Technical Support Customer

Timothy C. Beck Phone: 412-***-****

**** ***** ****** • Pittsburgh, PA 15215 Email: *******.****@*******.***

www.linkedin.com/in/timothybeck58

Goals

I am seeking an opportunity in Customer Support where I can put my extensive experience in this area to creative and effective use.

Qualifications Summary

Extensive experience both managing and working in Customer Support and Technical Support, including multi-user call center environments.

Applied Knowledge & Proven Strengths

Proven project management and coordination skills,

Managing multiple priorities, ability to prioritize and multi-task,

Time management & organizational skills,

Problem-solving skills/technical aptitude,

Microsoft Office Suite including Word, Excel, Access, PowerPoint, Teams,

Microsoft SQL and SQL Management Studio.

Education

Bachelor of Science, Management Information Systems

University of Phoenix, Phoenix, AZ

Associate of Science, Business Management

Front Range Community College, Denver, CO

Professional Experience

AARP, Pittsburgh, PA, May 2023 – Present

Volunteer, Red Cross of America

Data processing and validation for Service to Armed Forces personnel contact system. OCR scanning and data validation using Ephesoft system.

Managing monthly and quarterly reports using Salesforce tracking donation income.

Retired, Pittsburgh, PA, Oct 2020 – April 2023

Netsmart, Pittsburgh, PA, April 2017 – March 2020

Applications Specialist

Aid in data conversion processes between SQL and proprietary database schema.

Supply 2nd level technical support to existing client base and internal account management.

Provide customer aid and support to nationwide client base.

Rotating telephone coverage, 24x7.

Askesis Development Group, Pittsburgh, PA, May 2010- April 2017

Project Manager

Successfully managed over 100 software customization projects meeting schedule and budget goals,

Create user stories and development ready application specifications,

Develop and execute test plans for application usability and underlying data quality.

Train end-users on targeted functions of software,

Manage contractual negotiations with clients.

Askesis Development Group, Pittsburgh, PA, May 2002- April 2010

Support Specialist

Supply 2nd level technical support to existing client base and internal account management,

Increase customer satisfaction by resolving problems at once, using listening skills and supplying solutions,

Custom Crystal Report design,

Alcoa Corporation / Consulting, Pittsburgh, PA, 2001

Assistant to Chief Technical Officer

Provided 24/7 support for Windows NT 4.0, Windows 2000 rollout, wireless PC to Cell to Intranet support, VPN (Virtual Private Network) support, and technical coordination of worldwide travels by CTO.

Bayer Corporation / Consulting, Pittsburgh, PA, 1998-2000

2nd Level Help Desk Analyst

Developed departmental Intranet site, including a problem reporting form and an automated customer survey,

Implemented multiple standard procedures that improved and streamlined information flow,

Trained and aided a team of 12 Help Desk Analysts.

Extensive experience from 1981 to 1998 in various field support, technical support, and support management roles.

Military Experience

U.S.A.F., MacDill Air Force Base, Tampa, FL, 1977-1981

E-4 / Sergeant / Aircraft Electronic Weapons Systems,

Outstanding Unit Award,

Good Conduct Medal,

Expert Marksman Award,

Honorable Discharge.

Contact this candidate