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Professional Summary

Experienced IT Professional with broad-based experience and hands-on skill in the successful implementation of highly effective System Operations and cost-effective Management. Experience with Telecom, Banking, and Marketing Data Solutions.

  • Perl
  • Data Analytics (PII and Anonymous)
  • XML design
  • Hadoop
  • Encryption/Decryption (PGP/GPG, SDMS, GIS)
  • Confluence
  • Salesforce
  • Waterfall / Agile methodologies
  • Axure UI design
  • Jira
  • SAS (minimal exposure)
  • Microsoft excel / Word / PPT
  • UDL
  • Toad
  • Team leadership
  • User interface understanding
Work History
Delivery Analyst, 11/2016 to Current
Acxiom Corporation Conway, AR

Worked closely with client to collect requirements, perform scoping & estimation for new client implementations and handled change requests.  Accountable for ownership of on-time input and output delivery of data sources with clients, vendors, and internal stakeholders. Verified input/output counts, monitored data processing jobs and audits/verified the results based on historical trends. Setup and built processing flows, including ad hoc, new build and more complex flows. Accurately validated source and output data, data formatting specifications, and output requirements according to specifications and service level agreements. Utilized heavy SQL in Hadoop tool to perform data segmentation and transformations. Configured new Client Tenants in AD. Collaborated on the development of automation. Managed incident and problem management processes and served as the first line of support for client queries, resolving issues according to customer specifications.  Migrated data from existing Hadoop environment to SAS and UDL environments.  Responsible for managing PII, PEL, and anonymous data.

SR IT Management Consultant- BSA/AML Fraud Systems, 01/2016 to 11/2016
FIS Little Rock, AR

Client Management role accountable for gathering information from Banking Clients regarding their challenges with BSA, EDD, and AML fraud. Developed new methods and changes to existing practices and presented recommendations to management. Performed a wide variety of Data Mapping, system configurations, and implementations for various Financial Institutions. Led Client implementations of enterprise level software programs for financial regulatory compliance. Led multiple project deployments of varying size and scope, often with competing timelines. Worked collaboratively within a large organization. Completed projects on time and within budget.

SR Business Analyst - ATM Systems, 01/2015 to 01/2016
USbank Home based - North Little Rock, AR

Participated in the modification of existing ATM/Debit applications and development of new applications. Liaison and technical resource between management, staff and information systems to define and communicate standards of operational policy, plans, customer service and financial/performance reporting. Responsible for writing combined business requirements, UI development, documentation, and test plans utilizing Waterfall and Agile methodologies. Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary. Implemented client training (business and technical) and supervised software integration on client's website. Documented POS, Debit, EMV, and ATM workflow diagrams and presented these to large client groups.

Business Analyst - HSA Health Benefit Systems, 07/2014 to 12/2014
DataPath, Inc. Little Rock, AR

Gathered information from Business owners regarding functional and business specifications.Translate functional specs to programmers in a clear and concise manner. Coordinated testing efforts with end users and QA Team.  Acted as a key communicator with Bank, Debit Card and Network providers. Product and Development Manager for HSA products in regards to Benefits, Claims and Billing.  Managed annual external audit.  Developed analysis models to ensure employee benefit plans rollout date deliverables were met. Managed and executed all duties as the Bank Secrecy Act/OFAC Officer.

Platform Manager - Corporate Systems, 09/2013 to 07/2014
Acxiom Corporation Conway, AR

Responsible for managing various Corporate Systems, system issues, and writing technical documentation. Worked with system design group for improvement and enhancements to existing systems, and other special projects as assigned. Supported and managed Essbase, Workday, Peoplesoft, Clarity, SAP, and 10 SQL databases. Accountable for on-going system optimization and User management. In charge of Change Management processes.

