Technical Support Representative

MICHAEL SYCHOWSKI

*** ******* ****** ******* ****, IL 60409

*.*********@*******.***

CAREER OBJECTIVE

A motivated, accomplished, professional with customer support, problem solving skills and communication skills. Seeking a challenging position with a dynamic organization with room for growth, personal and professional development.

PROFESSIONAL EXPERIENCE

Deluxe Media Services - Vernon Hills, IL 2001 - 2007

Customer Support Analyst

Input all data for Help Desk problems into an automated Help Desk system.

Provide general assistance with word processing problems, spread sheet issues, internet questions and printer routing questions.

Assign priority for resolution and follow up with customer to determine if problem has been resolved.

Report customer resolutions or complaints and ensure all Help Desk items are resolved and closed.

Actively escalate tickets of high or emergency priorities and monitor servers, backup programs and error consoles.

Provide desktop support using remote assistance and operational support for the AS/400 including EDI sweeps, backups, tape restores and system monitoring.

Monitor servers, backup programs and error consoles and create tickets and route as appropriate securities.

Provide desktop support over the phone and using remote assistance for problems which can be addressed remotely.

Provide operational support for the AS/400 including EDI sweeps, backups, tape restores and system monitoring.

Staged and setup PC’s for customers with XP operating system.

Perform daily and weekly backups for AS/400 and LAN backups.

Monitored AS/400 system for system errors and take immediate corrective action.

Submit AS/400 purges, reorgs, pilot jobs and monitor job queues. .

Perform weekly and daily backups on AS/400 platform.

First level /second level support for AS/400, SAP, and Windows XP platforms.

Monitor level two responses to emergency and high problem tickets.

Resolve security issues for customers on AS/400, SAP, and Windows XP.

Whitman-Hart, Chicago, IL 1999 - 2000

Consultant

Installed, configured, and provided technical support to various clients using AS/400.

Supported Waste Management clients with the consolidation of sites.

Waste Management Lombard IL 1995-1999

Technical Support Analyst

Evaluated work load and capacity of computer system to determine feasibility of expanding or enhancing computer operations.

Part of a support team that had 700 internal customers across the nation at the corporate 7/24 help desk. AS/400 operations support along with several applications support during regular business hours and after hour's emergency support.

Assisted customers with security issues (Adding, changing, deleting user ID's).

Troubleshooting connectivity problems (PC, printers, terminals, remote controllers) unitizing Ethernet, Token Ring, TCP/IP.

On site or telephone support for AS/400 hardware installations and software upgrades. In addition to installing, and configuring remote 5494 controllers. Provide AS/400 to PC applications support including Net Soft, Rumba and Client Access for Windows. This support included installing, configuring and troubleshooting the applications connectivity.

Daily monitoring of upload and download data to and from the AS/400 to the mainframe. Assist customers with upgrading from Windows 95 to Windows 98 in addition to providing application support for clients using proprietary software.

CAREER SUMMARY

A professional with over twenty years of experience, in the technical and customer support area. Professional experience includes consulting, field service, client training, hardware, and software, and business application support on various platforms.

Previous consulting projects involved implementation of an information system in a Client Server, PC based, and mainframe/midrange computer environments.

Experience dealing with users on any level, in a variety of industries including manifesting, fast food, recycling, campus resource and pharmaceutical.

EDUCATION & PROFESSIONAL TRAINING

Devry Technical School, Completed Computer Technician Course

Wright Jr. College, Computer Science

Moraine Valley - LAN & Networking Courses,

Whitman-Hart - Windows 2000 training.

A/S 400, SAP, WINDOWS XP security training courses.

Internet Specialist Courses.

Contact this candidate