Technical Support Analyst Resume

Title
Technical Support Analyst

Primary Skills
Linux, MS-DOS, Windows

Location
US-PA-Telford (will consider relocating)

Posted
Mar-07-09

Objective

Seeking a position in the IS/technology field as a Technical Support Representative.

Summary

•Successfully completed undergraduate Computer Science program.
•Demonstrated professionalism and reliability as a Technical Support Team Leader.
•Bilingual: Fluent in Spanish.

Education

•Bachelor of Science, Computer Science, 2002. Kean University, Union, NJ.
•PSP (Personal Software Process), Software Engineering, 2003. SEI, New York.
•SICOM Database Specialist, SQL Relational Databases. June 2004, Doylestown, PA.

Technical Skills

•Languages: C++, Turbo Pascal, and Assembly Language.
• Software: MS Office, Word, Excel, PowerPoint, MS Windows 95/98/2000/NT, XP, Outlook Express, Adobe Acrobat, MS-DOS and Linux.
•Hardware: Possess ability to identify and install Computer's components such as CPU, Memory, NIC/Sound Card, Hard drive, Floppy drive and CD-ROM drive.

Coursework

•Computer Assembly Language: Studied data representation, numeric notation, memory organization, computer architecture, logic design, machine instruction set, assembler directives, fetch and execute loop, and subroutine calling mechanism.
•Database Management Systems: Course covered RDBMS, tables, Structure Query Language, binary and unary operations, design of relational database, Normalization, Database integrity, Constraints, and Distributed databases.

Related Projects

•PSP I: Planning: Successfully coded six programs in C++: Estimated the mean and standard deviation, Counted logical lines of code in a program, Counted objects' lines of code in a program, Calculated the linear regression size-estimating parameters, Numerically integrated a function using Simpson's rule and wrote the function for the normal distribution, Calculated the 90% and 70% prediction intervals for an estimate. Personal historical data available for size-estimates.
•PSP II: Quality: Created a program to calculate the correlation between two series of numbers to determine the significance of that correlation. Wrote a program to sort a list of real numbers in ascending order. Created a program to calculate the degree to which a string of real numbers is normally distributed. Wrote a program to calculate the three-variable multiple regression estimating parameter, and to make an estimate from user-supplied inputs. Personal historical data available for producing quality software.

Employment History

SICOM Systems Inc.
Technical Support Team Leader (January 2004 -- Present)
•Applied Problem Solving techniques to serve as an internal source on System issues. Resolved software issues representing customer's needs.
•Troubleshot POS hardware/software and resolved issues in a timely matter.
•Installed/updated software running on MS-DOS and Linux OS.
•Investigated System performance and Installed LAN networks of POS System using bus and start topologies.
•Maintained/updated/cloned databases over TCP/ IP and VPN connection.
•Forwarded router's ports and set up Local Area Networks.
•Restored/backed-up server files from backups disks remotely and followed policies and procedures to provide security access to electronic data.
????????•?????Conducted training to technicians and assured customer's issues were resolved successfully in a timely manner.

Dendrite
QA Analyst (October 2003 -- December 2003)
•Configured IBM Laptops running Windows 2000. Configured Machine Settings, Outlook Configuration, Network Synchronization, BIOS Settings, and Back-ups.

Certifications
?PSP (Personal Software Process), Software Engineering, 2003. SEI, New York.
?SICOM Database Specialist, SQL Relational Databases. June 2004, Doylestown, PA.


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