Melissa Jones

Technical Support Analyst

513-***-****

SUMMARY:

Proficient at troubleshooting software and hardware in a retail environment. Excellent analytical and problem-solving skills. Experience working with vendors, technicians, and customers.

HIGHLIGHTS:

Updated and designed new training material and presented in classroom environment and remotely. Trained new hires and assigned coordinator role directing newer associates.

SUMMARY OF JOB RESPONSIBILITIES:

Experienced supporting HP Switches, Access Points, printers, rf devices, pc’s/laptops, thin clients.

Experience remoting into PC’s to diagnose and fix problems and send software updates. Experience with various tools such as VNC, HPDM, REMOTE tool and Bomgar. Experience using active directory. Experience with Citrix Director and VDI. Knowledge of SQL used for Informix database. Experience helping associates with Outlook, teams, One Note, and Sharepoint.

EDUCATION:

Associate of Applied Science in Computer Operations, Cincinnati State Technical College

Element K - Project Management Fundamentals: Second Edition.

EMPLOYMENT HISTORY:

12/05-Present The Kroger Co., Cincinnati, Ohio

Support Center Specialist –

Brought in several new applications to the Support Center, for example CAO scorecard and RF Labor Standards/Voice Pick. Met project deadlines on time. Worked with project manager and software engineer on security admin issues to give the Support Center the correct access to these servers. Created documentation and training programs for all these applications.

Identified problem trends and created resolution procedures. Ran reports to determine heavy hitters and made sure those problems were documented. Worked with programmers on plan to reduce calls through system enhancements/fixes.

Developed training material and trained new hires in areas of specialty.

AT&T Communications, Cincinnati, Ohio

Senior Records Clerk – Technical Support Group

Researched databases and ran reports pertaining to exam information.

REFERENCES AVAILABLE UPON REQUEST

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