Technical Writer Customer Support

Thomas Peter Montefusco

Phone: 704-***-****

Email: ********@*******.***

SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Technical Support role. I have over 21 years of IT experience. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems including Windows Server, Linux and Mac OS, Apache, Tomcat and IIS.

Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve complicated technical issues and concerns. Excellent communication and presentation capabilities.

Work Experience:

Velocitor Solutions

August 2022

Provided technical support via phone and email. Supported fleet management for customers FedEx, Snyder Lance, Krispy Kreme, and LabCorp.

ESRI

April 2012 – 2018

•Provide technical support for ArcGIS Desktop and ArcGIS Server products

•Provide technical support for Location Analytics products, such as Esri Maps for Cognos, Esri Maps for Office, Esri Maps for Sharepoint, and Esri Maps for Salesforce

•Provided support for ArcGIS Server, ArcGIS Desktop, Portal, Web Adaptor, and ArcGIS Online

•Use knowledge of networking and wireless networking to help troubleshoot issues

•Provide support for Linux and Windows versions of products

•As the Subject Matter Expert, document technical issues via incident tracking which involves authoring, technical editing, and publishing of Knowledge Base articles as well as authoritative online content

Develop and create documentation used to partner with software development

teams to troubleshoot issues and evaluate solutions

•

•Use knowledge of Microsoft IIS and Microsoft SQL to solve customer issues

•Provide Geomentoring information to local elementary and middle school students

•Wrote over 30 knowledge base articles and Tech Reviewed 45 knowledge base articles

For example:

http://support.esri.com/en/knowledgebase/techarticles/detail/40444#comment-10332

•Received Team Collaboration award, 2013.

•95% Customer Satisfaction

SmartLogix

February 2008 – April 2012

•Provide Tier II technical support on the server and client side for custom application called SmarTruck.

•Use knowledge of networking and wireless to help troubleshoot issues

•Also troubleshoot hardware provided for application. This includes printer, meter, and a communications box. Communications box runs Linux.

•Develop SQL queries to help troubleshoot devices

•Prepare weekly reports for management and customers. Use Excel and PowerPoint to prepare reports

Connextions

April 2007–February 2008

•Provide Technical Support to Vonage customers.

•Specializing in VOIP and wireless routing.

•30-50 support calls are taken each day.

Microsoft Corporation

1994-2006

Enterprise Support Engineer, Microsoft, Charlotte, NC Microsoft Certified Systems Engineer (MCSE) 2012/2003/2000/NT4

Enterprise Platforms Support Professional, Set-Up Team

April 2001-September 2006

•Provided technical support for Microsoft Premier Customers on critical, server down “hot site” issues

•Microsoft Certified Solutions Providers (MCSPs), Resellers, and Consultants.

•Collaborated on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues

•Premier customer support provided:

•Windows 95/98/ME

•Windows NT 4.0,

•Windows 2000 Professional and Server

•Windows XP

•Windows 2003 Server.

•Technical support for Internet Explorer and Internet Explorer Administration Kit (IEAK)

•Utilized knowledge of security zones and HTML as well as scripting

•Knowledge of Group Policy and Group Policy tools, such as GPUpdate and GPResult

•Strong troubleshooting skills and use of troubleshooting tools such as Msconfig, Recovery Console, netdiag, dcdiag, and repadmin.

Desktop Support:

May 1994 – April 2001

•Provided support for Windows 3.1, WFWG 3.11, Windows 95, Windows 98, and Windows ME.

•Obtained Microsoft Technical Writer Certification.

•Wrote over 100 knowledge base articles, and worked on content assignments.

Samples of KB Articles: http://support.microsoft.com/kb/192890/en-us http://support.microsoft.com/kb/193933/en-us http://support.microsoft.com/kb/193892/en-us http://support.microsoft.com/kb/195219/en-us http://support.microsoft.com/kb/261426/en-us http://support.microsoft.com/kb/188172/en-us http://support.microsoft.com/kb/189670/en-us http://support.microsoft.com/kb/193455/en-us

Public Library, Charlotte Mecklenburg County (PLCMC)

1989-1993

Librarian Assistant, Carolina Room.

•Helped setup and maintenance of Macintosh and Compaq computers.

•Assisted in the creation of the Carolina Music Archives.

•Assisted in preparation of exhibitions

Education:

North Carolina State University Masters in GIS, started 2014

East Carolina University, Greenville, NC Masters Library Science, 2010 - 2012

Queens College, Charlotte, NC 2007 First year MBA program coursework

University of North Carolina, Charlotte (UNC-C) 1989-1991, 2008 Coursework in Mathematics and Computer Science

University of North Carolina, Greensboro

B.A. Communications 1980-1982

Wake Forest University, Winston-Salem, NC

B.A. Psychology 1974-1978

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