Technical Support Specialist

April McAlister

ad7oz7@r.postjobfree.com / Mobil: 404-***-****

Objective Customer-focused help desk specialist with 15+ years of active experience in providing quality service to customers in all assigned tasks while upholding regulations. Looking for a technical support position in a dynamic organization where my skills will be fully utilized.

Skills • Organizational Skills

• Data Analysis

• Project Management

• Verbal and Written Communication Skills

• Problem Solving

• Orthotrac

• Bomgar

• SQL

Education

Advance Career Training

Atlanta, Georgia

Associate Degree – Business

DeVry Institute of Technology

Atlanta, GA

Computer Science

July 2007

February, 1996

Experience

Assetworks

Resolution Consultant, Atlanta, Georgia

• As a tier one employee, my duties included

assisting clients with password issues. I also

activated and deactivated accounts, while also

adding and deleting users from the system

Technical Support Specialist

Cloud 9 Software, Alpharetta, Georgia

• Responsible for responding promptly and

accurately to support requests from clients and

team members. In addition, provided operational

support through training clients on how to post

payments, contracts and create letters. Assisted

in correcting contracts and fixing adjustments and transfers; aided in correcting network errors and

September2021-

September-2023

April 2021 – June 2021

provided support on Bomgar Remote Access;

offered analysis support using SQL Scripting.

• Recorded entries, documented issues and

provided resolutions through the CRM System.

Escalated issues as needed to the supervisor. I

also submitted proposed solutions to complicated

issues in knowledge-base and internal/external

documentation.

• Maintained and increased product knowledge on

applicable products and/or applications via

training.

• Other duties included: input training based on

call escalations, resolved conversion issues and

live-line calls, emails, faxes or other methods of contact as needed. Also collected data from

customer sites following HIPAA guidelines

where applicable.

• Introduced new products, features, product

usability and supportability to clients while

attending trade shows.

Technical Support Specialist

Carestream Dental, Atlanta, Georgia

• Responsible for responding promptly and

accurately to support requests from clients and

team members. In addition, provided operational

support through training clients on how to post

payments, contracts and create letters. Assisted

in correcting contracts and fixing adjustments and transfers; aided in correcting network errors and

provided support on Bomgar Remote Access;

offered analysis support using SQL Scripting.

• Recorded entries, documented issues and

provided resolutions through the CRM System.

Escalated issues as needed to the supervisor. I

also submitted proposed solutions to complicated

issues in knowledge-base and internal/external

documentation.

• Maintained and increased product knowledge on

applicable products and/or applications via

training.

• Other duties included: input training based on

call escalations, resolved conversion issues and

live-line calls, emails, fax or other methods of

contact as needed. Also collected data from

customer sites following HIPAA guidelines

where applicable.

July,1999 ~

December,2020

• Introduced new products, features, product

usability and supportability to clients while

attending trade shows.

Project Manager

Hewlett Packard, Atlanta, Georgia

• Managed company’s product logistics and

deliveries.

1999 ~ 2001

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