Customer Software
Resume:
Stephen M. Gray
Falling Waters, WV 25419
Cell Phone: 410-***-****
Email: ********@*****.***
Objective: To find an information Technology position within a high energy organization that requires a customer oriented, self motivated individual.
Professional Experience:
October 2008 – Present
Micros System Inc, 7031 Columbia Gateway Dr Fl 1, Columbia, MD, Joe Noto 443-***-****
Customer Support Analyst 2
• Supported Micro Systems Inc. products running on server platforms such as Unix, Windows server 2000/2003/2008 and workstation operating systems such as windows CE/XP Profession / Windows embedded Point-of-sales 2009
• Resolved customer software, communication and hardware problems.
• Provides customers with detailed instructions to resolve software related issues.
• Provide support to technical and non-technical personnel during software implementations and upgrades.
• Serves as escalation point for level 1 personnel.
• Developed and performed training on products and support modules.
• Responsible for insuring customer satisfaction by perform post call follow-ups.
• Responsible for mentoring customer support analyst 1 personnel.
• Trained new personnel on support center procedures and methodology.
• Attend research and Development meetings to provide input on system issues.
• Provide support to Major Account Customers.
• Used Clarify Customer Relationship Management System to document system problem and solutions.
January 2008 - October 2008
Micros System Inc, 7031 Columbia Gateway Dr Fl 1, Columbia, MD, Joe Noto 443-***-****
Customer Support Analyst 1
• Supported Micro Systems Inc. products running on server platforms such as Unix, Windows server 2000/2003 and workstation operating systems such as windows CE/XP Profession.
• Resolved customer software, communication and hardware problems.
• Provided level 1 support for Micro Systems product.
• Worked with-in support call center servicing a variety of clients and software.
• Provided support to technical personnel during implementations and upgrades. Served as conduit between level 1 and level 2 personnel.
• Used Clarify Customer Relationship Management System to document system problem and solutions.
• Escalated unresolved cases and needed.
September 2007 – January 2008
Insight Global Inc., 7550 Teague Rd Ste 402, Hanover, MD, 443-***-****
Contract Employee.
• Provided level 1 support for Micro Systems product.
• Worked with-in support call center servicing a variety of clients and software.
• Provided support to technical personnel during implementations and upgrades. Served as conduit between level 1 and level 2 personnel.
• Escalated unresolved cases and needed.
• Used Clarify Customer Relationship Management System to document system problem and solutions.
July 2006 –September 2007
Coleman American Moving Services, 4715 Trident Ct, Halethorpe, MD, Steve Hovak 410-***-****
Dispatch/Quality Control/ Inbound-Outbound Coordinator
• Responsible for checking maintenance record on company vehicles.
• Responsible for setting up daily moves schedules.
• Prepared paperwork for both Allied Corporate and Coleman local moves.
• Responsible for the setup and co-ordination of military moves.
• Checked the quality of move services provided by company personnel.
August 2003- July 2006
Damon’s Grill, Arundel Mills Mall, Hanover, MD, Kendall Bird 410-***-****
Server, Trainer, Kitchen and Front of House Supervisor
• Responsible for training new personnel.
• Required to handle up to $7000 per shift.
• Responsible for inventorying and ordered supplies and food.
• Created schedules for 40 personnel.
• Supervised shift which consisted of 25-40 personnel depending on shift and day of the week.
• Handled any complaints and/or compliments from Customers.
Education:
• High School Diploma
• Coppin State College (20 Semester Hour Credits)
• University of Maryland Baltimore County (7 Semester Hour Credits)
• Microsoft A+ Certification (2007)
Other IT Skills:
• Worked with Clarify Customer Relationship Management Software.
• Worked with Avaya Phone systems.
• Worked with VMWARE, Oracle, and SQL Server.
Volunteer Work:
June 2002-August 2002
Air National Guard Readiness Center, Andrews AFB, Md., William Gray -410-***-****
• Worked within IT Helpdesk function 2 day per week. Prepared and setup new desktop computers for distribution to customers. Installed Windows NT workstation and MS office. Fielded user question concerning operating system and office package. Preformed troubleshooting on minor computer and network problems. Developed and maintain excel spreadsheets to track IT supplies.
June 2001-August 2001
Air National Guard Readiness Center, Andrews AFB, Md., William Gray -410-***-****
• Worked within IT Helpdesk function 2 day per week. Prepared and setup new desktop computers for distribution to customers. Installed Windows NT workstation and MS office. Fielded user question concerning operating system and office package. Developed and maintain excel spreadsheets to track IT supplies.
June 2000-August 2000
Air National Guard Readiness Center, Andrews AFB, Md., William Gray -410-***-****
• Worked within IT Helpdesk function 2 day per week. Prepared and setup new desktop computers for distribution to customers. Installed Windows NT workstation and MS office. Fielded user question concerning operating system and office package. Preformed troubleshooting on minor computer and network problems. Developed and maintain excel spreadsheets to track IT supplies.
Other Reference available upon request.
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