Technical Support Specialist Resume

Added on August 18, 2011 in Computer and IT Resumes, T by admin

Jenny Burton
6456Cherry Valley,Philadelphia, PA 94101
(705) 777-7777 Home ■ (706) 777 -7777 Mobile ■jburton@intermet.com
Application Support Administrator / Technical Support Specialist / Desktop Support
Technologically sophisticated, bilingual (Spanish / English) IT Support & Training Specialist with hands-
on experience in project lifecycle management for technical and intranet applications, Web site development and maintenance, and workgroup support. Proven desktop and network troubleshooting skills.
Expertise in:

 Escalation Resolution
 Web Content Upgrades
 Customer Service

 First-Level PC Support
 Project Management
 LAN / WAN Architecture

 Help Desk & Hardware Support
 System Upgrades / Conversions
 Peer-to-Peer User Groups

TECHNOLOGY SUMMARY
Networking – LAN / WAN, Windows / NT Server, TCP/IP, SQL Server
Operating Systems – Windows / XP, Windows/ NT Server, DOS
Applications – MS Office Suite (Word, Access, Excel, PowerPoint), MS FrontPage, Macromedia Dreamweaver, Adobe Acrobat and PDF, Flash, Novell GroupWise, Adobe Pagemill 3, Lotus Suite, Corel Suite, Corel, Adobe PhotoShop, Kodak digital software, Symantec pcAny-where 32, Internet Explorer, Netscape Communicator, and WinZip
Programming – HTML, code, CGI, Java, JavaScript, C Programming, RPG 400, SQL, Visual Basic, Visual InterDev, AS/400, ASP code

PROFESSIONAL EXPERIENCE
PHILADELPHIA STATE TREASURYDEPT., DIV. OF TAXATION, Philadelphia, PA2002 -present
Senior Technician, MIS – Technical Support Activity (2008 – present)
Promoted to provide help desk support for 2003+ end-users (including remote users) in 9 locations throughout Pennsylvania, as well as project management team leadership for special technical assignments. First-point-of-contact (Tier 1 Help Desk Technician) for support incidents, as well as end-user training.
• Help Desk. Ensure effective “one-stop” technical support for mainframe, WAN, LAN, and remote system. Install and update software, and setup, configure, and troubleshoot Reach Center equipment. Track and de-escalate technology and workflow problems, and assist Desktop Support Group and other IT groups
• Web site Development. Project managed Division of Taxation’s Web site redesign to text-only version, enabling fast and easy access for all users, including vision impaired supervised staff of 10
• Intranet Development. Key player in creation, launch and maintenance of Division of Taxation intranet site, providing management with easily retrievable, up-to-date information for operations decisions. Initiated, created, and maintain Access user’s group intranet to facilitate information sharing and learning
• Project Management. Led WIX CD-ROM project for 2 years, delivering interactive CD-ROMs with 1000+ tax-law-verified documents for simplified tax preparation (tax years 2008 & 2009) on schedule
• ASP Development. Played pivotal role in beta-test programming and development of causal sales application (upgraded Alpha database into back-end of Access and SQL Server, front-end into Internet Explorer via ASP programming)
• End-User Training. Expanded Reach Center offerings by designing, developing, and delivering advanced programs and manuals for MS Office, GroupWise, Novell Network, and Internet, making information easily understood and usable. Manage all Access courses, training and supervising 5 adjunct team instructors

PHILADELPHIA STATE – continued
Technical Assistant, MIS – Technical Support Activity (2006 – 2008)
First-level technical support for software installation, as well as setup and configuration of new equipment used in Division of Taxation (PCs, laptops, printers, scanners, projectors, digital & video).
• IT Software Training. Designed curriculum and materials, and delivered technical training, for introductory programs in Microsoft Office Suite (Word, Excel, Access), as well as Windows, keeping staff motivated and focused while improving job satisfaction and productivity
• Web site Support. Functioned as Web Editor for Division of Taxation’s Internet/intranet Web site, proofing and updating Web site information on a daily basis
• Database Maintenance. Upgraded and maintained link-shared employee Access database with Chief of Staff’s office, ensuring data integrity for training. Created database reports for management evaluation
• Technical Development Project. Pioneered development and implementation of storage, archive, and retrieval system for electronic presentations used throughout Division of Taxation
Principal Clerk – Technical Education (2004 – 2006)
Promoted to provide installation, configuration, and troubleshooting support for new equipment and software in REACH Center, as well as evaluation and modification of skills assessment.
• Training Center Database. Initiated and implemented data gathering system in Access to compile, store, and retrieve statistics on computer training classes. Researched and wrote monthly reports used to evaluate training trends and staff training needs
• PA Saver Rebate Program. Key team participant in initial, large-scale data compilation for PA Saver Rebate Program, including retrieval, distribution, quality control, and storage of data
Senior Clerk Typist, Clerk Typist – Corporation Business Tax (2002 – 2004)
Assisted auditors by researching taxpayer information on mainframe, ordered work files for Supervising Auditor using HLLAPI information system, and prepared report statistics using Excel spreadsheets.
PHILADEPHIA STATE DEPT. OF BANKING, Philadelphia, (temp contract) 2001 – 2002
DataEntry Specialist / Legal Secretary
Front office support for attorneys and accountants: records management, legal document preparation, purchasing, and equipment maintenance. Used IS software for research and to process taxpayer complaints.
FIRST AMERICAN BANK, Darby, PA 1997 – 2000
Customer Service Representative / Supervisor Teller
Instructed employees in use of computerized banking systems and procedures. Verified and audited financial reports and balance sheet. Cash management responsibility exceeded $100,000.

EDUCATION& PROFESSIONAL DEVELOPMENT
Instructor Certification, HRDI, Bordertown, NJ – 2007
Courses: Curriculum Design, Performance Consulting, Training Presentations, Design Surveys and Questions, Determining Training Needs, and Active Techniques for Teaching.
Certificate in Computer Programming, MCC Computer Technology Institute, Philadelphia, PA – 2006
Courses: HTML, CGI, Java Programming, JavaScript Programming, RPG 400, C Programming, SQL, Visual
Basic, AS/400 Subfiles & Common Language Queries, MS Office, Windows NT
Ongoing Professional and Technical Development in-house and at vendor locations (2002 – present)

Click on image to Enlarge