Systems Engineer - Digital Solutions Group, 01/2012 to 09/2013
Acxiom Corporation Little Rock, AR

Dedicated to supporting and improving the digital marketing data processing and analytical reporting operations to increase overall client satisfaction. Responsible for assuring that all job processes and production client data marts were updated, available, and met SLA compliance. Responsible for the coordination of cross-functional collaborative efforts with other technical teams when investigating live "client-impacting" production issues. Identified flaws in our application, while driving for improvement through detailed workflow analysis.  Documented case studies' and investigation details in online repository. Utilized SQL and UNIX skills to investigate complex systems issues and defects.

ERP Systems Analyst, 04/2011 to 01/2012
State of Arkansas Little Rock, AR

Responsible for providing ERP / SAP System Support and configuration on the AASIS Payroll HCM Module. Created Payroll Processing test scripts as needed. Maintained documentation relating to technical and end User needs. Responsible for creating Functional Specifications for Development Teams. Responsible for creating various reports through SAP and SQL. Responsible for developing User documentation and software training materials. Modified Schemas, performed testing and documented results.

Sr. Systems Operations Analyst - Banking Operations, 08/2009 to 04/2011
FIS Little Rock, AR

Responsible for configurations and management of Job Scheduling Systems and Client Servers. Analyzed the operations of systems which included developing, testing data migration routines and documenting the details. Responsible for on call 24/7 system support to data center employees. Utilized AIX / UNIX and SQL skills to troubleshoot System issues. Provided operational support for high-volume financial institutions.

Database Administrator - Leasing Systems, 10/2008 to 08/2009
Bank of the Ozarks - Little Rock - Heights Little Rock, AR

Responsible for the Management of the Leasing Database Systems including administration, design, performance, and reliability. Managed software updates and tested functionality prior to placing them into Production. Performed various functional system configurations within Database. Utilized heavy XML, VB tools to create 51 web based Loan Documents within database. Produced ad hoc reports and documents for senior team members.  Validated schematic designs working alongside software engineers.

Business Analyst - Internal Corporate Systems, 02/2007 to 10/2008
Alltel Corporation Little Rock, AR

Responsible for monitoring daily Inventory Accounting, Warehouse Distribution, Supply chain, Accounts Payable, and Wireless Revenue System Operations. Performed research and analysis to support Business Operations and presented findings to Manager and Project leaders.  Conducted classroom system training for all Corporate System Applications.   Performed Data Modeling, Data extracts, and System Loads.  Utilized SQL to investigate AS/400 system issues. Reviewed files, records and other documents to obtain information and respond to requests.  Created Business requirements and User Interface mockups.

Financial Analyst II - Wireline Accounting, 08/2006 to 02/2007
Windstream Little Rock, AR

Served as a Lead on a team to improve the functionality of our Reciprocal Accounting Database. Responsible for month-end closing process (including journal entries, reversals, accruals, and financial statement review. Performed collection efforts on delinquent invoices and maintained aging reports. Completed and mailed bills, contracts, policies, invoices and checks. Credited for playing key role in reporting over $2 million per year in revenues. Developed automation for electronic telecom billing  and A/R loads. Performed a wide variety of data analytics.

TPA Account Relationship Manager, 04/2005 to 08/2006
Transamerica Employee Benefits Little Rock, AR

Responsible for Managing Relationships with TPA, Group Administrators, New Business, Claims, Customer Service departments, and Insurance Agents regarding Premium Billing, delinquency, and reconciliation issues. Responsible for weekly reconciliations, month end accruals, reversals, and other G.L. reconciliations. Managed and supervised 4 Premium Accounting Analysts. Team leader for group responsible for premium administration.  Served as a project leader for health & welfare administration system conversions, and vendor/relationship manager.  Worked with 834, 835, and 837 transactions.

SR Software Support Rep - Claims Processing And Billing, 08/2004 to 04/2005
Lavender and Wyatt Systems Little Rock, AR

Responsible for troubleshooting AS/400 system issues; escalating as necessary, questioning appropriate individuals on status of items, working with and managing other information system staff to resolve items. Utilized SQL skills to troubleshoot system issues. Responsible for providing Training and Support to External clients regarding electronic claims processing.  Responsible for supporting the ansi 835 and 837 electronic file configurations and system scheduling.  Verified data integrity and accuracy.  Assisted Clients with data analytic tools.

