Technical Support Specialist

LaMont Driver

Douglasville, GA *****

404-***-**** **.******@*****.*** www.linkedin.com/in/lamontdriver

SUMMARY

Experienced Technical Support Specialist and Systems Analyst with a proven track record in providing high-level technical support, troubleshooting, system integration, and service management. Highly skilled in diagnosing complex hardware and software issues, managing databases, and delivering outstanding customer service. Expertise in cloud-based solutions, SaaS, SQL, and remote support.

PROFESSIONAL EXPERIENCE

Technical Support Analyst

DEXIS/Gendex, Alpharetta, GA July 2019 – Dec 2024

●Delivered advanced troubleshooting for field service technicians and internal teams via phone, email, chat, and ticketing systems (OTRS, Quickbase, Salesforce).

●Spearheaded technical support for DTX setup and troubleshooting (both hardware and software) since beta phase.

●Diagnosed and resolved complex issues related to pan imaging systems using schematics, technical orders, and problem-solving techniques.

●Managed database and documentation processes, ensuring up-to-date records for technical issues, resolutions, and process improvements.

●Provided remote SaaS-based support, ensuring seamless operations for both internal users and customers.

Tier 3 Technical Support Specialist

DEXIS/KaVo Kerr/Envista, Alpharetta, GA July 2015 – 2019

●Specialized in diagnosing and resolving escalated software/hardware issues, managing support tickets, and coordinating resolutions via platforms like Salesforce and Quickbase.

●Performed server/database migrations, MySQL cloud-based management, and SQL Server configurations and optimizations.

●Provided advanced technical support for 3D i-CAT Imaging, training teams and acting as POC/SME for imaging and support issues.

●Facilitated server management, including SQL Server Surface Area Configuration Manager, backup, replication, and security protocols.

Technical Support Specialist

DEXIS, Alpharetta, GA July 2013 – 2015

●Delivered comprehensive support for digital radiology software/hardware platforms through calls, email, and remote tools.

●Managed escalated cases, ensuring timely and effective resolutions. Acted as a POC for complex issues, providing guidance to teams.

●Played an essential role in the Dexis 9/10 upgrade project, ensuring smooth transitions and thorough training for the team.

●Utilized Salesforce and participated in quality initiatives like CAPA, improving product quality and customer satisfaction.

Systems Analyst/Master Technical Support Specialist

IBM Global Services, Atlanta, GA Jan 2000 – Feb 2013

●Led product management processes, including system design, implementation, and analysis of technical support websites.

●Trained and coordinated global teams, providing administrative and technical support at the 2nd and 3rd level.

●Managed critical technical issues and worked with cross-functional teams to enhance product offerings and services.

Integration Services Specialist Supervisor

IBM Global Services, Norcross, GA Jan 1998 – Jan 2000

●Configured Cisco and IBM routers and provided quality assurance for a specialized technical team.

●Mentored and coached the team, offering consistent support and recognition of individual achievements while maintaining high team performance standards.

EDUCATION

Associate in Science (AS)

Olive Harvey College, Chicago, IL

Certified Computer Technician

Chicago Vocational High School, Chicago, IL

GPA: 3.8+

PROFICIENCIES

●Operating Systems: Windows, MacOS, Linux, AIX, AS400

●Software/Tools: DTX, Vixwin, Cliniview, Siebel, Microsoft Office Suite, Salesforce, Quickbase

●Databases: SQL Server, MySQL, Azure, SQL Management Studio, Surface Area Configuration Manager

●Remote Support: SaaS, LMS, Centra Administrator, Elluminate Administrator

●Programming/Development: Java, Adobe Photoshop, Dreamweaver

●Others: Smartdraw, Hypersnap, Second Life, Brio, Expert Reporter

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