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Summary

I have been in the technical support field for almost a decade and my skills are ever expanding. Most recently I have become well versed in SQL and database management. I would like to further develop these skills in conjunction with PHP, Javascript, and other advanced technical applications.

Work History

Jul 2014Jul 2015

Hosted Technical Services

MBS TEXTBOOKS INC.

Monitor hosted application and FTP servers. Correct errors that arise. Develop custom reports using DB2 query, SQL and mrc-mpower dashboard. Manipulate data tables with SQL. Support hardware and applications by phone.

Mar 2010Jul 2014

Systems Support

MBS TEXTBOOKS INC.

Tier one support for non-hosted servers and applications, providing phone support to bookstore managers and directors. Submitting tickets to QA for fixes and future development. Developed and integrated a system of digital distribution for application releases saving the company in media and shipping costs.

Oct 2009Mar 2010

Customer Support Team Lead

MBS TEXTBOOKS INC.

Take escalated calls regarding issues with customer orders. Make decisions to best resolve the issue for both the customer and the company. Guide service reps in their duties. Hold weekly review meetings with team members.

Jun 2008Oct 2009

Digital Support Services

MBS TEXTBOOKS INC.

Work with end users by phone to support digital products such as eBooks and other educational software. Make decisions regarding refunds and returns.

Education

Sep 2006Jan 2008

University of Missouri - Columbia

Three semesters at Mizzou focused on business.