Premium Accounting Supervisor, 08/2002 to 08/2004
Arkansas Blue Cross Blue Shld Little Rock, AR

Managed 22 employees responsible for employee enrollment in health benefit plans, HMO plan enrollment reconciliation and premium payment, data entry to the health administrative system, Benefit Focus, Health Insurance Claim processing, COBRA and HIPPA compliance, and retiree administration. Implemented delinquency Procedures for past due Premium. Assisted the Premium Manager in the creation of Benefit Plans for Employer Groups.  Responsible for reviewing reconciliations and evaluating all assigned balance sheet accounts. Confirmed that Premium Accounting records were maintained in accordance with Generally Accepted Accounting Principles (GAAP), company policies and RFP Enrollment Agreements. Worked with 834, 835, and 837 transactions. Responsible for managing enrollment additions, changes, reinstatements and billing.

Ensured the accurate and timely distribution of Employer Group group and Individual ID cards, Certificates of Coverage, Individual Policies, Certificate of Creditable Coverage, and other fulfillment information.

Interfaced regularly with the various internal departments such as Customer Service, Regional Internal Service Representatives, Statewide Business team, Claims, Information Systems, and Marketing Representatives regarding questions about eligibility, coverage and/or billing. Communicated with external contacts including Agent/Brokers, Policyholders, Group Administrators, and Pharmacy Vendors.  Provided numerous data analytic reports to Executives.

