Western Governors University

Joe Kubert Art School

Technical Implementation Specialist at SoftPro

As a Technical Support Analyst, I am responsible for providing technical support via phone and remote sessions to SoftPro customers who are in the implementation stage of deploying software applications.

•	Working with MS SQL Server, Windows Server and Client Operating Systems, Thin Client solutions, MS Office, Azure Cloud servers and data networks.
•	Accurately document all customer issues, resolution steps, and gather feedback in support tracking software. 
•	Provide technical consultations, installations and upgrades on suite of products and products in development, as well as communicate implementation or configuration issues to the Business Services Group and R&D Team.
•	Maintain knowledge of current and emerging computing technologies.
•       Create internal documentation for installation and troubleshooting.

SoftPro

Senior Technical Implementation Analyst

As a Technical Support Analyst, I am responsible for providing technical support via phone and remote sessions to SoftPro customers who are in the implementation stage of deploying software applications.

• Working with MS SQL Server, Windows Server and Client Operating Systems, Thin Client solutions, MS Office, Azure Cloud servers and data networks.
• Accurately document all customer issues, resolution steps, and gather feedback in support tracking software. 
• Provide technical consultations, installations and upgrades on suite of products and products in development, as well as communicate implementation or configuration issues to the Business Services Group and R&D Team.
• Maintain knowledge of current and emerging computing technologies.
• Create internal documentation for installation and troubleshooting.

Technical Implementation Analyst

As Lead Support Engineer for TeleHealth Services, the specific tasks I perform:

•	Provide escalated trouble-shooting on system implementations, assisting junior techs with open issues including software installations and equipment repairs. Providing hardware, software and network technical support for video on demand, patient internet web portals, and education systems for healthcare clients, making sure that customer satisfaction goals set and maintained.
•	Assists in the research and testing of new and existing technology to better support customers.
•	Providing on site and remote product training with customers.
•	Maintain accurate and complete support records in CRM system with information/resolutions provided to customers. Maintain knowledge-base and decision trees for problems/issues encountered, as well as development of resolutions for the future.
•	Building and configuring IBM x Series and Dell servers for customer sites.
•	Trouble shooting network connected devices and servers.
•	Performed head end television systems, network and telephony integration with over 250 Healthcare facilities in the United States and Canada.
•	Monitoring Wide Area Networks, HL7/ADT, and VOIP, via monitoring tools and working with hospital telecom and ISP providers to resolve outages.
•	Responding to system, network and telephony outages. Monitoring sites through remote client software and systems dashboard.

TeleHealth Services

Lead Technical Support Engineer

As Technical Support Representative for TeleHealth Services, my value-add position comprises the following:
•	Assigned system administrator for patient internet portals in seven hospital  locations, supporting 900+ users combined.
•	Maintains 90+ percent customer satisfaction review rating for the past three years.

The specific tasks I performed:

•	Performed head end television systems, network and telephony integration with over 250 Healthcare facilities in the United States and Canada.
•	Monitoring Wide Area Networks, HL7/ADT, and VOIP, via monitoring tools and working with hospital telecom and ISP providers to resolve outages.
•	Supporting users in Active Directory environments.
•	Building and configuring IBM x Series and Dell servers for customer sites.
•	Responding to system, network and telephony outages. Monitoring sites through remote client software and systems dashboard.

Technical Support Representative

As Digital Media Specialist for TeleHealth Services, my value-add position comprises the following:
•	Developed internal procedures and training materials for company's video encoding staff.
•	Designed video editing workstation for sale to company's healthcare customers.

The specific tasks I performed

•	Acted as liaison with hospital personal, scheduling and processing media conversion requests for video on demand system.
•	Create titles and provide post production work on customer video materials.
•	Assist with server builds and product QAs
•	Provide onsite customer training.

Digital Media Specialist

As Business Service and Sales representative for AT&T, my value-add position comprises the following:
•	Worked with global telecommunications firm, establishing new accounts and maintaining existing.
•	Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.
•	Instrumental in acquiring 2200 new accounts in 2004 alone.
•	Received Gold Club Award for being in upper 10 percentile.

Specific tasks I performed

•	Customer sales and servicing in demand situations from incoming queries
•	Consulted regarding products and services to achieve customer’s needs
•	Responsible for sales quotas of AT&T’s products and services.
•	Resolved customer escalations

Paul Circio