Support Analyst Customer Service
Resume:
Gerald Boyles
Eloy, AZ *****
******.******@*****.***
SR Application/System Analyst or other tier 2-3 SR position Database administration and/or developing.
Work Experience
Host/Greeter
Cracker Barrel - Marana, AZ
June 2017 to Present
Greet, seat and help customers feel welcome. I help management and servers with the restaurant guest flow as needed to maintain the warmth of being welcome and at home. Experience explanation: With all the positions I held below and with others prior, I directly supported internal and external users with OS issues with Windows 7,8-8.1,10 involving applications and or miscellaneous OS desktop issues regarding updates, and system configurations to help aid users with the applications presented by the companies as well as other non-related applications either internally or externally, including IT Personnel for several Oil and Gas companies. I have minimal experience with MAC-OS and good experience with Linux. I maintain 4 Windows computers, 1 Linux computer, 2 Windows 10 laptops and 1 MacBook Air computer. IOS and android phones or tablets. Customer Service Associate
Amazon - Remote
March 2020 to June 2020
• Took calls and chat requests regarding prime video concerns and problems.
• Graduated to taking retail calls and chat requests helping customers with shipping problems of items ordered.
• I achieved high marks in company analytics regarding the position.
• Found a major defect in software regarding customer login behavior.
• Job was considered seasonal and thus temporary.
System Support Analyst
LMK Resources - Denver, CO
March 2010 to July 2016
Tier1-tier3 support analyst working directly with geological oil, gas and mining customers on 2 geological software paradigms involving Oracle® (15 years), Sybase® (11 years) and SQL Server®
(2 years) databases as well as the geological software platforms Open Works®, Geographix® and briefly with IHS Kingdom®. Using my knowledgeable skill set I found, created and integrated solutions for issues found with configurations and OS issues in Windows® and Linux®. I also recommended programming code changes as defects within software and databases to alleviate problems. I also found optimizations that could improve database and software performance. I became the critical analyst for the most complex issues arising from the geological software, databases, third party software issues (including ESRI® ArcGIS®), and configuration issues that arose from use of the software on the various Operating Systems. I also maintained the highest number of completed cases and solutions. I assisted clients more often on all aspects of the software than any other analyst. Support Analyst III
LANDMARK GRAPHICS - Highlands Ranch, CO
March 2005 to February 2010
Started as Database Developer, transferred to support later where I developed skills and procedures that eventually harnessed my abilities to create the solutions that eventually were integrated within the geological software programs OpenWorks® and Geographix® with databases Oracle and Sybase eventually giving me tier 2 and tier 3 responsibilities that became my responsibilities and successes within Landmark and eventually moving forward to LMK Resources. I developed the essential skills that made me a critical component for the software integration for OpenWorks® and Geographix® with Oracle® and Sybase® on the Windows platform. Developed a very adaptable problem troubleshooting technique to find troublesome problems and offer solutions externally and internally. Support Analyst and Oracle Specialist
TGS-NOPEC - Denver, CO
February 2001 to March 2005
Originally A2D Technologies and acquired by TGS-NOPEC. I began as a Support Analyst for the geological software SmartSECTION ® with Oracle® on Windows® platform. Developed critical solutions to aid in database issues of data loading and cleanup using JAVA®. Created a handcrafted installer to aid in installation and help automate database connectivity with the application to Oracle®. I developed and enhanced my troubleshooting skills to create solutions that could be replicated by anyone. I also developed an automated procedure for clients to backup database objects in case of database corruption and failure. I also aided in finding database data corruption or database failure and created methods to restore those databases.
Was hired by Landmark to further aid in the smartSECTION® acquisition from TGS-NOPEC. Other employers can be furnished.
Education
BS in Mathematics
University of Colorado - Denver, CO
December 1998
Skills
• 10+ Years of experience in IT, Database and Systems Support, application support with client and programmers
• Competent experiences and growth from Tier 1 to Tier 3 and beyond abilities.
• Committed to complete assigned work, aggressively seek other work assignments
• Possess ability to multitask in a stressed environment
• Able to learn new processes quickly, adapt easily to change and learn new software platforms quickly
• Current database knowledge with Oracle 8i, 9i, 10g, and some 11g, 12c 19c, Sybase 9,10 and 12, SQL Server 2016
• 2017), MySQL and other relational databases. I do adapt well to version changes.
• Written scripts for Oracle, Sybase and SQL Server, using sql, and Oracle's PL/SQL, through powershell, dos and other scripting.
• Able to troubleshoot, interpret troublesome code from c, c++, java (versions 2-7), and .net (c# versions 2,3 and 4) applications and help provide solutions related to faulting code or OS support for specific code.
• Have written code with VB, c, c++, java and .net.
• DOS and powershell scripting, familiar with unix and perl scripting; as well as ftp protocols and with system usage scripts for local and external sites. TCPIP skillset.
• Currently learning to code to provide utility software solutions to aid O&G and other companies with pre-import data. Possible statistical environments.
• Troubleshooting skills that excel the most experienced support personnel. Including thinking above and beyond the box. Persistent at these skills and don't believe in unsolvable solutions.
• Telephone, email, remote control as well as face to face with customers to aid in finding solutions.
• Customer Service
• Call Center, support center
• edify
• Excel
• Warehouse Experience
• Microsoft Word
• Microsoft Office
• Microsoft Outlook
• Host/Hostess
• Serving Experience
• Technical Support
• Computer Networking
• Help Desk
• Network Administration
• SQL
• Microsoft SQL Server
• Database Administration
• XML
• Linux
• User Interface (UI)
• Sales
• Computer literacy
• Triage
• Operating Systems
• C/C++
• IIS
• HTML5
Links
https://www.linkedin.com/in/gerald-boyles-b86a88127 Assessments
Customer Focus & Orientation — Proficient
June 2019
Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Proficient
Logic & Critical Thinking — Completed
June 2019
Using logic to solve problems.
Full results: Completed
Basic Computer Skills: PC — Proficient
November 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Proficient
Customer Service — Proficient
December 2019
Identifying and resolving common customer issues.
Full results: Proficient
Spreadsheets with Microsoft Excel — Familiar
December 2019
Excel knowledge including common tools, PivotTables, conditional & nested formulas, and custom visuals.
Full results: Familiar
Personality: Customer Service Fit — Familiar
January 2020
Assesses personality traits that result in high-quality customer service. Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate