G. Wayne Shaddock

P.O. Box 1183

Soquel, CA 95073

[email protected]

 (831) 818-0874

 

 

OBJECTIVE

 

Seeking a job opportunity with a software development firm as a Technical Support Specialist.

 

WORK HISTORY

 

4/01 – Present

Self-employed – Computing Specialist/Consultant

• Computer Training - usage, systems, & applications (beginning to advanced).
• Computer repairs, upgrades, & maintenance.
• Web design.
• Systems design & analysis.

 

2/00 – 4/01

Camstar Systems, Inc. – Level 1 Technical Support Specialist

• Provided front line, Level 1 technical support for customers of a Windows-based client/server software application for tracking manufacturing shop floor processes.
• Researched customer issues and logged their details in a call tracking system.
• Provided both phone and email feedback to customers on the progress of their issues.
• Assisted in the development of an education and certification program for our software.
• Tested and logged customer bug reports.
• Researched and provided customers with work arounds for bugs and other product limitations.
• Escalated issues to Level 2 support engineers where appropriate.
• Wrote white papers and otherwise participated in the development of technical documentation.
• Maintained a spreadsheet for tracking support process metrics.
• Assisted in training new hires.
• Pursued self-study of applicable technologies.

 

9/97 – 9/99

Inprise Corporation - Frontline Technical Support Engineer for their InterBase Software division.

• Provided front line, Level 1 technical support to developers of client/server RDBMS applications.
• Researched customer issues and logged their details in a call tracking system.
• Provided feedback to customers on the progress and resolution of their issues.
• Tested and logged customer bug reports.
• Researched and provided customers with work-arounds for bugs and other product limitations.
• Escalated issues to Level 2 support engineers where appropriate.
• Wrote white papers and otherwise participated in the development of technical documentation.
• Assisted in training new hires.
• Researched and conducted presentations on technical topics.

 

1973 – 1997 – Pursued a career in Ophthalmic Optics

 

 SKILLS

Visual Basic, C++, Delphi, HTML	Microsoft Office
SQL (Oracle, SQL Server, InterBase), ODBC	Networking – TCP/IP, FTP, Firewalls
Internet (IE Explorer, Netscape)	Hardware
Windows 3.1, 95, 98, NT 4, 2000; Linux; DOS	DCOM/MSMQ

 

EDUCATION

 

A.S. in Microcomputer Management