Technical Support Customer Service

Jake M. Ralston

**** *. ********* **. * Rogers, AR l 417-***-**** l *********@*****.***

Objective:

To further my understanding and quality implementation of company processes in a hard working team based structure, in which the position I fill plays an important part to the overall company development.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems and languages.

Able to communicate effectively with people from a varying degree of backgrounds in technology.

Education

University of Arkansas – Fayetteville, AR, 9/25/2007 – 12/9/2009

Sought B.S. in Computer Engineering l GPA: 3.0/4.0

Missouri Southern State University – Joplin MO, 1/2010 – 05/2012

B.S. in Computer Information Systems l GPA: 3.4/4.0(3.9/4.0 with credits at MSSU)

Earned the Honors Convocation Award for my performance in CIS

Accepted into the Professional Master’s Program for Information Systems at the University of Arkansas

Technology Summary

Systems: UNIX, Windows XP/Vista/7/10, Mac OS Languages: ABAP, VB, VC#, Ruby, Java

Databases: MS SQL, MS Access Software: MS Visio/Excel/Office/PowerPoint, SAP

Work Experience

Tyson Foods – Springdale, AR

Programmer/Analyst: (June 2012 – Current)

oProject/Support based position developing and managing applications for the IS Trade team.

oHave had a major impact on multiple teams, including purchase to pay and business intelligence.

oExcel in providing support and mentoring to business customers and fellow employees.

oWear many hats within the business as developer, analyst, mentor, and project manager.

oActed as lead technical analyst for a third party web vendor installation (Taulia).

oPrimary developer of BI reporting during massive CORE project which involved consolidating all financial reporting under one roof. My contributions pushed the project to meet deadlines and give additional time to rework problem areas and apply creative solutions to difficult requirements. Quickly became familiar with BI reporting tools such as BEX, WEBI, Analysis for OLAP/Office and was point person to help mentor others. My team was the only one to adequately meet the high demands of the business and supply a reporting solution within the given timeline.

Missouri Southern State University – Joplin, MO

IT Student Tech: (January 2010 – September 2010 & August 2011 – May 2012)

oSelf-driven job that managed several different areas of IT including general tech support, computer repair, and networking issues using the Novell client and ZenWorks.

oWorked individually as well as with a team of other techs to take on issues.

oWorked with customers on a daily basis to analyze and fix problems.

oSet up entire computer labs of up to 100 machines and imaged them with pre-built batch processes

oDeveloped high quality solutions to a varying range of projects.

STORM Staffing Services – Joplin, MO

IT Inventory Manager: (May 2011 – July 2011)

oShort term contract job working under a debris removal monitoring company called Transport Tracking

oWorked out at debris dump sites setting up and breaking down tablet computers and printers. I stayed within range in order to provide training and technical support.

oMost time was spent at the headquarters where I had a list of responsibilities:

Tracked all devices being checked in and out daily that include: mobile phones, mobile Bluetooth printers, TDSR printers, and tablets. Tracking was done through the use of an excel sheet I designed that assigned employee ID’s to devices being used.

Tracked inventory such as printer paper, printer ribbons, and ID cards and put in requests when supplies were limited.

Set up the network for the offices used by both the Transport Tracking office and Phillips and Jordan and provided technical support when problems occurred.

Provided over the phone technical support to workers out in the field and would drive out to replace devices as necessary.

In charge of all the mobile phones and had to build their OS according to what it would be used for.

Trained groups of field workers from various backgrounds on how to properly use the phone and mobile Bluetooth printer.

Used the STORM ADMS system to develop daily reports that were emailed to management and to detect errors in tickets that were printed.

Put in data for each hired worker and debris removal vehicle and made ID badges and vehicle badges that had picture and number identification.

Tradehome Shoe Stores – Joplin, MO

Sales Representative: (November 2010 – May 2011)

oCompetitive commission based sales job providing quality customer service and inventory management.

oWorked with customers by approaching and using open probe questions to find their needs and then pulling out many products to match what they would want.

oLearned about all inventory in order to effectively answer questions and describe all features of the products.

oWorked in the back taking shipments and properly organizing inventory to make it quick and easy to pull out a product for customers.

References – available upon request

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