IT Tech support & Programmer

Karl Simpson

Springfield, MO (***) *** – **** ************@*****.***

Summary

I am seeking an immediate position working with the hardware and / or software aspects related to computer systems or in a programming or web application / design related field that will utilize my knowledge in Computer Information Systems. As well as, always eager to learn new things. I am meticulous when it comes to the work I do and I take a lot of pride in my work. I am not just looking for a job, I am looking for a career. For five years I was a Support Technician for Hewlett-Packard and I truly enjoyed it. For the majority of my life I have worked in customer service; both in the food industry as a restaurant manager and in the tech support.

Skills and Proficiencies

Troubleshooting: Hardware, Software

Hardware: PC and laptop assembly and repair

Software: Active Directory, Visual Studio, NetBeans, Eclipse, Microsoft Office to include Outlook

Web Development: HTML, CSS, JavaScript

Programming Languages: C#, .Net, Java, SQL, RPG / RPGLE

Platforms: Windows XP, Windows Vista, Windows 7, Windows 8, and Windows 10, iSeries / AS400

Experience

IT Service Desk Specialist August 2020 to Present

Bass Pro Base Camp – Springfield, MO

Responsible for basic support and troubleshooting of hardware and software which include, but are not limited to password resets, printer configurations, CISCO phones, iPhones, and networking connections

Resolve issues with Microsoft Office as well as educating end users on using Microsoft Office

Escalated to level I or level II service desk associates as needed

Effectively communicate the steps needed to resolve the current conflict they were having

Work on tickets, created through the service desk portal, to find a resolution

Sound Engineer April 2010 to Present

Southland Christian Church – Springfield, MO

Responsible for setting up audio and mixing board equipment and ensuring that all microphones and equipment are working properly

Work from the mixing booth to control and balance sound levels, adding processing as needed to microphone and instrument feeds, such as equalization, echo and other effects

Make any adjustments necessary to ensure the instruments and voices are clear and at a comfortable decibel level and devoid of any popping, static or cracking sounds and avoiding potential feedback

Work with the worship leader and pastor to plan and implement the sound for an event, which include music and any audio / visual aids needed

Participate in sound checks with the artists before the performance

Ensure lighting is comfortable and adequate for each situation

Troubleshoot and resolve or work around any problems or issues that might arise

RPG Programmer June 2019 to October 2019

Loren Cook Company – Springfield, MO

developed new applications using RPG programming language to generate various reports

maintenance and upgrade of existing software

worked with IBM Rational Developer for i

Programmer Analyst February 2018 to May 2019

Jack Henry and Associates, Inc. – Springfield, MO

Responsible for the converting of banks data information from former database software to Jack Henry software using RPG iSeries / AS400 software

Focused on core application support to fix base code, correct programming errors and bug fixes

New development and customization for products / applications and enhancing existing software

Tech Support Specialist May 2017 to December 2017

KFORCE Staffing – Orlando, FL

Contracted to Hilton Grand Vacations in Springfield, MO

Troubleshot and maintained agent's computers, headsets, pucks, and network connectivity

Set callbacks, edited callbacks, and retrieved customer information using HGV database

Search HGV database for accommodations availability

Manually entered sales and accommodations through program called VOICE

HP Tech Support Specialist November 2008 to January 2013

Teletech Inc. - Springfield, MO

Listened to customers describe any issues they were experiencing with their HP notebook computer and asked questions accordingly

Assisted customers with troubleshooting issues they were experiencing by diagnosing the problem and then guiding them through the necessary steps to resolve it

i.e... virus removal, hardware diagnostics / replacement, registry repair, installing software, network setup

Escalated any issues that could not be resolved over the phone to level 2 technicians

Educated customers on the most effective and efficient methods for maintaining / prolonging the life of their HP products

Assisted customers with the purchase of all HP products by educating them on the various hardware and software components of a computer and determining what was needed to satisfy the requirements set by the customer

Responsible for generating a set RPC (Revenue Per Call) each month

Managing Partner July 2006 to February 2008

Sonic Drive-In - Hattiesburg, MS

Owned 30% of store as a partner

Responsible for leadership of approximately 50 employees

Resolved any inventory, scheduling, customer, or employee conflicts that might have occurred

Effectively communicated goals, requirements and procedures to all employees

General Manager January 2000 to July 2006

Mazzio's Italian Eatery - Hattiesburg, MS

Responsible for maintaining food cost at 28% and Labor cost at 24.5% ("big 2" of 52.5%)

Responsible for leadership of approximately 30 employees

Uploaded restaurant information to the master database on daily basis

Resolved any inventory, scheduling, customer, or employee conflicts that might have occurred

Education

Bachelor of Science in Computer Information Systems with a minor in Web Development

Missouri State University - Springfield, MO

Overall GPA: 3.2 / 4.0

Major GPA: 3.45 / 4.0

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