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Customer Service Software

Griffin, GA, 30224
August 27, 2012

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Jason R. Hicks

*** ******** ***** | Griffin, GA *0224

770-***-**** |

Portfolio Site:


A multi-skilled IT veteran with over 15 years experience that is always seeking the next challenge and looking forward to an opportunity to further advance my Web and/or Software Development skills.


Software: HTML, CSS, PHP, JavaScript, jQuery, WordPress, Linux (Ubuntu, SUSE, RHEL), Windows (3.x, 9x, NT, 2000, XP, Vista, 7, Server 2003, SBS 2008, SBS 2010, SQL Server 2005), C++, Ruby, Drupal, Magento.

Hardware: Repair, maintenance and technical support for desktop PCs, laptops, servers, printers, scanners, copiers.

Professional: Technical documentation; hardware, software and network troubleshooting; web development; remote technical support; process management; leadership/team building.


UGA-Griffin Campus Computer Technician Present

The University of Georgia, founded in 1785, is the oldest and most comprehensive institution of higher education in Georgia. It’s also consistently ranked among the top 25 public universities in the nation by U.S. News & World Report, based on such factors as academic reputation, student retention and faculty resources. UGA also ranks high on Kiplinger’s list of best values among public universities in the country.

Duties and Responsibilities:

Primary contact for technology needs for the Assistant Dean and his office.

Also report to the campus business office as an IT resource.

Also responsible for setting up projectors and Tandberg systems for meetings, projects and conferences.

Liberty Technology

Synergistic Software, Inc.

Eyesore, Inc.

Contractor 2010 – 2012

At the end of 2010, I began working in several short-term contracting roles. Each of these positions at each company allowed me to expand my Web and software development skills, while still utilizing the systems and network administrator skills I have already established throughout my career.

Duties and Responsibilities:

Acted as a “catch-all” service support desk for multiple customers with issues ranging from hardware to Web development and networking to software and database

Main objective is to document all internal processes and procedures, maintain company website and intranet/wiki.

Liaison between Liberty Technology and approximately 65 clients, both business and individual, that purchased annual service contracts.

Assisted with creating and supporting the RMS/JMS application supplied to Georgia law enforcement agencies.

Programming languages included: .NET, PHP, HTML 5, CSS.

Primary resource (acting IT department) for Butts County Sheriff’s Office and Courthouse.

Maintained Butts County Sheriff’s Office’s network and all clients on their domain.

Backend web development utilizing HTML, CSS, JavaScript and PHP.

Developed custom pages in WordPress, Joomla and Drupal.

As a test, was tasked to create a small Web 2.0 website with built in blogging system and photo sharing, from scratch, without the aid of a framework.

Technologies Used CRM tools, HTML, CSS, PHP, JavaScript, WordPress, Linux (Ubuntu, SUSE, RHEL), Windows (3.x, 9x, NT, 2000, XP, Vista, 7, Server 2003, SBS 2008, SBS 2010, SQL Server 2005), C++, Ruby, Drupal.

DeKalb County Board of Health Systems Analyst 2009 – 2010

DeKalb County Board of Health offers public health services that include immunizations, body crafting permits, food safety classes, hearing/vision screening, radon testing, mental health and so on. The DCBoH has 5 health centers throughout DeKalb County.

Duties and Responsibilities:

Primary duties are to install newly purchased computers/monitors/printers, configure software applications and provide any help desk work requests or on-site troubleshooting for the WIC (Women, Infants and Children) Clinics in the DeKalb County Board of Health System.

Assisted IT Director with adhering to the budget set by the WIC Director.

Utilized Norton GHOST to create a “master” image of DCBoH's software programs, web utilities, email setup, remote client access, etc.

Assisted the Network Administrator with setting up a WSUS service and with setting up Active Directory on a newly installed Windows 2008 server.

Atlanta Postal Credit Union Network Administrator 2007 – 2009

Atlanta Postal Credit Union was founded in 1925 and offers financial services to the Postal Service and their family members. APCU has 7 customer service branches, as well as, a 24/7 Internet branch and a Key Teller Audio Response Service.

Duties and Responsibilities:

Analyst for multiple server types/functions (Exchange Server 2003/2007, SQL Server 2005, Windows Server 2003 Enterprise Edition/2008 R2, DNS and Active Directory Servers, Unix/Linux Servers)

Also created/maintained technical documentation and control documents of all the software, hardware and 3rd party support information utilized by the APCU IS Department.

Set up and maintained a Websense server.

Spearheaded disaster recovery scenarios with SunGard on multiple occasions.

Utilized SUSE SLES for tape and jump drive backups, as well as, ATM transactions software client management and virtualization with Xen hypervisor.

Assisted Senior Network Analyst with Solar Winds, Ethereal/Wireshark, mrtg, SNMP sweeps, What's Up Gold, NetMon and a variety of other web and network reporting and monitoring tools.

Technologies Used CRM tools; SUSE; UNIX; Websense; All Windows OS; HTML; JavaScript; mrtg; Solar Winds; Wireshark; What’s Up Gold; NetMon; SQL.

IBM Team Leader – Remote Technical Support 1997 – 2007

IBM is a well-known multi-national technology company, founded in 1911 and is headquartered in Armonk, New York, United States. IBM manufactures and sells computer hardware and software, and it offers infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology.

Duties and Responsibilities:

Lead Technical Assistant for a remote support call center responsible for troubleshooting laptops, PCs, servers, printers, scanners, networking and Operating Systems (Unix/Linux, OS2 Warp and Windows).

Responsible for writing technical manuals and diagrams for IBM's supported products for in-house use.

Also responsible for maintaining database for the TSRs' metrics on a weekly, monthly, quarterly basis.

Assisted with developing an intranet site containing a technical knowledge database for internal employees and privileged customers that helped increase first-call resolution and decreased multiple-onsite tickets and time spent troubleshooting.

Began as a field technician (onsite support) and, through hard work, training and dedication, eventually moved into a leadership position.

Key Accomplishments:

Awarded cash bonus by our team manager for successfully training 20+ new employees on the company’s system(s), online/software tools and the supported products.

Selected to attend IBM's Technical Symposium in May, 2005 as an award for being an above and beyond contributor to our team.

Technologies Used: Helpdesk and CRM tools; Linux; UNIX; All Windows OS; HTML; C++; JavaScript; BASIC.


Gordon College – Barnesville, GA Nursing 1993 – 1996


Certified Internet Webmaster – CIW Foundations Associate (1D0-510) – September, 2011


I enjoy spending time with my wife and son, playing and listening to music, reading, writing, travelling, camping, hiking and hanging out with friends and family.

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