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New Hampshire Vocational Technical College , Nashua ,
New Hampshire
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KAYLEE
CARDIN
309
Fern Lane · Manchester ,
New Hampshire 03001
603.668.9876
·
kaylee@comcast.net
Results-driven
Technical Support Engineer with a proven track record providing high-levels of
technical assistance, support and advice to diverse customers and end-users.
Skilled at installing, integrating and maintaining systems hosted within a wide
variety of platforms and networked environments. Leverage strong analytical and
troubleshooting skills to quickly diagnose and resolve hardware, software and
network issues. Providing the guidance, training and support needed to meet and
exceed both client and business objectives.
TECHNICAL
SKILLS
MS Windows
NT/2000/2003 · MS SQL
Server 6.5/7/2000/2005 · Database & Application Server Troubleshooting
Database Administration
· Client
Server & Browser Based Applications · SQL Scripts ·
Performance
Tuning
ODBC Connectivity ·
Java
Runtime Environment · JDBC · BEA
Weblogic ·
ServletExec ·
Technology Integration
Microsoft IIS Web
Server Configuration · IIS Processes · Problem Solving Skills ·
Networking Skills
Customer
Support ·
Client Needs Assessment · Service Quality Optimization · Team Leadership & Training
Project
Management ·
Requirements Documentation
PROFESSIONAL EXPERIENCE
ROBERT HALF
TECHNOLOGY – 4 month contract
SCRIBE SOFTWARE
CORPORATION, Bedford , NH 03110
Scribe Insight data
migration and integration solutions
Technical Support
Analyst
Application
Support combining installation, training, customer facing skills and consulting
focused on helping customers and re-sellers be more successful using the Scribe
Software products.
· Resolved 1st level technical support cases
and per incident paid support cases.
· Clearly documented problem descriptions, defects, and resolutions in call ticketing system
· Delivered training to internal and external customers through Web Ex technologies.
· Maintained relationships with OEM partner help desks including training and escalation process.
· Contributed to the development of knowledge base articles and technical documentation.
· Clearly documented problem descriptions, defects, and resolutions in call ticketing system
· Delivered training to internal and external customers through Web Ex technologies.
· Maintained relationships with OEM partner help desks including training and escalation process.
· Contributed to the development of knowledge base articles and technical documentation.
CODA FINANCIALS,
INC., Manchester
Leading provider of
finance management solutions that streamline accounting, procurement, reporting
and analytic processes.
Senior Technical
Support Analyst
Provided
technical phone support to facilitate the installation and integration of Coda
Financials software with MS SQL, Oracle and Sybase database servers.
Collaborated closely with IT professionals from client organizations to
diagnose and troubleshoot all web, application and database server issues.
Handled escalated technical calls pertaining to all platforms and environments
that hosted Coda Financials software. Trained new technical support personnel
in addition to assisting Coda application and technical consultants working in
the field.
·
Saved Coda
Financials thousands of dollars worth of travel and training costs by remotely
providing high-levels of technical support to customers on new products and
software releases.
·
Assisted professional services in onsite
implementations
·
Aided customers
with monitoring of database and application performance
·
Optimized technical
service delivery after setting up test environments for internal support
personnel to gain hands-on experience with the installation, configuration and
troubleshooting of all software components.
·
Increased client
retention rates and improved strained relations after rapidly resolving complex
customer issues.
·
Eliminated
troublesome bugs and existing application defects by successfully partnering
with developers from the UK
·
Documented and
rolled out the Support team’s technical requirements for providing full
corporate network connectivity and functionality at the annual “North American
Coda Users Conference.”
·
Quickly learned and
implemented new technologies to provide top support for Coda Financials
software.
·
Responsible
for training tier1 support reps as well as triaging their cases prior to
engineering escalation.
KAYLEE CARDIN ·
Page 2 ·
kaylee@comcast.net
RING MEDICAL
COMMUNICATION SERVICES, North
Billerica , Massachusetts
The nation’s leading
provider of call management services and solutions for healthcare provider
organizations; acquired by AMCOM Software, Inc.
Technical Support
Engineer
Served
as a key member of a technical services team tasked providing 24/7 support for
a computer paging, telephony interface system used by leading healthcare
providers. Identified and resolved software issues associated with a Unify
relational database using SQL and an SCO Unix v4.2 operating system.
Collaborated with phone company and paging vendors to successfully complete all
alphanumeric, digital pages.
·
Effectively resolved
all customer issues with minimal system downtime and no escalated incidences.
·
Played a key role in
rebuilding Ring Medical’s technical support group to drastically reduce system
malfunctions and restore customer satisfaction.
·
Rapidly acquired the
technical skills and core competencies in Unix, vi Editor and SQL scripting
needed to provide advanced levels of customer support.
·
Successfully
interfaced the Ring Medical database computer with telephony equipment,
including phone switches and paging encoders.
LOGICRAFT INFORMATION
SYSTEMS, Nashua
Leading developer
and manufacturer of enterprise CD-ROM networking systems; acquired by
Microtest, Inc.
Technical Services
Manager & Application Engineer
Oversaw
all aspects of technical services to ensure maximum customer satisfaction.
Scheduled and completed on-site customer installations of PC and CD-ROM Client
/ Server networking environments. Trained new customer service engineers to
effectively configure and integrate all hardware, software and networking
components associated with Logicraft products. Served as Escalation Manager
tasked with providing high-level technical phone support and thoroughly
following up on all customer issues.
·
Increased company
profitability by providing key technical support to facilitate pre and
post-sales initiatives.
·
Built a technical
services team consisting of highly skilled IT professionals and personally
trained all members to implement and support the entire suite of Logicraft
products.
·
Earned quick
promotions to become Manager of Technical Services after demonstrating superior
IT support and leadership capabilities.
KOLLSMAN, INC. Merrimack
Senior Technician, Test Equipment Support
·
Assisted Engineering
teams with the development of test procedures and technical documentation for
avionics, electro-optic and medical instruments systems.
·
Coordinated the
testing, troubleshooting, repair and calibration of Kollsman and commercial
test equipment using emulators, voltmeters, oscilloscopes, frequency counters
and signal generators.
·
Refurbished and
calibrated Zehntel 400A and 875 in-circuit testers using diagnostic software.
·
Provided support for
optical coating systems, chambers, pumps and high voltage power supplies.
EDUCATION
& TRAINING
Associates
Degree in Applied Computer Technology
Advanced Circuits Course ·
Certificate in Accelerated Training for Windows NT3.51/4.0
Zehntel Operation Programming
& Maintenance Certificate
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