Customer Support Analyst
Resume:
Jonathan Alexander Pama
IT Educational & Services Professional
Woodbridge, VA 22193
adwhjx@r.postjobfree.com
Dear Manager:
Research shows that the best method to manage a technical operation is by creating a systemic approach for every application. I am extremely excited to apply to any position relating to Customer Care Technical Writer or Technical Support within your company, I would also be interested in the following type of positions, of IT Trainer/Instructional Technology, and Customer Service and to create an environment or enhance an environment in which structure can optimize client operations. In summary, you will see from my resume that my qualifications line up perfectly with your agency goals. But what really makes me a fit for your agency is my deep commitment to client services and resolve for a genuine learning experience that all customers may be able to benefit from. And my flexibility to work overtime and doing whatever it takes to ensure a proper learning environment. I would very much like to speak with you in person. I am eager to learn more about your agency, specifically, any function relating IT Trainer/Instructional Technology or customer technical support. I have completed a technical training course at Strayer University that encompasses subjects such as Network Fundamentals, The OSI Model, TCP/IP, Network Access and Security, Network Troubleshooting, and WAN and remote access technologies that would be endorsed by the Middle States Commission on Higher Education. Should there be any position that opens that I may be a good match, I will be extremely excited to discuss how I would be able to facilitate the long-term aspirations of Character Lab. In the meantime, thank you very much for your time in reviewing my resume for potential future employment.
Sincerely,
Jonathan Alexander Pama
Enclosure: resume
JONATHAN A. PAMA
3342 Nadia Loop • Woodbridge, VA 22193 • Phone 571-***-**** E-mail: adwhjx@r.postjobfree.com
OBJECTIVE
To obtain a position of Virtual Services Customer and Technical Support infrastructure or Management position relating to customer and technical sales support. EXPERIENCE
American Institute of Architects-Catina LLC., Washington, DC Technical Customer Support Analyst May 2008 to November 2022
Provided a wide range of technical, instructional, and business support utilizing AIA Contract Documents and integrative cloud-based applications with Microsoft Office and Windows Operating Systems. Diagnose and resolve technical issues relating to cloud-based AIA Contract Document application integration with MS Office and coding with the AIA cloud-based product and data migration utility application, ensuring client data is properly migrated to server, troubleshooting file corruption conversion issues. Orientated clients on the usage of the AIA Contract Documents application inclusive of creating of new projects, working with application check variance module, creating product templates, and finalizing their project applications. Instructed clients on the overall usage of the AIA Contract Documents applications, including alternative solutions regarding technological restrictions and cloud and software application conflicts to allow clients to complete their projects. Resolved multiple technical issues relating to the programming of the product and programming issues that conflicted with the check variance component of the online and software application. Troubleshooted issues with the integration of AIA application with in the .net environment, troubleshooting integration issues with the AIA Contract Docs application and .net related integration issues relating to integration with other Microsoft application issues. Reviewed with clients the overall operational tendencies of the AIA Contract Documents and Microsoft software packages and instructed methods of resolving or creating a viable solution that will allow for the clients to complete their projects until a permanent resolution is determined. Diagnosed and resolved issues in relation to .net framework and component applications utilized by the AIA Contract Documents application. Tested AIA Contract Documents pre-release version application, reporting application results and documentation to division software development team to review prior product final rendering, ensuring long-term quality corporate IT product (ITIL-application base). Investigated and resolved connectivity, firewall, browser, and Java configuration issues enabling AIA clients to connect with the Contract Documents server application and successive product deployment. Virginia Systems Inc., Manassas, Virginia
Help Desk Specialist November 2007 to March 2008
Customized on-site and in office customer technical support corresponding to their unique corporate requirements. Diagnosed and repaired Ford Motors (Manassas Head Quarters) computer equipment ensuring zero lost in data and rebuilding and reconfiguring equipment for network resource sharing. Configured Ford Motors proprietary accounting ordering application on their workstations, providing for a seamless accounting operational environment. Created wireless network infrastructure for residential customers, enabling wireless operations and access to the internet. Provided printer support for Alexandria City public schools, Birmingham Green Medical Facility, and Battlefield Ford operations facility. Ordered customer computing and printing components for installation and management of Virginia Systems customer diversified working environments. Maintained corporate trouble ticket system, ensuring all work orders are updated and submitted for concluding imbursement. Maintained all corporate and client network connections, ensuring internal and external networking operations.
Engineering Management Concepts Inc. & Tetra Tech Inc., Arlington, Virginia Computer Support & Instructional Specialist February 2001 to August 2007
Provided a wide range of technical support from desktop applications to LAN/WAN design, implementation, and maintenance for company’s multiple satellite east coast operations infrastructure. Managed corporate Microsoft Exchange 2003 Server, authorizing and creating e-mail/forwarding accounts in support of company’s 500 user network. Managed Windows 2003 Server Active Directory, establishing user profile logins, security access groups, and implemented Organizational Unit (OU) profile capabilities for vendor contract and tiered IT support. Implemented and managed Cisco wireless Aironet 1200 series access points, establishing WPA-PSK security scheme. Installed preconfigured Cisco System routers enabling multi- workstations connectivity to the Internet and network resources. Instructed office staff on all MS Office applications, network utility login applications (utilization of VPN enabling a stable multi-workplace environment), and instructed office team members on the correct infrastructural methodology usage ensuring for a more secure operational practice and minimized probability for lost of data. And allowing for the division to successfully fulfill a broader more diversified client based service. Designed and implemented corporate video teleconferencing facility enabling Earned Value Management (EVM) training applications over a Meeting places (blackboard) sharing environment incorporating audio/visual exchange for cost analysis personnel of Missile Defense Agency (BMDO-MDA). Designed and implemented divisional business continuity program, incorporating network disaster recovery and trouble shooting measures for the restoration of network operations. Designed and implemented IT disaster recovery and management program through the configuration of ARCserv and NOVAnet network disaster recovery restoration application. Served as division IT Acquisition Procurement Specialist, ensuring hardware and application compatibility with existing corporate infrastructure, performing business audit of product, certifying application requirement of established business standards. Purchased, implemented, and managed hardware and software applications for corporate division infrastructure.
