Customer Support Data Analyst
Resume:
Rod Montgomery **** Coachmont Dr.
Fairfield, OH *5014
**********@***.***
Career Summary
Experienced information systems professional looking to advance in a thriving technology-based position.
I have many years of experience in supporting customers and colleagues via phone, remote, or desk side support.
Within my current position I have 15+ years of experience with SQL, both writing and running scripts.
Experience in many of the Microsoft technologies, as well as strong analytical and communication skills to build intuitive business solutions and provide a basis for learning new technologies.
Excellent attention to detail and documentation. Not only creating documentation to help other support personnel, but also end-user training documents for various software programs.
Ability to learn software and hardware quickly.
Excellent logical and troubleshooting techniques.
Provided solutions to various industries including broadcast, banking, medical instrument, health care, and legal offices.
Implemented, administered, and trained colleagues on different CRMs (Remedy, Salesforce, TeamSupport, and Vtiger)
Many years of experience running a helpdesk, both for smaller local and larger enterprise environments. For example, with Entex, I was tasked as a subcontractor to implement and run the help desk for a fortune 500 company.
Ran projects for local clients. Ran a 1200 PC, hardware and software upgrade roll out project.
Implementation of helpdesk and call tracking software. Hardware rollout in local hospital system.
Training in MS Office programs. Created a training program for outside sales reps. Then training the reps when they came in for regional sales meetings.
30+ years of desktop hardware, software and customer support. On-site technical lead at major corporations in Cincinnati. This involved the support and problem solving of hardware and software issues. Making sure new equipment was ordered, installed, and deployed properly. Phone and desk side support of computer systems.
Building, maintaining, and administration of Windows servers up to Windows 2019.
Working with our NY SOX Compliancy team to ensure my disaster recovery server room, our telemarketing server room and data follows the standards. This included the connection of the servers, battery back-up systems, fire prevention, passwords, door access security, data back-up and off-site storage of the back-ups.
Technical Summary
Database Systems
Microsoft SQL Server (2005, 2008, 2012, Express, 2014, 2016, 2019)
Oracle
Microsoft Access
Training
Cisco Call Manager Administration
Scale, UNISON Admin, RPM
CNA, CCNA, MCP, A+, Sales Force, Remedy, TeamSupport, VTiger, SQL, SQL Express, Microsoft Clustering, SQL Clustering. AWS, Azure.
Operating Systems
MS Windows – All Versions
Windows Server up to 2019
Novell
Older MAC OS
Professional Experience
Telestream, Nevada City, CA Aug 2008 – Apr 2023
Senior Software Support Engineer
Phone, remote, and onsite support of our proprietary Broadcast Media Archiving software.
Configuration to archive and restore from Cloud, disk and tape. Configuration of disaster recovery.
Onsite and remote installation of our product.
Liaison between customer and development to insure best customer experience.
Our software runs on a SQL Database, so writing and running scripts on production databases to gather information or solve issues.
Administrator (Includes setting up, training, implementation and daily administrative tasks) of our CRMs we have used (Salesforce, TeamSupport and VTiger).
Databases to gather information or solve issues.
Administrator (Includes setting up, training, implementation and daily administrative tasks) of our VOIP Phone System.
Setting up Microsoft and SQL Failover clusters.
Delta Funding Corp., West Chester, OH Jun 1997 – Jan 2008
Senior WAN/LAN Administrator
Cisco Call Manager: Implement changes, configuration, and administration, troubleshoot, and fix issues.
Cisco Unity: Implement changes, configuration, and administration, troubleshoot, and fix issues.
Cisco Routers and Switches: Configure and make changes.
Aspect Dialer: Support, maintain, and administration of the dialer. This included loading data, creating accounts, filtering tables, and other duties.
Disaster Recovery: The Cincinnati facility was the Disaster Recovery site for our NY facility. Made sure all equipment was properly connected, running, and helped with updates.
Phone reports: Researched and implemented system, created reports, branch structure and trained managers on the system.
SOX Compliancy: Working with NY facility to make sure we were.
Desktop Support: Fix, install, image, diagnose all hardware and software issues.
Training: Created and taught classes for Excel and general computer functions.
Software Knowledge: MS Server 2000-2003, MS SQL 2005, Unison 7.x, RPM, DynaComm, Sixth Sense, Crystal Reports, Cisco Call Manager 4.x and 3.x,, Windows 3.0 – 10, Ghost, Citrix, Cisco VPN, VNC, Microsoft Office, MS Access, AS/400 queries, Groupwise, Novell, Infortel Select Control Center 7.5, Oracle, Crystal Reports, Heat, Remedy, Outlook 2007 - 2016.
ENTEX Information Services, Mason, OH Dec 1996 – Jun 1997
Network Engineer
Onsite Lead Tech at Major Corporations: Project manager for a Windows 95 migration, implemented helpdesk software and help manage. Provided 1st and 2nd level hardware and software support.
Member of the Microsoft Initiative Program: This was a group of individuals that specialized in Microsoft products and Compaq Server implementation.
Lead Hardware Tech: Implemented a 1200 PC hardware and software roll out project.
Training: At customers request I conducted Microsoft Office and computer classes.
Education
Cincinnati Technical College, Cincinnati, OH 1985 – 1987
Associate Degree, Biomedical Electronics
References
Available upon request.
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