Bachelor of Arts: Music Education, 1989
University of Central Arkansas - Conway, AR
  • Member of Kappa Kappa Psi Band Fraternity 1.
  • Member of the Sky Ryders Drum and Bugle Corp, Hutchinson, KS. 1.
  • Completed most course work towards a degree in Music Education.
  • Served in various Management positions within the Banking Industry from 1988 through 2004.
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  • Detail Oriented
03/2016 to 07/2016
Software Support Intern PDC Technologies Fort Lauderdale, FL
  • Worked on restoring computers to factory settings
  • Used Pix4D to measure piles of materials procured using drone footage
  • Organized storage warehouse and assisted in creating an ebay account to sell equipment
01/2016 to 03/2016
Administrative Support Intern Milner Deerfield Beach, FL
  • Assisted warehouse with inventory and scanned, filed, and shredded documents
  • Disassembled hardware including printers
  • Developed server administration experience and shadowed IT department
10/2014 to 12/2014
Fundraising Volunteer Relay for Life Miramar, FL
  • Prepared and packaged meals for the homeless
  • Raised funds for the organization by selling gift cards
09/2009 to 05/2014
Volunteer Environmental Club Miramar, FL
  • Helped build the school community garden
  • Assisted with taking care of ill horses.
Education and Training
Computer Technology: Microsoft Technology Associate Marino Campus FL
Certificate in Game/Simulation/Animation Programming McFatter Technical School Davie, FL
High School Diploma Everglades High School Miramar, FL
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Career Overview
Administrative Support Professional Administrative Support Professional seeks to bring 14+ years of progressive experience to an industry-leading organization. Strong history of success in high-level event coordination, administration, and business development/marketing roles. Proven record of using excellent communication skills to establish, maintain, and grow productive professional relationships across all levels. Skilled in event coordination, customer service, professional administration, staff training/development, database maintenance, cross-functional teamwork, process analysis/improvement, proactive problem solving, scheduling, calendar management, media/press communication, and more. Diligent and goal-oriented, with the education, training, and hands-on experience needed to make an immediate positive impact in any fast-paced team.
Skill Highlights
  • Schedule management
  • Problem resolution
  • Self-starter
  • Employee training and development
  • Microsoft Office proficiency
  • Results-oriented
  • Meticulous attention to detail
  • Strong interpersonal skills
Professional Experience
Business Systems Analyst
  • Developed, designed, implemented and trouble-shoot key company program and systems.Trained users on completed systems and worked with end-users to resolve program/system problems.
Word Processor Operator
  • Performed data entry and proofreading documentation received by departments in Manufacturing Facility.
  • Assumed management responsibilities by acting as Coordinator in Word Processing Coordinator's absence.
Office Systems Specialist
  • Provided administrative support to the entire Manufacturing Administration department.
  • Coordinated office automation projects to ensure timely and accurate location of equipment.
  • Diagnosed and documented system failures/software errors; coordinated with vendors to resolve all problems.
  • Wrote, developed, edited, and compiled effective training materials and applications for in-house use.
Software Support Specialist
  • Provided a wide range of professional technical computer software support to the Manufacturing Group.
  • Maintained and enhanced software applications and resolved all technical inquiries and software malfunctions.
LAMBERTO FINE ART January 2014 to Current Artist Assistant / Representative
Southlake, TX
  • Working directly with Award-Winning Celebrity Artist, Lamberto Alvarez, to coordinate and plan exhibits.
  • Publicizing artist and art exhibitions by making contact with media outlets (tv, radio, magazine and newspaper), writing/submitting press releases and updating social media while managing calendar and scheduling interviews.
  • Liaising with vendors and contractors to plan, schedule, manage, and coordinate professional art exhibitions.
  • Creating awareness of artist work by communicating effectively to network with potential clients/contacts.
  • Acting as point of contact throughout event lifecycle to develop relationships with clients, sponsors, and vendors.
  • Researching venues, identifying opportunities, and coordinating exhibit staff, contractors and equipment/supplies.
  • Managing a complex client database and social media platforms to proactively recruit sponsors and/or donations.
  • Using excellent problem solving skills to proactively troubleshoot events and ensure that all run smoothly.
January 2009 to January 2011 Independent Beauty Consultant
  • Conducted one-on-one consultations to identify skin care needs and answer product questions.
  • Presented skin care classes and instructed customers on correct product usage, in groups and individually.
  • Used excellent networking and communication skills while interacting with other Consultants and Sales Directors.
  • Maintained an expert-level knowledge by attending workshops to learn up-to-date skin care techniques and trends.
EDDIE BAUER January 2005 to January 2009 Sales Associate
Southlake, TX
  • Improved customer service by greeting customers as they entered the store and while operating cash register.
  • Used product knowledge to assist customers in wardrobe selections and inquiries relating to product offerings.
  • Consistently met and or exceeded daily sales goals, earning Employee of the Month award (May 2005).
BARSE JEWELRY January 2006 to January 2007 Sales Associate
Southlake, TX
  • Developed knowledge of various semi-precious gemstones to service customers and assisted in jewelry selections.
  • Proactively developed new business accounts while managing existing relationships.
MARY KAY COSMETICS January 1981 to January 1989 Dallas, Texas
Northlake Community College Business Administration & Management Irving, Texas Business Administration & Management
Keller Town Hall - Keller, Texas - "Moments at the Ballpark & Texas Legends" Video clip from Artist Reception: City of Southlake Town Hall - Southlake, Texas, Texas Health Harris Methodist Hospital - Alliance, Keller, Texas Panther Real Estate Solutions - Ft. Worth, Texas Bear Creek Spirits & Wine, Colleyville, Texas Evergreen Apartments, Keller, Texas. Foundations Benefitted: Keller Public Arts Board, Miracle League of Southlake Foundation, Peace Officers Angels Foundation Jose Guzman's 23 Alzheimer Foundation, Cancer Support Community Foundation, Texas Health Resources Foundation
Additional Information
  • Art Exhibitions: Keller Town Hall - Keller, Texas - "Moments at the Ballpark & Texas Legends" Video clip from Artist Reception: City of Southlake Town Hall - Southlake, Texas, Texas Health Harris Methodist Hospital - Alliance, Keller, Texas Panther Real Estate Solutions - Ft. Worth, Texas Bear Creek Spirits & Wine, Colleyville, Texas Evergreen Apartments, Keller, Texas. Foundations Benefitted: Keller Public Arts Board, Miracle League of Southlake Foundation, Peace Officers Angels Foundation Jose Guzman's 23 Alzheimer Foundation, Cancer Support Community Foundation, Texas Health Resources Foundation
  • VOLUNTEER WORK St. Elizabeth Ann Seton Catholic Church - Multiple Volunteer Roles 2004-2013 Volunteer Computer Instructor / Chaperone, Volunteer Hospitality/Dinner Coordinator, Challenge Club Recruitment Coordinator, Singles Ministry President, and Youth Ministry Chaperone Planned, designed, and implemented a system to serve meals to 280 youth and adult volunteers each week. Organized and recruited parent volunteers; supervised kitchen volunteers to ensure proper safety and health guidelines. Created and maintained a volunteer database Wrote Dinner/Hospitality procedure manual. Excellent interpersonal skills in order to interact with youth minister, church staff, parent volunteers, youths, and community members. Established growth for youth Christian Ministry, planned Summer Camps for youth, coordinated schedule of activities and meals, and liaised with local parishes. NETC Aggie Moms Club - Publicity Chairperson 2011-2012 Managed Social Media Platforms Created an efficient naming convention for electronic files Implemented new system to invite potential golfers
administrative support, Artist, art, Business Development, cash register, communication skills, Client, clients, customer service, data entry, Database, documentation, Staff Training, Event Planning/Coordination, exhibitions, Functional, Managing, Windows, network, networking, newspaper, office automation, Press, press releases, Problem Solving Skills, Process Analysis and Improvement, proofreading, radio, Researching, Sales, scheduling, skin care, social media platforms, Teamwork, software support, tv, training materials, trouble-shoot, troubleshoot, Word Processing, workshops
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Professional Summary

