Technical Support Data Analyst

Timothy C. Beck

**** ***** ******, **********, ** 15215

412-***-**** · *******.****@*******.***

Professional Summary

Seasoned customer service and technical support professional with over two decades of experience across call center environments, software implementation, SQL-based systems, and technical troubleshooting. Demonstrated strength in process optimization, cross-functional collaboration, and delivering effective user training and technical documentation. Core Competencies

- Tier 1 & Tier 2 Technical Support

- SQL Server & SSMS

- Microsoft Office Suite & SharePoint

- Data Reporting & Validation (Salesforce, Ephesoft, Crystal Reports)

- Software Training & Documentation

- Project Management & Business Analysis

- Client Relationship Management

Professional Experience

Volunteer

AARP & American Red Cross, Pittsburgh, PA · May 2023 – Dec 2023

- Processed and validated OCR data using Ephesoft for military service records.

- Managed quarterly donation and volunteer service reporting via Salesforce. Applications Specialist

1

Netsmart, Pittsburgh, PA · Apr 2017 – Mar 2020

- Delivered Tier 2 technical support for nationwide healthcare clients.

- Led SQL data conversions and product deployment efforts.

- Provided on-call rotating technical support.

Project Manager / Systems Analyst

Askesis Development Group, Pittsburgh, PA · May 2010 – Apr 2017

- Managed 100+ software customization projects.

- Authored requirements, user stories, and test plans.

- Led client training sessions and coordinated deployment schedules. Systems Analyst

Askesis Development Group, Pittsburgh, PA · May 2002 – Apr 2010

- Resolved technical support requests and account-level escalations.

- Developed and maintained customized Crystal Reports for clients. Assistant to CTO (Consulting)

Alcoa Corporation, Pittsburgh, PA · 2001

- Delivered international IT support to CTO, including VPN and mobility solutions. 2nd Level Help Desk Analyst (Consulting)

Bayer Corporation, Pittsburgh, PA · 1998 – 2000

- Developed intranet workflow solutions and conducted help desk training. Additional Technical Support Roles (1981–1998)

- Provided technical support and supervisory leadership across multiple organizations. Education

Bachelor of Science in Management Information Systems 2

University of Phoenix, Phoenix, AZ

Associate of Science in Business Management

Front Range Community College, Denver, CO

Military Service

United States Air Force – MacDill AFB, FL

1977 – 1981 · E-4 / Sergeant

- Electronic Weapons Systems Specialist

- Honors: Outstanding Unit Award, Good Conduct Medal, Expert Marksman 3

Contact this candidate