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Customer Service Representative

Ogden, UT
October 13, 2019

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Tim McConnell

**** ***** *** **** #**

Washington Terrace, Utah 84405

Cell: 801-***-****

LinkedIn Profile:


Graduation: October, 2009

Stevens Henagar College

Ogden, Utah

Bachelors of Computer Science

IT Skills:

Operating Systems:

Expert level knowledge in: Windows 98 SE through Windows 7: Debian Squeeze and Jesse; Fedora 3 through 11; Linux Red Hat 9. Working knowledge of Windows Vista; LVM; SE Linux and Solaris 8. Troubleshooting skills with Windows 98 SE through Windows 7; repairing virus/worm damage (KLEZ and MS Blaster)

Authentication and Server Technologies:

RADIUS, RSA, LDAP, Active Directory, VMware Server (Open source versions), PXE, Citrix

Internet and Networking Protocols:

TCP/IP, PING utility, Trace Commands, Routing Concepts PPoE, DICOM, pktgen

Applications and Utilities:

Internet Explorer; Firefox; Netbeans IDE; RUS; RUT; ClearDDTS; DOORS; Wireshark (formerly Ethereal) Sniffer; DS Record; Microsoft Office; Open Office; VI; Anti-Virus; Microsoft Visio; Dia Diagrams; YUM; RPM; YUM Extender; Linux Commands and BASH Shell; SED and AWK

Computer Security:

Knowledge of SSL Certificate implementation; VPN clients; WSAM; JSAM; encryption methods; Access

Control Lists; User groups and permissions; Remote Administration; Spyware and Virus protection.


Installing peripheral equipment; replacement of Main boards and CPUs; Installation of hard drives; floppy; CD; DVD; CDR drives also, BIOS configuration.

Programming Languages:

Basic knowledge of “C”, “C HTML, Java Scripting, Java Programming; ability to develop flowcharts for Procedural and Object Oriented programs, and for Networking.

Additional Skills:

Strong customer service skills; troubleshooting abilities; written and verbal communication skills; filing bug reports via Bugzilla and Jira; CRM Tools; works well in team environment or independently; able to meet tight schedules and deadlines. Technical Support experience using phone skills and e-mail skills.

Work Experience:


West Valley, Utah

January 2018 - December 2018

Jr. Salesforce Administrator

Assist with migrating the American express Salesforce instance to Incomm. Created fields, records, page layouts, buttons, rules, and verify data using VLOOKUP.

Act as a back-up CSR, assisting callers with transactions and failures

Assist customers pre-paid debit cards registration via website and phone

Perform other assigned duties as needed


Murray, Utah

January 2015 -January 2018

Technical Support Analyst

Provide support for the 360 e and HDM products. Troubleshoot issue with HL 7 messages, web server issues, network communication issues, and software updates.

Black Turtle Service

Layton, Utah

September 2014 – January 2015

Customer Service Representative

Assist consumers with website and answer questions about the affordable care act. Reset passwords and unlock consumer's accounts to the web site.


Ogden, Utah

March 2014 – August 2014

Customer Service Representative – Mobile Device

Provide assistance with billing issues, upgrade of mobile devices, and data plan management, troubleshooting device issues with Android and IOS based devices.

R-Systems Solutions/ Good Technology

West Valley, Utah

August 2011 – January 2014

Technical Support Analyst :

Provide first line support for Good Technology products .

Assist in Good server installation for both Exchange and Domino versions.

Assist in Device issues ranging from unable to open certain file types to installation errors.

Senior Technical Support Analysts :

Assist Premium level customers with problems with installation and Software failures. Assist with problem analysis and resolution. Creating feature requests and knowledge base article creation.

Tier 2 Support Analysts:

Provide advanced support for cases that was advanced from Tier 1 support and determine if issue was resolvable at the Tier 2 level or if it was a software defect. Ran log analysis on server and device logs and used tools like Grep to find errors in the log files.

Tim's Computer Service

Riverdale, Utah

February 2009 – August 2011

Freelance Computer Consultant:

Perform virus removal, computer repair, network connectivity issues. Advise of best software and hardware to meet small business and individual user needs. Provided phone support and on-site services.

RedGear Technologies/ Taxworks

Kaysville, Utah

September 2008 – February 2009

Technical Support Analyst:

Supported TaxWorks 2008 – TaxWorks 2006 Software. Provide phone support for incoming calls, answered questions about functionality and use of software. Assist with software installation problems with Windows XP and Vista. Analyze possible defects in software and provide escalation as needed.

