Technical Support Engineer
Resume:
Chelmsford, MA *****
**************@*****.***
David Garfield
Objective
To add positive energy to a team that offers advancement and will benefit from my diverse portfolio spanning over fifteen years as a
technical support engineer and solutions software developer
Experience
June/2016-Present Freelancing Work Chelmsford, MA
Computer Technical Support / Customer Assistance
Assisting people with running their computers, running specific types of software, making their computer run faster
Teaching people with small businesses how to enter new content after setting them up with websites on WordPress
Jan/2016–May/2016 Steward Health, Inc Dorchester, MA
IS Technical Support Representative
Using remote tools, supported employees and doctors at twelve hospital location’s as well as the helpdesk team’ tier 2 tickets
Assisted helpdesk team with further escalation process
Maintain and develop improvement projects for the hospital network’s IS helpdesk website Knowledgebase.
Liason for Network Engineering and Security Administration departments for IS Business Management Director
Remote Administrator of webservers running Windows Server 2008 R2
3/2012–12/2015 Intronis, Inc Chelmsford, MA
T3 Technical Support / Sr. Web Content Engineer
Remotely log in (Using LogMeIn) to determine and resolve software issues with Exchange, SQL, IIS Servers, and Active Directory
Support cloud backup and recovery solutions via web portal
VMWare certified, supporting VmWare and VSphere Clients
Coded a call wait time app so support team could view real time stats on DSCI phone system and also displayed the longest call waiting via a physical traffic light
Created and administrated "Zentronis" their first searchable KB scrubbing and consolidating 3k+ entries via own scripts into articles with macros
Promoted to Senior Web Content Engineer after 1st year, reporting to VP of Product Management and CMO
Proposed and developed ‘Trial as a Partner’, a website form that automates account creating into their backup product which also integrates their API to Marketo and Salesforce CRMs via PHP, JQuery, Javascript, HTML5, CSS3 and .NET
5/2001–3/2012 Wonderdog Software Co. Chelmsford, MA
Video Game Customer Service / CEO
Pioneered the need for the ESRB by self-developing and publishing Rated NV (non-violent) children’s games which were distributed worldwide via Target, K-Mart, Walmart, EBGames, and Gamestop on PC CD media
Supported end users assisting with thousands of video game titles for gamers of all ages for over ten years. Many required playing through and writing complete guides directly for customers. Subscription based service provides a kid safe ad free game help membership website
From 2003-2005 opened and operated a retail Wonderdog Software & Games Buy/Sell/Trade gaming location in Warren, RI
2/2001–4/2003 East Bay Mental Health E. Providence, RI
SQL DB Admin / Software Programmer
Developing SQL Stored Procedures for East Bay’s CIS (Children’s Intensive Services) Program and Therapy Statistics.
Managed monthly reports and networking assistance for IS department.
Programming queries with MS Access and Excel as database entities
Writing backend code into PsychConsult for scheduling and reports
2/1999–2/2001 GT Interactive/Infogrames Redmond, WA
Technical Support Rep / Software Developer
Supported several hundred video game and business software titles via telephone and website contact
Created idea and developed “GameView Wizard” for support dept. to visually see programs without having to install them, using C++ and VB
5/1995–2/1999 Microsoft Bellevue, WA
Technical Support Engineer / STR
Supported Windows 95,98,2000, NT, Internet Explorer, as well as moving to MS Hardware & Games department.
Developed web accessible databases via Office 2000.
Promoted to STR (Senior TSE) and during first year was awarded “highest quality service commendation” as a world record breaker of most unsolicited mailed in letters in one month (14) from “very satisfied” customers as a Microsoft Windows 95 technical support engineer
Education: H.S. Diploma – 1987, Ballard High School, Seattle, WA
2-
Certifications:
VMware Certified 2013
Microsoft Certified Solutions Developer (MCSD) 2000
Microsoft Certified Solutions Engineer (MCSE) 1998
Microsoft Certified Professional (MCP) Networking 1997
Microsoft Office Specialist (MOS) 1996
Courses Completed:
Core MS OS Architecture and Development
MS Access & SQL Stored Procedures
SQL Server & Exchange Server Administration
Visual Studio, VB, C++, ASP.NET Development
Linux/Unix/IIS Server Security and Maintenance
References: Provided to serious inquiries only.
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