Customer Service Technical Support

EDWARD O. OPENE

**** ******** ***

CONLEY GA ****8

TEL: 404-***-****

******@*****.***

Accomplished Senior Help Desk professional with 10+ years experience in Computer Operations, Technical and Help Desk support.

8 years of progressive computer/network operations experience in large global data centers with mixed computing environment including UNIX, Linux, Windows and interconnected mainframe.

7 years providing Help Desk support to tens of thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.

Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

SKILLS: UNIX support/ application support, Windows 2003 & 2008 support, Mainframe and network support.

Other Skills/ Languages: Java, C, C++, TCP/IP, DNS, DMZ, Firewall, Client/Server, Encryption, .Net, VAX/VMS, operation systems, UNIX, Oracle, Sybase, DB2, INGRES; Pascal, Assembly, SQL, FoxPro, Visual Basic. AS 400, MS Office, Windows, UNIX, Mainframe. HTML, XHTML, DHTML, JSP, Servlets, JavaScript, IBM HTTP Server, J2EE, Web Container.

Team player: Motivated, energetic individual with excellent communication skills.

POSITION OBJECTIVE

Seeking a position in Technical Support/ Help Desk Support with a reputable Company

EXPERIENCE

08/2010 to present: COMPUTER GENERATED SOLUTIONS Inc.

Senior Technical Support Engineer

Support aDs client/server Point-of-Sale application written in Java/ Visual C++ and .net by NCR for Tropical market stores. It runs on Solaris, Red hat, AIX, HP_UX and windows 2003 and 2008. Create Cases and troubleshooting Corporate Systems.

Uploading TAR Patches/ Fixes for unity Client/ Server retail application on Windows/ UNIX platform.

Installed and configurations of Solaris, AIX, Red hat and Windows 2003 and 2008 with aDS -in-store applications, like markdowns, inventory control, PLU's etc. REM appplication, has family of host solutions, e.g. file transfer, trickle transmit, credit authorization and data collect. Using Remedy for ticket/ tracking.

08/2006 to 07/2010: PITNEY BOWES

Software Support/ Verification Engineer

Worked in a product verification computer lab, testing company products and simulating real world scenarios.

Mainly involved in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, and Open System to Mainframe connectivity products.

Controlled product releases while working with hardware and software engineers.

Produced technical documentation for customers and customer service.

Provided group leadership on many projects. Trained on most OS s including NT, AIX, HP-UX, Solaris, OS/2, Win9X, DOS, Unix, MVS, VTAM, VM, Novell.

Tested most LAN topologies including TCP/IP, IPX/SPX, and NETBIOS.

05/2002 to 07/2006: EVER GREENS Inc.

Product Support Engineer

Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.

Provided telephone and e-mail technical support follow-up, recommending purchases as required.

Built and customized computers for clientele.

Installed firewalls, virus software, and removed Spyware/Malware.

02/98 to 5/2002 Wang Global, Smyrna GA

Help Desk Analyst

Responded to Technical telephone calls from customers, handling 30+ inbound calls a day.

Removed and reinstalled proprietary software for all Packard Bell and NEC residential computer lines.

Provided both levels I and II Technical support for all vendor’s lines.

01/97 TO 01/98 World Span Inc

Database Analyst.

Use of Microsoft Access to maintain database.

Repair, replication, and import/export data, create tables and write reports, FORMS and Queries.

01/96 to 1/97 Trans Quest Inc.

UNIX Computer Operator

Monitor jobs running AIX, execute production jobs, load and unload data tape, transmit electronic transmission using dial-up software.

Monitor software and hardware performance and ensure accurate completion in a timely manner, ensure production schedules

Daily cleaning troubleshootjob problems and failures and back up.

10/93 to 01/96 Tasty Ice Cream Company.

UNIX Help Support/ PC LAN Support.

Hands-on experience with PC/Network hardware and software.

This is in Novell, Ethernet, and Windows environment, online manual, mail, script program, Email, token ring, user file, and good customer service skills,excellent oral and written communication, good troubleshooting.

01/91 to 09/93 Clark Atlanta University.

Graduate Teaching Assistant.

Served primarily as computer teaching assistant. Teaching has provided the operating systems hands-on experience needed in a business environment also system software function which includes:

Teaching computer languages, ensuring efficient operation of

Client Server, UNIX, Windows, MainframeVAXVMS 11/780 system

Backing up and saving files, tutoring student in C and Pascal computer languages; also computer programming for the university.

EDUCATION

May 1994 Master Degree in computer Science, Clark Atlanta University, Atlanta GA.

May 1990 B.sc in Business Administration,

Minor in Computer Science

Morris Brown College, Atlanta Ga.

REFERENCES : Available upon request.

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