It Support Technical

KATHERINE GILLESPIE

A N E X P E R I E N C E D, A C C O M P L I S H E D I T S U P P O R T P R O F E S S I O N A L Las Vegas, Nevada 725-***-**** ************@*****.*** E X E C U T I V E S U M M A R Y

An experienced, driven, and accomplished IT Support Professional, with a wealth of experience while working for leading, high-profile companies.

S U M M A R Y O F Q U A L I F I C A T I O N S

More than twenty years of strong experience, holding positions of increasing scope and responsibility.

Strong background in many areas including IT support, Run SQL queries, testing and troubleshooting work, escalation management, training material development, collaboration with team members, staff training and supervision, document issues and resolutions, updating knowledge base, perform troubleshooting investigations, and build customer relations.

Hard-working and driven, while highly-experienced in all aspects of information technology support work, is familiar with IT support practices and protocols, and is proven in meeting high organizational expectations.

Can handle many projects simultaneously, has excellent attention to detail, and is firmly committed to the timely provision of the highest levels of IT support while working with various environments. P R O F E S S I O N A L E X P E R I E N C E

CLARK COUNTY COMMUNITY COLLEGE, Las Vegas, Nevada

Instructor (2006)

Responsible for classroom instruction, curriculum development, lesson planning, student testing and evaluation, academic compliance, and student relations. Taught Introduction to Computers, Advanced Computers, Introduction to Digital Photography, and Advanced Digital Photography. CHARLES SCHWAB, Phoenix, Arizona

Customer Support Tech (2004-2006)

Responsible for providing technical system support, system testing and troubleshooting, escalation management, providing support to clients, documenting issues, client relations, and handling a wide variety of special projects. Selected Accomplishments and Initiatives:

Provide the highest levels of support, working in both Windows and Mac environments.

Assisted clients with Street Smart, a web-based brokerage tracking application.

Answered 20-40 support calls per day, and ensured that client needs were met.

Received many customer appreciation awards, signifying exemplary performance. INTERACT COMMERCE CORPORATION, Scottsdale, Arizona Technical Support Analyst II (2001-2005)

Responsible for technical support coordination, and Project management. Analyzing software issues, system testing, and troubleshooting, developing training materials, empowered clients through education, training support personnel, and other technical support functions. Worked with Customer Relationship Management Software, and trained staff for Citrix implementation, as well as MAS 90 and MAS 200 interface. Also acted as liaison between Sage Software and Interact Commerce Corporation, often traveling to California for 10 days at a time.

REZALUTIONS, Phoenix, Arizona

Technical Lead 1999-2001)

Responsible for providing customer and technical support for various property management applications, system testing and troubleshooting, dealing with escalated issues, developing training materials for interfaces (and training employees), and other functions. Provided support of property management systems and Tier 2 support for credit card processing software. Originally hired as Customer Service Specialist, and was quickly promoted. E D U C A T I O N

CLARK COUNTY COMMUNITY COLLEGE, Las Vegas, Nevada

Studied Information Management Systems.

Career Development Solutions, Las Vegas, Nevada

CompTIA A+

CompTIA Network+

CompTIA Security+

CompTIA Cloud+

Windows Client

Managing Modern Desktops

P R O F E S S I O N A L C E R T I F I C A T I O N S, T R A I N I N G A N D D E V E L O P M E N T

Certificate, MAS 90/MAS 200 Distribution and Core Applications, Sage Software, Inc., Irvine, California

Certificate, CTX 302.2 MetaFrame Administration, Citrix Authorized Learning Center, Scottsdale, Arizona

Certificate, PC Diagnostics, The Learning Center, Las Vegas, Nevada

Certificate, Novell 3.12 System Administration, The Learning Center, Las Vegas, Nevada

Certificate, DOS for Netware, The Learning Center, Las Vegas, Nevada

Certificate, Information Management Systems, Clark County Community College, Las Vegas, Nevada T E C H N I C A L P R O F I C I E N C Y

Software: Word, Excel, PowerPoint, Outlook, Hospitality systems, Customer Relationship Management systems, Credit Card processing systems, and multiple operating systems.

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