TECHNICAL COORDINATOR/TECHNICAL SUPPORT

QUALIFICATIONS PROFILE

Resourceful, performance-focused, and detail-oriented professional with extensive experience in providing first-rate technical support to various individuals within various settings.

Equipped with strong analytical and strategic planning abilities in troubleshooting computer programs, creating and implementing effective procedures, and identifying complex issues. Adept at supervising and leading teams of professionals to attain set-forth goals and objectives. Armed with interpersonal and articulate communication skills in building and maintaining positive relationship with clients, staff, and the management. Technically proficient with Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) and general CRM with basic knowledge of Adobe Photoshop, Android Operating Systems, and JIRA.

CORE COMPETENCIES

System Administration ~ Staff Training ~ Testing and Troubleshooting

Data Backup and Recovery ~ Project Management ~ Software Engineering and Development ~ Problem Identification and Resolution

RELEVANT EXPERIENCE

TradeStation Securities, Inc., Plantation, FL

T.A.S Global Administrator Technical Specialist Jun 2014–Jul 2016

Identified various issues by evaluating third-party products to ensure completion of automated testing procedures

Examined third-party product testing servers or the third-party developer’s code to guarantee zero error and conducted necessary troubleshooting procedures to determine the source of issue

Assumed accountability in responding to third-party developer inquiries through email or phone correspondence

Rendered effectual support to the Technical Support and Client Services departments in the event of inquiries regarding third-party developer programs

Guaranteed the proper functionality of developer programs by coordinating with Quality Assurance Engineers and Web Development teams

Enhanced required job skills by recommending and conducting training sessions to ensure Technical Support and Client Services teams deliver accurate valuable troubleshooting assistance to the user base

Established and oversaw virtual testing environments and generated detailed standard operating procedures (SOPs) with instructions for product utilization and testing

Determined issues with particular release products or problems that exist within the testing environments by checking all server errors

Ensured the integrity of all third-party products released in the marketplace by overseeing associated internal systems

Created and established proactive procedures to deliver a better cataloging method to third-party developers, as well as to maintain updated statuses

Notable Accomplishments:

Successfully conducted manual product testing procedures through expert supervision of virtual testing environments (VirtualBox)

Earned two RAVE awards by providing exceptional service to third-party developers

Technical Support Team Lead Oct 2008–Jun 2014

Displayed skills in answering client inquiries through emails and phone calls and providing assistance in addressing manager and escalation calls

Expertly managed a team of technical support representatives comprised of 10 to 12 members

Aided technical support representatives in solving cases, including reporting multiple bugs or glitches to the Quality Assurance Department for further investigation

Participated on quality assurance weekly meetings with the Quality Assurance Team to provide detailed information about new issues and bugs that teams were able to locate and configure

Offered technical support to clients that experienced issues, bugs, or basic difficulties within the software, operating system, peripherals, and/or hardware

Interacted with support representatives to communicate progress and goals while providing feedback and recommendations to support client retention and efficiently follow protocols

Notable Accomplishment/s:

Drove efforts in optimizing systems, escalating productivity, and decreasing cost factors

Gained two BOOST awards for delivering exceptional service to clientele

Winn-Dixie Corporate, Pompano Beach, FL

Administrative Assistant May 2005–Dec 2006

Rendered in-house technical support on networked devices, such as printers, computers and copy machines

Handled the payroll of the pharmacists and pharmacy technicians in each store within West Palm Beach to Key West

Convergys, Tamarac, FL

Customer Service Representative Dec 2003–May 2005

Served as the primary point of contact for AT&T Wireless customers that needs basic technical support and client service

OTHER EXPERIENCE

Sam Ash Music, Margate, FL

Sales Associate

Air Turbine Technologies, Boca Raton, FL

Warehouse/Repair Associate

EDUCATION

Coursework in Computer Science

Florida Metropolitan University, Pompano Beach, FL

Coursework in Computer Science

Broward College, Coconut Creek, FL

Coursework in Civil Engineering

University of Florida, Gainesville, FL

PROFESSIONAL DEVELOPMENT

Agile Methodology Training

ACTIVITIES

North Lauderdale Police Explorers Florida Housing Authority Summer Program

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