EER SYSTEMS INCORPORATED, Arlington, Virginia
Local Area Network (LAN) Manager August 2000 to January 2001
Provided across-the-board maintenance and upgrade services for Windows New Technology 4.0 networked applications. Serviced network hardware applicability issues associated with the diagnosis and replacement of Small Computer System Interface (SCSI) and multimedia cards, hard drives, processor chips, modems, and printer accessories. Provided imperative upgrade and maintenance of office software applications MS Office, Netscape Communicator, Internet Explorer, Windows NT 4.0, Windows 95, and Defense Acquisition Deskbook (DAD). Authorized and established networked remote operator e-mail accounts for utilization on the Microsoft Exchange Server. Successfully supported a multi-contractual technical obligation, fulfilling individual company technical requirements. Expertly qualified for ensuring network security through classification and distribution of operator accessibility permissions via User Manager for Domains and directory file sharing security properties applications. GEORGE MASON UNIVERSITY (Internship Program), Fairfax, Virginia Webmaster/Computer Technician Intern June 1999 to May 2000 (GMU Internship)
Developed and implemented graphical user interfaces for Internet applications utilizing Netscape Communicator, Macromedia Flash 4.0, Adobe Photoshop 5.5, and Illustrator 8 applications. Tested and evaluated web page development software for student use over Prince William County Public Schools (directly involved in the applicability and implementation onto educational systems). Researched, analyzed, and compiled web graphical and Internet information for incorporation into the college's multimedia educational website program. Assisted system and network administrators in the setup and configuration of student lab client/server computers and network connectivity to the college infrastructure. EDUCATION
2006–2007 Strayer University, Woodbridge, VA
Graduate Courses, Masters of Education (Technology Specialization), 3.8 GPA. 1997–2000 George Mason University-New Century College, Fairfax, VA
Graduated, Bachelor of Arts Degree (Computer Graphics & Design major), May 2000, 3.5 GPA. 1994–1997 Northern Virginia Community College, Woodbridge, VA
Graduated, Associate of Science Degree (General Studies major), January 1997. COMPUTER SKILLS
Training: Learning Tree International; System and Network Security, A Comprehensive Introduction, Strayer University; Information Systems for Decision-Making (including the majority of content covered in the A+/Net+ certification and Microsoft infrastructural implementation policy and implementation), AIA Customer Interaction Support and Satisfaction, various training courses. ITIL program implementation and management. PCI security transaction training
Operating Systems: Disk Operating System (DOS), Windows 10, 8, 7, XP, 2000, NT, 2003-16 Server, Exchange Server 2003, UNIX, Ultimate Boot Disk 9.0.2, Microscope, Mac Operating Systems (used on IBM- compatible Pentium and Mac PCs operating on client/server, minicomputer, or mainframe networked platforms), Ipconfig, Netstat, and Nbtstat.
Network Hardware & Protocols: Netopia, Lynksys, Cisco, and Lucent Hubs/routers. Transmission Control Protocol/Internet Protocol (TCP/IP), Network Basic Input/Output System (NetBIOS), NetBIOS Extended User Interface (NetBEUI), Dynamic Host Configuration Protocol (DHCP), Domain Naming System (DNS), and Cisco Virtual Private Network (VPN).
Network Applications: ARCserv, UltraBac, NOVAnet, Ghost 7.5, Telnet, SMS, Ping, Tracert, MS Terminal Services Client, and Metastorm, RIMS, TIMS, Netforum, SharePoint trouble ticket management application.
Internet: Internet Explorer, Mozilla Firefox, Google Chrome, Dreamweaver 2 and 3, Front Page, Eudora
(Electronic-mail), File Transfer Protocol (FTP), Team Viewer, Macromedia Flash, Java, and multiple firewall environmental connectivity application configuration.
Hardware Interfaces: Zip and Hard Drives, Small Computer System Interface (SCSI), multimedia, and Ethernet Network Interface Cards (NIC), Modems, Central Processor Units (CPUs), and Optical Fiber Cabling.
Office Applications: Teams, Access, Word, Excel, PowerPoint, Outlook E-mail, WordPerfect, and LOTUS 1-2-3.
Graphical Applications: HTML, Visual Basic 5, Print Artist (Graphics), PowerPoint, Macromedia Director, Adobe Photoshop 5.5, Illustrator 8.0, Infini-D, Premiere, Adobe PageMaker, Corel Draw, and image scanning applications.
CRM: Metastorm, Timms, Netforum, Trackit, and Zendesk
Access Management: Azure and Windows Active Directory REFERENCES
Available upon request
References:
National Hero Responsible for Saving 8 Lives during 9/11 Isaac J. Ho’opi’i
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Brian Robinson
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Hawaii State Governmental Affairs
Anthony Baccay
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