Tom G. Email & Phone Number

● Quickly master RPG and IBM i operating system via self-guided training and constant curiosity● Develop corrective SQL to identify and resolve data errors● Repair 2 - 4 program errors daily by working independently and with management to identify andcorrect bugs● Implement 2 - 3 new application features each week by communicating directly with clients todetermine the best solutions to meet their needs● Decrease issue resolution time through continuous self-motivated education

Piscataway, New Jersey

● Motivated and developed my team by tracking and coaching employee performance● Enhanced skills of my team by learning new technologies and training consultants● Improved issue resolution time and user experience by serving as point for escalated calls● Organized and ensured accuracy of internal and external documentation● Handled irate users with clear and calm communication● Promoted 4 times in 1.5 years from Level 1 Consultant to Assistant Supervisor

Piscataway, New Jersey

● Enhanced field network support by providing assistance to field consultants over the phone● Solved network specific issues over the phone and in person to users' satisfaction● Maintain duties of Level 2 Consultant

Piscataway, New Jersey

● Ensured Help Desk resolved all issues by independently following up with users who needed further assistance● Assisted Level 1 Consultants with advanced calls, taking over calls when necessary

Piscataway, New Jersey

● Solved software, hardware, and networking issues for university staff and students over the phone● Increased help desk efficiency by recording thorough and concise details for each issue● Ensured user satisfaction using excellent customer service and phone etiquette technique

Piscataway, New Jersey

Training to work as a Level 1 Consultant● Customer service● General technical troubleshooting● Troubleshooting university technical systems including networking● Use of ticketing system to track user issues

Bridgewater, New Jersey

● Reduced reporting time by introducing automation via a web interface using HTML andJavaScript● Enabled rapid prototyping of design solutions by learning new technology quickly● Ensured a cohesive product and fair workload by collaborating often with team members

Bachelor’S Degree, Computer Science, 3.46

Activities and Societies: Marching Band (2014 - 2015)

High School, Mathematics And Computer Science