Solera Networks

Lindon, Utah

March 2008 – June 2008

Operations Technician:

Supported all aspects of manufacturing and operations activities and served as an interface between Solera Networks’ Operations, Engineering teams and the box manufacturer. Built and configured a PXE server on Fedora 8. Created MPI documentation for procedures on installing the Solera Networks Appliance’s Operating System and hardware configuration. I created BASH shell scripts for automating set up and testing steps. Worked with Engineering to create kickstart file for PXE installations. Recreate production problems, identify hardware defects, and interface with development staff to resolve. Used the VI and TCPDump functionality of Linux, I ran packet captures for testing where I was able to view the actual file containing specific IP information, proving the network traffic was captured and stored on the appliance. Contribute written documents to knowledge base for internal and external consumption.

GE Healthcare

Salt Lake City, Utah

February 2007 – February 2008

Quality Assurance Tester:

Ensured that surgical products worked reliably and correctly as per design specifications and FDA Good Manufacturing Practice standards. Verified problems that were present or have been resolved, using specific rigid procedures and methods in compliance with FDA standards and regulations. Tested the software and user interface of the GE OEC premium digital mobile imaging system (“C” arm X-ray machine), verifying reported problems are present or have been resolved, using GE's RUS (Remote Utility Suite) and RUT (Remote Utility Tool). Reported issues using Rational's ClearDDTS program. Ran tests created in the DOORS server program. Installed the OS for the digital mobile imaging system and re-installed the calibration files for the systems via remote administration techniques. Operated more than 45,000 system tests that included software and hardware, during a three month system verification process. Recreate production problems, identify software defects, and interface with development staff to resolve. Document cases, and software defects in appropriate tracking systems.


Salt Lake City, Utah

April 2006 – October 2006

Technical Support Analyst:

Provided the first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications for customers and employees in a highly procedural environment. Created documentation of issues and steps to support callers. Answered basic questions about installation, operation, configuration, customization, and usage of assigned products and software. Applied basic diagnostic techniques and remote desktop to identify problems, investigated causes and recommend solutions to correct common failures, including re-installing software and performing disk maintenance on Windows operating systems (XP and 2000 Professional). Supported Active Directory user account access permission requests and new equipment requests or equipment repairs. Contribute written documents to knowledge base for internal and external consumption.


Ogden, Utah

October 2004 – February 2006

Juniper SSL-VPN Appliance Technical Support Specialist Tier 1:

Accomplished the company goal of providing world class phone and e-mail support to Juniper customers with various issues ranging from basic set-up and configuration questions of the IVE; issues with the SSL-VPN Appliance’s re-writer features and VPN clients.

Also successfully supported customers with configuring the SSL-VPN Appliance to work with Microsoft’s Exchange server, Active Directory authentication, LDAP authentication, RSA and RADIUS authentication. OWA, Outlook mail programs, and Windows XP SP2 compatibility issues. Configuring of the SSL-VPN Appliance to be compatible with Citrix server and the ICA files, both custom and default. Troubleshoot Access Control Lists, Group policies, SAMBA and Active Directory shares, Microsoft Distributed File Shares; Web based applications and other software as a service (SaS), and other business tool compatibility issues. Used Juniper's Secure Meeting to view issues and assist customers with various programs not working correctly while in the VPN session and configuring WSAM, JSAM, and Network Connect VPN client lists. Supported customers with upgrading the SSL-VPN Appliance software and troubleshooting issues from upgrades. Created documentation of customer issues and resolution methods used. Recreated customers issues in a test environment, escalate “bugs” in software following defined procedures for documenting and reporting issues. Supported Return Merchandise Agreement procedures. Read Packet Sniffs and Proxy server logs to determine port usage, protocols, communication methodologies, and network conflicts. Recreate production problems, identify software defects, and interface with development staff to resolve. Document cases, and software defects.


West Valley, Utah

April 2003-November 2003

Technical Support Analyst:

Accomplished the company goal of providing first class phone support to MSN customers assisting them to solve problems with MSN software versions 5 through 8.5, e-mail programs such as Outlook versions 97 through XP and Outlook Express versions 5 and 6, troubleshooting e-mail problems, dial-up connectivity problems, hardware issues, Internet Explorer issues; spy-ware issues; customer education of MSN features; supported customers with repairing damage from the MS Blaster worm. Create documented steps taken during directing customer with above issues. Contribute written documents to knowledge base for internal and external consumption.

Further information (due to N.D.A.s signed) upon request

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