Support Specialist Technical

Martin VanDuzer

Webster, NY

585-***-**** • *****.********@*****.***

Accomplished Information Technology Support Specialist

Results-driven and motivated technology leader with extensive experience investigating and resolving issues impacting the performance and availability of technical products. Offers broad and deep subject matter expertise, with experience that spans customer service, technical support, escalations, and the training and mentoring of colleagues. Actively seeking to join a world-class organization in a role providing IT support.

Scope of experience includes the support of customers and business partners across multiple locations, as well as the coordination of testing. Areas of expertise include networking, router configuration, product release support, hardware, software, and peripherals.

Applies strong attention to detail and exceptional business and technical skills to consistently meet and exceed performance targets, with a history of delivering results in technical support, strategic planning, and process improvement.

AREAS OF EXPERTISE

IT Help Desk Operations

Strategic Analysis & Planning

Working with Non-Technical Users

User Acceptance Testing

Cloud Systems

Networking / Router Setup

Hardware / Software Support

Issue Escalation

Team Training and Mentoring

PROFESSIONAL EXPERIENCE

ESCALATED TECHNICAL SUPPORT Tier II

PAYCHEX (November 2004 – January 2023)

Fulfilled a critical role addressing and resolving escalated technical issues for customers and resellers of this multibillion dollar provider of HR and payroll solutions, with a focus on supporting Icon and Paychex-branded employee time clocks, as well as the company’s online and cloud-based timekeeping solutions.

Exercised accountability for Business as Usual (BAU) and User Acceptance Testing (UAT), as well as release and post-release verification for all products.

For software products, investigated and remediated issues involving integration with Single Sign On, OSSP, FLEX, PNG, CAOP, and platform / server upgrades.

Authored, revised, and executed test scenarios to support new software product releases.

Engaged with clients to configure routers and networks to support the setup of multiple employee time clocks over the Internet.

Wrote knowledge base articles that served as an invaluable reference for support operations going forward, and communicated key product updates to training departments and account specialists, as well as emergency communications for critical changes.

EARLY CAREER

Technical Support I / II, Concentrix - Aug 2003 to Nov 2004

Manager on Duty – Gateway Support Desk, Sutherland Global Services - June 2002 to Aug 2003

Helpdesk Support (Contract Role), Energies East Companies - Dec 2001 to June 2002

PC Administrator / Assistant Network Administrator, Case Hoyt Printing - Nov 2000 to Sept 2001

Second Level Team Leader – XD, XE Services – North American Retail Organization, Xerox Channels Group

September 1997 to November 2000

PROFESSIONAL CREDENTIALS

CompTIA A+ Certification

Microsoft Certified Professional (MCP)

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