Joseph A. Nagel
Dayton, Ohio 937-***-**** firstname.lastname@example.org
Dynamic and Experienced IT Support Specialist
TECHNICAL SUPPORT CREATIVE PROBLEM SOLVING OPERATIONAL EFFICIENCY
Motivated IT Support Specialist with experience and expertise in technical support, software development, as well as troubleshooting complex issues and concerns. Accomplished leader with effective collaboration skills, team building capabilities and a keen focus on IT support. Proven and demonstrated experience with organizational effectiveness, communications, and strategic vision. Focused high performer driving effective communications to keep fluid and streamline operations helping to drive strong operations.
SKILLS AND ACCOMPLISHMENTS
iSeries - CLP, QSHELL, SQL, DB2, RPG
zSeries - JCL, COBOL, REXX
Linux - LibreOffice, Bash Scripting, PHP, Python
Windows/Mac - MS Office, Java
IDEs - Visual Studio Code, PyCharm
Other - PKWARE Software, Salesforce, Virtualbox / VMWARE Virtualization
Utilized Python to create a Linux GUI interface for GnuPG, for creating / decrypting GPG files as well as maintaining GPG keys.
Created and implemented a panel-driven system on iSeries for PKWARE’s Command-Line KeyMaker Product, including Help Menus, allowing all users to more easily use the program.
Created PHP-based webpages on own web domain, making use of API to access XML/JSON data pulled/parsed from sites including USGS and Weather.GOV.
Technical Support Manager PKWARE 04/2008 – Present
Oversee a talented team of motivated technicians including driving world class customer service and technical support services.
Utilize root cause analysis to troubleshoot issues and concerns until reconciliation.
Effectively collaborate with a high performing engineering team to ensure proper remediation of complex errors.
Successfully maintain comprehensive QA testing strategies on an industry-specific platform using 2500+ testing processes with regard to application functions and features.
Senior Technical Support Analyst PKWARE 04/2006 – 04/2008
Ensured proper customer and client service providing comprehensive technical support on multiple computer platforms including iSeries, zSeries, Linux/Unix, and mobile devices as needed.
Worked directly with a high performing engineering staff to drive quality assurance testing and certification of defect-free products and upgrades.
Desktop Support Team Leader CINTAS Corporation 01/2003 – 04/2006
Managed a high functioning team of nine technicians including direct support of 7K+ desktops and laptops driving uptime and mitigating business interruptions.
Collaborated with team leaders to ensure adherence to service level agreements driving world class client service and ensuring first class service in a courteous and professional manner.
Senior Help Desk Technician CINTAS Corporation 08/1994 – 01/2003
Computer Operator KENDELL-FUTURO 08/1992 – 08/1994
Customer Service / Correspondence / PC Support CINCINNATI MICROWAVE 09/1983 – 08/1992
Computer Communications Technology (Associate Degree Program)
Cincinnati Technical College, Cincinnati, Ohio