Technical Support Customer

Harry Cline

*******@***.**.*** 407-***-**** Belle Isle, FL

SUMMARY

Seasoned Technical Support Professional with 39 years of experience in diverse roles. Expertise in troubleshooting, hardware, network tech, and customer support. Seeking to leverage extensive background in technical support and management in a Technical Support Professional role. WORK EXPERIENCE

Intelity

Tier 2 Customer Support Manager Nov 2022 - Nov 2023

• Effectively administered both Tier I and Tier II resources, ensuring optimal resource allocation and team efficiency.

• Demonstrated proficiency in issue troubleshooting, leading to prompt identification and resolution of client problems.

• Expertly handled support ticket generation, escalation, and assignment, ensuring timely and appropriate internal resource involvement.

Hayes Recruiting

Various Technical Mar 2022 - Oct 2022

• Successfully completed diverse short-term technical projects, focusing on help desk, software, and hardware support.

• Executed a 4-month contract project with Disney ATOS, delivering timely and effective technical solutions. Compucom (Robert Half)

Hardware/Network Tech Jul 2021 - Feb 2022

• Effectively managed and resolved technical issues through meticulous attention to service requests.

• Oversaw the comprehensive hardware conversion process during a significant merger, ensuring smooth transition and integration.

• Conducted training sessions for new employees, fostering skill enhancement and productivity, while also troubleshooting diverse network and software hardware issues as they occurred. Oracle Corporation

Support Engineer Level II May 2009 - May 2021

• Handled and resolved technical issues related to a range of products, managing service requests from both incoming calls and a customer support portal.

• Played a pivotal role in the migration of Sun hardware and the transformation of My Oracle Support Portal from Metalink, ensuring smooth transitions and minimal service disruption.

• Participated in multiple projects, including significant contributions to Business Continuity Processes, displaying versatility and the ability to multitask effectively. Various Schools

Substitute Teacher Aug 2006 - May 2009

• Delivered comprehensive instruction across diverse grade levels, adapting teaching methods to meet individual student's needs.

• Ensured continuity of learning experience during teacher absences, upholding school curriculum standards. Meadow Woods Middle School

Science Teacher Aug 2005 - Aug 2006

• Developed and executed comprehensive lesson plans in science, effectively communicated complex scientific information, and facilitated laboratory sessions to enhance students' understanding and application of scientific concepts.

Data Distribution and Production

FedEx/Kinko's Apr 2005 - Aug 2005

• Managed the delivery and production of multifaceted reproduction processes while effectively addressing customer requirements and resolving issues.

Various

Part Time Employment Mar 2004 - Mar 2005

• Successfully managed and balanced multiple part-time roles across various industries, demonstrating adaptability, time management skills, and the ability to quickly learn and apply new concepts and skills. Setting up computers for migration to Windows XP Pro from 98 and 2000. Imaging disks to specifications. Provided by employer for deployment. Orange County Public Schools Tech Feb 2003 - Feb 2004

• As an Orange County Public Schools Tech, successfully executed a large-scale migration of computer systems from Windows 98 and 2000 to Windows XP Pro, including setting up computers, imaging disks to employer-provided specifications, and deploying the updated systems. Working part time employment with technical employment agencies. Student Feb 2002 - Feb 2003

• Assumed diverse roles and responsibilities in various technical fields as a part-time student employee, gaining valuable hands-on experience, enhancing technical knowledge, and developing key professional skills while maintaining academic commitments.

United Parcel Service

Computer Technician/As400 Operator Jun 1994 - Jan 2002

• Provided comprehensive technical support for internal staff, effectively diagnosing and resolving a wide range of computer and application issues.

• Demonstrated exceptional problem-solving skills through on-site customer support, leading to efficient issue identification and solution implementation.

• Contributed to team growth by delivering training and mentorship to new employees, fostering an environment of continual learning and improvement.

Full Time Student May 1993 - Jun 1994

• Successfully managed a rigorous academic schedule, demonstrating strong time management skills, commitment to personal growth and development, and the ability to balance multiple priorities simultaneously. Lockheed Martin Information Systems

Associate Hardware Specialist/Comp Tech Oct 1984 - May 1993

• Contributed to effective project planning and control through diligent collection, tracking and reporting of solution progress.

• Successfully conducted departmental property inventories, ensuring accurate record-keeping while also expediting purchase requisitions to maintain operational efficiency.

• Executed specialized tasks in hardware installation planning, setup, testing, and maintenance, reinforcing the reliability and functionality of computer hardware. EDUCATION

University of Central Florida

B. S. degrees, Liberal studies major; minor in Business Administration and Anthropology

Herzing College

Pursuing Network Management A.S. degree

CERTIFICATIONS

CompTia A+ Hardware & Operation Systems

Comp Tia Network +

CNA Novell

MCP 2000 Server & Professional

Florida Professional Teaching Certificate (Middle Grades Integrated Curriculum) ITIL Foundation

Pacesetter Award Oracle

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