Raymond Louie
RAYMOND LOUIE
Freeport, NY ? ------------ ? rayL------------
Application Technical Support Specialist
Senior Application Support Specialist professional with a record of success providing technical application support to global and domestic customers. Exceptional problem resolution, technical troubleshooting and documentation skills aligned with business standards and agreements. Recognized for delivering exceptional customer service to users and internal cross-functional teams.
Core Technical Competencies
Platforms Windows (NT, XP, 7, 10) Linux (RHEL) Solaris 2.x
DOS/VSE, VM, CMS, JCL, MPS, VPS/is
Software DesktopWallboard, Contact Analyzer, MPS Developer
Languages ANS COBOL, Pascal, RPG, Java, MS Basic, UNIX Scripting
Experience
AVAYA, Basking Ridge, New Jersey 1998 - 2018
(Formally Periphonics/Nortel)
Application Support Specialist (2009 – 2018)
Senior Support Specialist (2001 - 2008)
Technical Support Specialist (1998 – 2000)
• Provided remote and telephone support for customer in response to technical issues with telephony systems.
• Evaluated and resolve technical issues on client’s IVR systems, both on Solaris, Linux, and Windows platform.
• Resolved application, configuration, and software issues and provided customer with timely updates.
• Performed Software upgrades to resolve known issues.
• Liaisons between customer and developer to troubleshoot software issues and provide a fix if available.
• Created and updated Team documentation on existing solutions, knowledge base, and customer information.
Additional Relevant Experience
CROSSZ SOFTWARE, Uniondale, New York 1997 - 1998
Technical Support Analyst
• Assisted in setting up a Technical Support group, formulating procedures, logging calls, and maintaining customer records.
• Assessed and resolved technical problems from customers.
• Tested the product and sending out solutions for known problems.
CUSTOM DATA SERVICES, Baldwin, New York 1993 - 1997
Computer Technician
• Customized and maintained software applications that addressed internal user needs.
• Prepared hardware and software for Point-of-Sale and Accounts Receivable systems.
• Managed communications and assisted in production related issues.
Technical Support
• Maintained current information for new customers.
• Provided training and telephone support for end users.
• Troubleshot and attempted to resolve their problems.
• Handled software updates for users and communicated new features of the software.
CCH COMPUTAX, INC., Garden City, New York 1991 - 1992
Computer /Laser Operations
Monitored and processed tax returns, tape to print operations, printed finished product on impact and laser, maintained daily reports and spreadsheets, and distributed listings.
Education
Bachelor of Science, Computer Information Systems , Dowling College Oakdale, New York (2001)
Associate of Applied Science, Data Processing, Nassau Community College
Garden City, New York (1990)
Computer Programming Diploma, Grumman Data Systems Institute
Woodbury, New York (1993)
RAYMOND LOUIE
Freeport, NY ? ------------ ? rayL------------
Application Technical Support Specialist
Senior Application Support Specialist professional with a record of success providing technical application support to global and domestic customers. Exceptional problem resolution, technical troubleshooting and documentation skills aligned with business standards and agreements. Recognized for delivering exceptional customer service to users and internal cross-functional teams.
Core Technical Competencies
Platforms Windows (NT, XP, 7, 10) Linux (RHEL) Solaris 2.x
DOS/VSE, VM, CMS, JCL, MPS, VPS/is
Software DesktopWallboard, Contact Analyzer, MPS Developer
Languages ANS COBOL, Pascal, RPG, Java, MS Basic, UNIX Scripting
Experience
AVAYA, Basking Ridge, New Jersey 1998 - 2018
(Formally Periphonics/Nortel)
Application Support Specialist (2009 – 2018)
Senior Support Specialist (2001 - 2008)
Technical Support Specialist (1998 – 2000)
• Provided remote and telephone support for customer in response to technical issues with telephony systems.
• Evaluated and resolve technical issues on client’s IVR systems, both on Solaris, Linux, and Windows platform.
• Resolved application, configuration, and software issues and provided customer with timely updates.
• Performed Software upgrades to resolve known issues.
• Liaisons between customer and developer to troubleshoot software issues and provide a fix if available.
• Created and updated Team documentation on existing solutions, knowledge base, and customer information.
Additional Relevant Experience
CROSSZ SOFTWARE, Uniondale, New York 1997 - 1998
Technical Support Analyst
• Assisted in setting up a Technical Support group, formulating procedures, logging calls, and maintaining customer records.
• Assessed and resolved technical problems from customers.
• Tested the product and sending out solutions for known problems.
CUSTOM DATA SERVICES, Baldwin, New York 1993 - 1997
Computer Technician
• Customized and maintained software applications that addressed internal user needs.
• Prepared hardware and software for Point-of-Sale and Accounts Receivable systems.
• Managed communications and assisted in production related issues.
Technical Support
• Maintained current information for new customers.
• Provided training and telephone support for end users.
• Troubleshot and attempted to resolve their problems.
• Handled software updates for users and communicated new features of the software.
CCH COMPUTAX, INC., Garden City, New York 1991 - 1992
Computer /Laser Operations
Monitored and processed tax returns, tape to print operations, printed finished product on impact and laser, maintained daily reports and spreadsheets, and distributed listings.
Education
Bachelor of Science, Computer Information Systems , Dowling College Oakdale, New York (2001)
Associate of Applied Science, Data Processing, Nassau Community College
Garden City, New York (1990)
Computer Programming Diploma, Grumman Data Systems Institute
Woodbury, New York (1993)