Customer Service Help Desk

Bradford F. Burke

**** ********* ****., **********, ** 19802

Cell: 302-***-****

Email: ******@*******.***

Professional Experience

ACT Generation, Wilmington, DE April 2016 – Present

Help Desk Analyst Level 1

Oversee the daily performance of computer systems

Provide technology support services through telephone, email and face-to-face contact

Observe hardware and software functioning to verify correct operations and detect errors

Assemble hardware and install or uninstall software as needed

Set up equipment for employee use and ensure proper installation of cables, operating systems, and appropriate software

Troubleshoot computer hardware and software problems

Recover any lost or accidentally deleted data

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities

Torch Digital, New York, NY October 2015 – Present

Remote Software Beta Tester

QA for educational software

Generate weekly bug report sent to developers for resolving issues

Interface with developers to discuss issues

Retesting after developer resolves issues

Comcast Channel 28 Community Television, Wilmington, DE June 2015 – March 2016

Volunteer IT Analyst

Assisted with the production of local television programming

Evaluated software packages for facility scheduling

Resolved PC support issues and maintained quality control for inventory

Reconfigured and resolved network routing issues

Primary Care Giver, Stony Brook, NY June 2009 - January 2015

Served as the primary care giver through P.O.A. for a chronically ill family member

Managed financial document statements and estate

Arranged daily transportation for medical care and general affairs

Property Manager, Tampa, FL January 2005 - May 2009

Managed rental property in Tampa, FL

Weichert, Realtors, Jersey City, NJ August 2003 - September 2004

Sales Associate

Hosted open houses for condominiums, as well as 1, 2, and 3 family houses

Researched listings using MLS query and reporting tools, while becoming familiar with the market

Viacom/MTV Networks, New York, NY June 1997 - December 2001

Director, Applications Development

Responsible for the planning, budgeting, development, implementation, and support of all IT applications for Production and Operations related departments at MTV Networks and Showtime Networks.

Managed a team of full time staff employees and consultants responsible for staff development, including training programs, performance goals, and evaluation.

Managed all aspects of vendor relations including development and evaluation of Requests for Proposals (RFP’s) for both hardware and software projects.

Working with Viacom Legal, negotiated costs and terms for vendors, saving the company over $100,000 in software maintenance agreements in the process

Facilitated the analysis, design, development and implementation of a Library management and research system, ALAIS, to catalog and track over 750,000 videotapes and other media throughout MTV Networks' locations nationwide.

Project Leader, promoted to Project Manager September 1992 - May 1997

Responsible for the analysis, development, implementation, and support of all Affiliate Sales and Marketing IT applications for MTV Networks.

Managed a team of full time staff employees and consultants, responsible for staff development, including training programs, performance goals, and evaluation.

Managed vendor relations including development of Requests for Proposals and negotiated rates for consulting resources.

Programmer/Analyst, promoted to Senior Programmer/Analyst November 1987 - March 1992

Participated, with Price Waterhouse, in the full life cycle redevelopment of MTV Networks’ Affiliate Sales and Marketing support system, including preparing analysis and design documentation.

Led conversion effort for CALLTRAK database from Wang VS to AS/400. Developed data mapping documents, test scripts and verification reports. Supervised the development and execution of conversion programs.

Scheffelin and Somerset, New York, NY September 1986 - October 1987

Programmer

Responsible for the maintenance, enhancement and support of Marketing applications

Enhanced several input screens and reports to support business acquisition of additional brands

Assisted in system operations on Wang VS300 system. Assisted in roll out and testing of new operating system releases

Technology Experience

Hardware: Desktop and laptop PC and Apple computers, Scanners, Dell and HP Servers, SQL Servers, S.G.I.,QTV Teleprompter, Laser Printers

Software: Windows XP/Vista/7/10/ MS Office Suite, Visio, MS Exchange, MS ASP, MS SQL Server, Oracle, Mac OS X, Studio Central, HTML, Novell Netware 3.0, ScheduALL, AvStar, VisualMax, AS/400 Query, RPG

Education

Rose Hill Community Training Center, New Castle, DE September 2015 – December 2015

Customer Service Representative/IT Help Desk Training

Participated in Department of Labor funded occupational skills training program for Customer Service and IT Help Desk training.

Completed CSR certification

Completed IC3, Internet and computing core certification.

York College of Pennsylvania, York, PA Graduated May 1986

B.S., Computer Information Systems GPA: 3.62 Magna Cum. Lade

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