Jeff Henager

Telephone: 770-904-6934
Email: jeff@digitalknack.com

Position Sought I am looking for a Technical Support or Help Desk supervisor position.

Education January 1991 to May 1994 Newbury College, Brookline MA Computer Science

Professional Experience

ARRIS
11450 Technology Circle
Duluth, Georgia 30097

November 2000 to November 2002 Siebel Administrator/Help Desk Analyst

·         Assumed all administrator responsibilities include creating and removing user accounts, Assignment Manager Rules, Positions, Responsibilities, Territories, Mobile Clients, Database Extracts and Batch Assignment

·         Responsible for and end user technical support for about 550 users

·         Provided/maintained documentation of procedures for administration and maintenance of Siebel application

·         Assisted in gathering and documentation of user requests, testing of new releases, and rolling out new versions of the software

·         Created library of documentation to assist users in performing queries, sorts, exports and other tasks, and populated Encyclopedia with those documents

Interliant, Inc.
66 Perimeter Circle East
Atlanta, Georgia 30346

January, 1999 to November 2000 Technical Support Team Lead

·         Responsible for support for Internet mail, resolving cgi/Perl issues, and MS FrontPage problems on BSDi, Sun Solaris, and Windows NT platforms

·         Created and maintained an Intranet website on my own, which became the official internal help site

·         Promoted to team lead position after only 4 months, supervising 6 employees

·         Collaborated with the 2 other supervisors to help our Technical Support Analysts minimize talk time and improved first call resolution

 

Support Technologies, Inc.
4 Concourse Parkway
Atlanta, GA 30328

September 1998 to January 2000 Help Desk Team Lead

·         Led Ciba Vision Help Desk supporting about 1200 local and 300 remote users, as well as other clients

·         Revised and improved the client’s Intranet site

·         Promoted to Project Leader after five months supervising five to six employees

·         Responsible for improving overall support quality, and monitoring individual progress

·         Supported Windows 95 and NT Workstation on desktops and laptops, AS/400, Outlook and Office 97, network connectivity, and telephony issues

 

Comstock Net Services, Inc.
2995 Johnson Ferry Rd.
Marietta, GA 30062

July 1997 to September 1998 Information Technologist

·         Responsible for creation, modification and maintenance of web pages

·         Assumed site promotion duties to search engines

·         Diagnosed and resolved hardware/software problems

·         Assembled and upgraded PCs

·         Sole responsiblity for all internal technical support, and outside customer support

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Skills and Qualifications

  • Ten years technical support experience; two years supervisor experience
  • Trained by Microsoft to support Windows 3.1 and MSWord
  • Self motivated, detail oriented, results driven, excellent troubleshooting and problem solving skills
  • Supported operating systems: Windows 3.0 - 1990; 3.1 - 1992; Windows NT - 1997; Unix (BSD and Solaris) - 1997; Linux, NT, Solaris, BSDi - 2000
  • Supported applications: MS Word up through 6.0 - 1993; Monarch for DOS and Windows - 1994; Office 95 - 1996; Office 97 - 1997; Seagate Proxy Master - 1998; AS/400-Client Access - 1998; Imail, PC Anywhere - 2000; Lotus Notes V4.x - 5.41 - 1998; iPass - 1998; Enterprise Administrator - 1998; Siebel 2000 - Present
  • Supported NOS: Netware v3.11 - 1993

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Certifications

 

References available upon request