With more then 10 years experience in Technology and 7 years of that working with the Agile frame work, across multiple discipline, I would make a perfect fit to your team.

 In the past 4 years i have been the Scrum Manager of a BAU team which cover delivery, dev-ops and project delivery.

In the past year I have been working with the other delivery managers in CCT to introduce agile as a new way of working and I'm happy to say all areas of CCT are now running sprites.



Work History
Operations Manager 06/2013 to Current
NAB East Melbourne, VIC

The operations Manager is responsible for providing clients with the highest standard of service delivery, through the effective supervision and management of a national team of System engineer and developers to maintain, support and manage NAB's Contact Centre solutions. One of the first steps I undertook as the ops manager was to setup and establish an Agile approach to delivery. Today both my team run agile, from problem manager and change all the way through to BAU service request a run using time boxed sprints. 

On a daily bases I am both ops manager and scram master my duty consist of the following but are not limited to;

  • Over 4 years leading a cross functional team in agile project management.
  • Guiding the team and organisation on how to use Agile/Scrum practices and values.
  • Guiding the team on how to get the most of out self-organisation.
  • Guiding the team on self-organising to fill in the intentional gaps left in the Agile/Scrum frameworks.
  • Assessing the Scrum Maturity of the team and organisation and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the team and organisation.
  • Removing impediments or guiding the team to remove impediments by finding the right personnel to remove the impediment.
  • Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving.
  • Facilitating getting the work done without coercion, assigning, or dictating the work.
  • Facilitating discussion, decision making, and conflict resolution.
  • Assisting with internal and external communication, improving transparency, and radiating information. Supporting and educating the Product Owner, especially on grooming and maintaining the product backlog.
  • Providing all support to the team using a servant leadership style whenever possible, and leading by example.
  • The Operations Manager position requires co-ordination of a number of nation wide based virtual teams with a wide variety of skills; each team supervised by a Team Leader, across NAB, Dimension Data, Genesys, Verint, Call Design and Salemat.
  • The Operations Manager is responsible for service delivery in accordance with NAB contractual obligations under the ITIL service management framework.  
  • The role includes a strong focus on both the commercial and operational performance of service delivery.
  • The Operations Manager for Contact Centre's can demonstrable understanding or experience in the following fields: ITIL aligned service management, including all ITIL process and sub-processes; • Contact Centre Integration – Inbound and outbound call routing, MIS and softphone, screen pop; • Self Service – Voice User Interface (VUI) Design, DTMF Design, Usability; • Workforce Optimisation (WFO) & Workforce Management (WFM) – Call recording, forecasting, optimisation, quality, speech analytics, and Reporting; • Operations – Contact centre consulting; • Software development; and Omni channel no voice routing and business process flow design. 
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Provided continued maintenance and development of bug fixes and patch sets for existing applications and infrastructure. 
  • Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
CTI Systems Enginner 05/2010 to 06/2013
Telstra Melbourne

