Technical Support Customer Service

Alex Tsimmerman

Mechanicsburg, PA 717-***-****

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

Network Control Technician – Technical Support

Detail-focused technical professional with a wealth of experience maintaining wide range of software and hardware applications. Skilled in troubleshooting and resolving complex technical issues, minimizing downtimes and risk to data. Effective communicator collaborating with technical and non-technical teams and engaging with end users of all levels in meeting requirements under demanding deadlines in fast-paced 24X7 environment.

Applications

Microsoft Office Applications, Remedy, Service Now, Alcatel Next Generation Master, Harris Sky Net, Novel Netware, QMACS SQL Server

Operating Systems

MS-DOS 5620 SAM client, Windows 7, 10, HP Open View, UNIX, Cisco Routers, Solaris 9, HP OpenView, OS/MVS JCL

Hardware

Sun Micro Systems, IBM Compatible PC, Bull Escala, HP Laser Printers, HP 9000-SQL Servers OS/400, IB43815620 SAM – AS/400, 5620 SAM Client

Professional Experience

HARRIS CORPORATION, Harrisburg, PA 2004 – 2017

NOC Network Control Technician

Maintained Pennsylvania Radio Project Office (RPO) help desk. Troubleshot and diagnosed radio network problems. Supported transporting of files using FTP on UNIX servers and Windows servers. Created and maintained weekly and monthly file transfer definitions for connections to in-house and remote clients VI on UNIX platform for leadership teams.

Participated in data conversions, software, and hardware upgrades and client implementation by optimizing tower performance, minimizing risk and downtimes, and completing implementations on time and within requirements.

Collaborated with field personnel and RPO in managing efforts to quickly restore lost connectivity, performing root cause analysis to resolve issues, and minimize downtimes for end users.

Created, managed, and resolved high volume of simple to complex problem tickets in fast-paced 24X7 environment by working remotely and utilizing Service Now and Remedy software.

Reconfigured wireless network applications, utilizing M/A-Com software.

SYNERTECH IT, Harrisburg, PA 1997 – 2003

Production Support Specialist

Worked collaboratively within Data Center to perform backup and ensure seamless transfer of claims after hours. Installed and configured PCs and peripheral hardware. Maintained complete and accurate records related to software performance and production.

Worked effectively in high-pressured 24X7 environment in safeguarding integrity of data, minimizing risk for business and applications.

Met demanding deadlines by taking immediate action to troubleshoot and resolve complex technical issues, communicating with technical and non-technical teams, and managing competing demands.

ELECTRONIC DATA SYSTEMS, Camp Hill, PA 1996 – 1997

Computer Operator Specialist

Assisted with setup of new computers for Pennsylvania State Police (PSP). Migrated data from legacy systems.

NORRELL, CORP., Scranton, PA 1996

Customer Support Specialist

Communicated professionally with customers at all technical levels and provided exceptional customer service.

Education and Training

Associate of Science (AS), Electrical Engineering Technology, Pennsylvania State University, Scranton, PA

Advanced Systems Administration Training, Sun Microsystems Educational Facility, Burlington, MA

Diploma in Data Center Support, The Chub Institute, Parsippany, NJ

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