestyle Solutions, Parsippany, New Jersey Oct 11-Current

Senior Technical Support Engineer/SQL Specialist/Quality Assurance

Supporting a Multi-Channel e-Commerce Order Management Software called Multi-Channel Order Manager.

Modifying, querying and maintaining database records using SQL and Visual FoxPro scripts.

Customizing websites using HTML and CSS for an e-Commerce platform called Sitelink

Quality assurance testing for a new e-commerce cloud system called Freestyle.

Creating knowledgebase articles for staff and end-user reference and education.

Migrated over 1000 websites to a new server for AWS Database Migration.

Assessing for bugs and functionality improvements for Multi-Channel Order Manager.

Handled Level 2 and/or 3 Escalations for complex software and database issues via email, phone and digital media.

Monthly Award Recipient for highest volume of tickets resolved and quality control.

Bmobilized, New York, New York Apr 09-Sept 11

Mobile Web Developer/Technical Support II

Custom layout/styling using HTML5, CSS3, JS for mobile optimization of over 100 new or existing websites.

Technical assistance via email, phone, digital media and face-to-face meetings with customers and partners.

Evaluated source codes to ensure proper format and feasibility of existing desktop sites for all devices.

Coordinated contractual agreements with Sales on behalf of potential clients for forthcoming services.

Trained management, partners, customers and employees on Salesforce CRM and platform infrastructure.

Collaborated directly with back-end developers on fine-tuning the Mobile Engine and ACI (Automatic Content Identifier) to improve platform functionality and dynamic content integration.

VeriFone, Clearwater, Florida Jan 02-Mar 09 Technical Support Engineer II

Supported software called PC Charge in a desktop environment for small to medium-sized businesses.

1st and 2nd Level technical assistance for software/hardware terminals such as Nurit, Core, Gemreg, Petro, Ruby and Oracle.

Assisted clients in TCP/IP configurations for proper connectivity of wireless capable or network-wired POS terminals for deposits and/or transactions.

Supported several departments with various requests from management and their customers to increase systematic throughput.

Incentive Award Winner for the highest production stats within the entire company for all departments.

Education

Hillsborough Community College – Tampa, Florida 2002-2004

Associates of Science – Computer Science/Business Management

Hofstra University – Hempstead, New York 2001-2002 Computer Science – College Credits

Certification

CompTIA A+ 2004

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