Design, build, deploy & support integrated Genesys & web based contact centre software solutions across various media types (voice, chat, email, workitem etc) for Telstra and it's enterprise & government customers.


  • Over 3 years as a member of a cross functional agile team which delivered a number of project for Telstra which included Live chat, which is one of the biggest way of contact Telstra.
  • As the tech lead of my agile team i was tasked to work closely with both the scram master and product owner to prioritise and determin complicity and do-abilty
  • While at Telstra deployed a number of agile skills having played the role of SME, Scram master, and Product own while on a non voice project which a vendor built and delivered. 
  • Investigation of user requirements/problems and developing technology solutions to meet business needs
  • Develop, program, maintain, test, review and code technology applications software solutions to meet agreed specifications into functional systems following standards and procedures.
  • Development of systems documentation, specifications and detailed design specifications.
  • Achieve key Systems Development Lifecycle stages in terms of quantity, timing and quality of all aspects of work allocated - Improve, enhance and correct systems as necessary
  • Highlight potential risks and impacts/implications to other systems and validity of documentation (Service Level Agreements).
  • Work with Business Analysts to analyse business processes, procedures, user requirements and program specifications in order to establish system requirements and enable effective development of programs.
  • Coach and guide Analyst Programmers, sharing information, skills and knowledge via mutual collaboration to achieve team goals.
  • Review and redesign of processes or procedures, on an ongoing basis, to deliver improved team productivity or efficiency Key achievements.
  • Developed a script to automate a recurring DB update process that was performed manually thus saving hundreds of hours per year to call recording personnel.
  • Ownership of the Genesys Voice Platform applications development Design, build, deploy & support integrated Genesys & web based contact centre software solutions across various media types (voice, chat, email, workitem etc) for Telstra and it's enterprise & government customers.
Call Centre Technology Consultant 08/2007 to 07/2010
Aviva Insurance Melbourne
Currently support over 139 agents   I have been involved with the following Project:   WFM 7.6 GVP 7.6 Voice Biometric  Aviva/MLC/NAB Integration Web CC DRP Solution   Technology supported:   CC Pulse Configuration Manager Solution Control interface Interaction Routing Designer GVP/IVR solution Genesys Agent desktop (SDK) WFM Configuration Utility WFM Web Supervisor Verint Call Recording Solution Nuance Voice recognition and Voice Biometrics Telstra Web Contact Centre   My role also includes the workforce management of Aviva's call centre and back office.
Navigator Software Support 05/2006 to 08/2007
Aviva Insurance Melbourne

During this time at AVIVA, I have had the opportunity to provide comprehensive customer focused software support to Investors, Advisors and all other stake holders,so as to contribute to driving business success for the organisation.   Due to my strong networking administration I have been instrumental in providing   additional networking assistance, to Advisers.   A few practical examples of this work have been: Consulting with IT professionals that support Advisors and Dealer groups. Hands-on networking support through remote access into advisors' networks   In addition, I have helped to support the ever growing need of Data-feeds as it has grown rapidly in the last twelve months and continue to increase. As my current team leader has commented repeatedly “I have made Data-feeds support my own”.

