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Communicated requests and user support needs to IT staff through the support center.
Managed help desk software reporting application known as Heat.
Assisted user support representatives.
Distributed IT information to field users.
Interfaced with various software and hardware vendors.
Coordinated with other AutoNation USA locations to develop and maintain user support standards.
Provided telephone support using various MS Office applications, Reynolds & Reynolds vehicle
management software, Kronos timekeeping software and Dealer Solutions vehicle management
software.
Averaged 60 calls per day, with 75% resolution within 10 minutes.
Tools used: Excel, Adobe Acrobat, and PhotoShop
July 1975 to U.S. Air Force
January 1977 Peterson AFB, Colorado Springs, CO
Honeywell Computer Operator, Series 6060, 6080
Conducted mainframe computer operations on Honeywell Series 6060, 6080 systems. Performed tape
librarian duties as well as disk management operations and distribution of classified reports to high-
ranking officers and generals. Received Honorable Discharge, January 1977
EDUCATIONAL BACKGROUND:
FLORIDA ATLANTIC UNIVERSITY, Boca Raton, FL 33431
B.A. General Studies
BROWARD COMMUNITY COLLEGE, Ft. Lauderdale, FL 33314
AA-Computer Science
AS-Business Administration
Currently completing AA-Paralegal Studies
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Technical Writer Business Analyst Resume
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