Support Technical
Resume:
Gregory Yee **** Glen Este Lane
Batavia, Ohio ***03
OBJECTIVE
A challenging and rewarding career opportunity with stability, growth and advancement opportunities that allow me to utilize my skills and experience with computer hardware, software and networks.
Technical Experience
Extensive break/fix experience with microcomputer systems and related peripheral devices beginning with the original IBM PC through current pc architectures. Certification and broad experience with prevailing networks, network topologies and wireless standards.
Knowledge of PC operating systems and application software beginning with MS DOS through Windows 8 and several different distributions of Linux and MAC OSX. Experience with several network operating systems (NOS) to include Windows Server to 2003 and Novell Netware. Experience with Red Hat, SUSE and Ubuntu Linux. Extensive knowledge of prevailing corporate application software (i.e. MS Office Suites, Outlook, Open Office, etc.). This experience includes configuration, support and troubleshooting to provide daily support for web applications using a variety of web browsers (Internet Explorer, Firefox, Safari, Camino, and Google Chrome. I have also used terminal emulation software to access and operate mainframe computers, some of which include JDE, Logistics Pro, PHD. Egain and Siebel, along with an array of look up and troubleshooting tools (LDAP, OLR, etc.)
Work Experience
May 2012 to present: Technical Engineer, Coupons.com
Responsible for internal support for coupon manufacturing. Interface with Retail partners (Safeway, Kroger, Dollar General, Walgreens, Inmar, etc.) for all facets dealing with coupon feeds sent to them for branding and posting. Responsible for outage notification for organization and all affected departments. Set up account access for internal coupon reporting systems for 600+ users.
Manage Social Media response system for Facebook page, Twitter, Google Alerts, Pinterest and Coupons Blog, replying to customer requests for technical assistance with coupon printing. Reply to inbound email and phone requests from customers for technical assistance using Salesforce CRM. Identify trends and report in Jira ticketing system, and work through until resolution.
March 2006 to May 2012: Technical Support Agent, CENGAGE LEARNING (formerly Thomson Publishing)
Tier III Technical Lead for Diet Analysis Plus and Turning Point, both educational applications. Tier II support responsible for support issues for hundreds of software applications published by Cengage Learning and its subsidiary holdings: Southwestern College, Wadsworth, Brooks Cole, Course Technology, Delmar Learning, Duxbury and South Western Educational Publishing. Support issues typically encompass configuration issues on client computers, missing or cross linked content, platform or OS compatibility or error reporting for web platforms. Tier I-III support for course management platforms such as CengageNow, WebCT, Blackboard, Angel, Moodle and other third party vendor applications. Our primary customers for Cengage Learning products and educational solutions are university, college and K-12 markets.
March 2005-March 2006: Computer Operator – CENGAGE LEARNING
Responsible for accumulating orders and printing daily shipping plan for all production departments. Troubleshoot and maintain 15 high speed HP laser printers. Pull, accumulate and route pick jobs from AS/400 to confirm, verify and print order pulls and daily picks. Other responsibilities included troubleshooting and repair of existing equipment (thermal and laser printers (Lexmark 616, 620, 634 and Zebra 102SL), wireless devices, Intermec 2435 RF scanners and label machines. Also performed routine maintenance on approximately 50 microcomputers located in workstation kiosks throughout the distribution facility.
EDUCATION
1991-1993 University of Cincinnati, Bachelor of Science in double major, Information Systems and Accounting (degree not yet completed, roughly year to completion).
Dean’s List, University of Cincinnati 1991, 1992
Certified Linux Professional, Sair Linux
Certified Novell Administrator (CNA, v 3.12) Novell, Inc.
Awarded Certificate of Excellence March 22, 2013 for Professional Services and Support, Coupons.com, Inc.
REFERENCES AVAILABLE UPON REQUEST
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