Other Technology supported: N-Link Websites – Navigator, Avivagroup, Top200, St. Andrews and BluePrint. Illustrator First. Beta Testing of Straight Through Solutions. Risk Illustrator ·       Wild Dog, our internal team testing environment. ·       Computer Telephony Integration ·       Super Pay

IT/Network Administrator 09/2002 to 04/2006
ACH Australia, Work Streams and RBD And Associates Melbourne
These companies operate in the Health/Insurance market throughout Victoria and NSW. They run four Microsoft 2003 Servers of which one caters for the interstate operations allowing remote access.   I began working with Work Streams as a OH&S consultant with the responsibility of conducting risk assessments, OH&S training and employers technical advice. However, I quickly realized that my IT skills were far more suitable to assist this growing organization and was asked by the company directors to head the IT transformation as a full time IT Administrator.   In my work I was responsible for the entire IT infrastructure and provided assistance to over 160 users within these organizations across eight separate sites.   I was instrumental in the radical transformation of the IT structure at every level.   This included:   Designing new networks to better serve the needs of these three companies which have grown on average 78% per annum. Implementing new infrastructures utilizing Windows 2003 Servers to accommodate the vertical company growth. Training and inducting of all personnel in basic PC operations Supervising the IT administration tasks Managing the communication program including the Commander/Sentel  telephone system linking three of the four sites together Maintaining the overall IT functionality Consulting company directors in Internet and innovative technologies Designing solutions and working in their procurement Establishment of minimum quality standards Selection of IT providers Liaison with vendors Development of business interruptions strategies 
IT Consultant 10/2000 to 09/2002
Cititech Melbourne
During this time I developed strong skills in building and installing PC systems and servers. Most of the time was spent assisting clients with telephone queries, networking administration and integrating new software and hardware. 
Installer Custom Sound and Vision Pty Ltd Melbourne
I worked part time as an assistant installer. My duties included installation of video, sounds, and networking, internet and telephone systems in commercial and residential environments.   I developed superior skills in installing networking hardware, including routers and switches and servers.  Thanks to the experience gained I now possess solid trouble shooting skills.   Gained people skills and working within a team with little supervision and tight schedules.  
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Through retail experience I developed a strong ability to work as part of a team, the ability to manage people's issues and resolve misunderstandings. Communicating with contractors, suppliers, banks and Government bodies honed my skills as a negotiator giving me the ability to easily create a mutually agreeable position.
  • Proficient with all currently supported Windows versions, able to operate at a high level and troubleshoot successfully.
  • Update: Proficient with XP despite end of support)
  • Microsoft Office (Versions 97, 2000, 2003, 2007, 2010, 2013/365).
  • MYOB - Just Invoices, Business Basics, Accounting (v7-18),
  • Accounting Plus (v16-18), Premier (v10-12).
  • M1 ERP software versions -
  • SQL Server 2005, 2008, 2008r2, 2012, 2014.
  • Installation
  • Configuration
03/2010 to Current
Software support officer ECi Solutions Pty. Ltd
  • Software support (phone, email and internal referrals) - Levels 1, 2 and 3.
  • Troubleshooting and Resolution of technical and software issues.
  • Identification of software issues and change request generation.
  • Writing KB pages and other related documentation.
  • Liaising with developers.
  • Installations & upgrades - M1 ERP which usually included installing and configuring SQL Server Express - Standard editions.
  • SQL Server installations, configuration and troubleshooting.
  • Database troubleshooting.
  • Database and system performance tuning.
  • SQL Server backup management.
  • Software and database Migrations.
  • EMC Avamar backup administration.
  • GlobalSoft Spreadsheet Server installation and configuration.
  • Floor safety warden.
  • Internal I.T.
  • contact - setup new PCs, troubleshooting, helpdesk assistance, emergency virus/malware detection/removal.
  • My position as a Software Support Officer has become less of a general support position and has seen me concentrating on installations, troubleshooting & resolution and upgrades.
  • I have become the first point of call for client's internal and external I.T.
  • providers and have grown to be able to discuss issues with the end user and their I.T.
  • providers using language understood by both.
  • More recent changes have seen me working from home after hours (on occasion) to support international customers.
06/2009 to 08/2009
Technical support representative MYOB Australia Ltd
08/2009 to 09/2009
09/2009 to 11/2009
  • High Volume Inbound customer support.
  • Troubleshooting and Resolution of technical and software issues.
  • Identification of customer needs and product sales to suit.
02/2009 to 04/2009
  • Inbound sales and support (Telstra) - Contact centre.
04/2008 to 10/2008
Technical support representative MYOB Australia Ltd
  • High Volume Inbound customer support.
  • Troubleshooting and Resolution of technical and software issues.
  • Identification of customer needs and product sales to suit.
07/1998 to 01/2008
12/1992 to 06/1998
Watchmaker, Store Manager, Service Manager Watchworks Australia Pty Ltd
12/1990 to 12/1992
12/1986 to 11/1990
Apprentice Watchmaker Willoughby Jewellery
  • Availability: Two weeks after acceptance of an offer.
Trade Certificate - Watch & Clockmaking (Royal Melbourne Institute of Technology) 1 Microsoft Certified Professional (MCP) Microsoft Specialist (MS) - 'Server virtualization with Windows Server Hyper-V & System Centre'. Certificate in MS Windows Server 2012 Administration Certified Six Sigma Black Belt
Accounting, Premier, backup, client, customer support, Database, documentation, email, ERP, Managing, Microsoft Certified Professional, MCP, Microsoft Office, 97, Windows, MS Windows, 2000, MYOB, Express, safety, sales, sales and support, Six Sigma, Spreadsheet, SQL Server, Software Support, phone, troubleshoot, Troubleshooting, upgrades, Windows Server
Additional Information
  • Date of Birth: 30th July 1969 Citizenship: Australian.
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Professional Summary
Computer Technician with background in life cycle refreshes, imaging machines, data migration, VDI, NIPR/SIPR, Windows/Office, proprietary software support, and general troubleshooting. Seeking challenging position with opportunities for expanding upon existing skill base.
Core Qualifications
  • Microsoft Office
  • Strong communication skills
  • Managing tight deadlines'
  • Windows 7
  • Equipment maintenance 
  • VDI
  • Data Migration
  • Microsoft Exchange 2010
Application Support 10/2016 to Current Integral Consulting Services Tysons, Va
  • Supported multiple proprietary software applications for the Financial Crimes Enforcement Network.
  • Provided over the phone and in-person technical support to Government Agents, as well as Financial Auditors.
  • Developed guidelines to meet Service Level Agreements, within a new application.
  • Supported users by ensuring their settings were configured properly to access the FinCEN applications.
  • Assisted Government Agents in retrieving reports from the FinCEN Portal, for investigative purposes.
  • Supported users by ensuring they had the proper certifications to access FinCEN applications. 
Proprietary Software Support 03/2016 to Current Quadrant Inc Vienna, VA
  • Supported proprietary software for the Financial Crimes Enforcement Network.
  • Provided over the phone support for users of the BSA E-Filing system.
  • Supported users by ensuring that their Operating System/Software had the proper settings.
  • Ensured customers had the correct software installed, to download specific financial reports.
  • Supported customers in navigating through the E-Filing system, to find specific documents and tracking information. 
  • Ensured customers were completing the correct financial reports in accordance with the Bank Secrecy Act.
  • Recorded daily call activity through Heat ticketing system. Also provided a detailed description of the issue and solution.
Desktop Support 12/2015 to 03/2016 Metro Systems Inc Washington, DC, DC
  • Provided phone and in-person support to customers in the areas of e-mail, directories, and standard Windows desktop applications. 
  • Served as the initial point of contact for trouble-shooting hardware/software PC and printer issues.
  • Disconnected existing computer systems and install new VDI zero-client machines.
  • Conducted analysis of product installations, modifications and enhancements in accordance with documented procedures and customer specifications.
  • Resolved technical problems and issues, determined technical solutions in accordance with customer specifications, and recommended actions to customer representatives for coordinating product solution.
  • Deployed machines to NIPR and SIPR networks.
  • Completed data migration for end users as needed.
High School Diploma 2009 Robert E. Lee High School Springfield, VA, United States Bilingual - English and American Sign Language