tonya@world-net.net


Objective

Develop business management skills relating to technical customer support, education, and information technology through a Systems Analyst, Technical Support, Quality Assurance, or Project Management position in a vital company, organization, or venture.

Experience
Technical Support Analyst

SAGA Software, Inc. 1996-1999
  • Supporting, installing, testing, and using database management tools, application development environments, change management software and distributed computing components
  • Documenting technical support activities, writing knowledge base articles, reviewing technical documents for technical accuracy and quality
  • Creating Internet documentation of the technical support analyst training curriculum
  • Organizing, maintaining, and coordinating the customer support Intranet site
  • Operating on MVS/ESA, OS/390, UNIX, VMS, and all Windows platforms.
  • Providing quality telephone and electronic technical support to customers worldwide in many industries.
  • Providing after hours technical support for customers' production systems.
  • Planning and carrying out regression and acceptance testing.
Help Desk Operator

Information Technology, UTSA 1994-96
  • Solving software and hardware problems for students, faculty, and staff
  • Introducing quality support skills into the University computer lab environment
  • Writing instructional technical documents for Internet publication and hardcopy distribution
  • Assisting students in using computer applications and Internet access
  • Operating on Windows, DOS, Macintosh, UNIX, VMS and mainframe environments
  • Software support and troubleshooting
  • Upgrading PC hardware and software and monitoring printer functions
  • Maintaining applications for software inventory and tracking
  • Supervising and training temporary/part time employees
... employment history

Recent Training


COMPUTER SKILLS

Workstation: Windows 3.1, Windows 95, Windows NT 351 and 4.0, OS/2, Apple Macintosh

  • Microsoft Word, Excel, Access and Power Point, Aldus PageMaker
  • Visual Basic, DDE/OLE, ODBC, Intersolv, Oracle, SQL*Net...
    Network/Protocols: Novell, SPX/IPX, TCP/IP
    Internet: HTML, CGI, Microsoft Frontpage, Netscape 4.0 Composer
    Midrange/Server: (general)HP Unix, VMS, (advanced)NT 351 and 4.0
  • Natural, Predict, Oracle...
    Mainframe: (general) MVS, VSE, CICS, TSO,
  • (advanced)Natural, Predict, Predict Application Control,
  • Natural Security, Adabas Online Services
    ... previous entries - 1995

    EDUCATION
  • The University of Texas at San Antonio
  • Bachelor of Arts in English, 1995
  • Minor Studies in Russian, additional studies in English as a
  • Second Language, Education, and Computer Applications.
  • National Dean's List, 1994-95.
  • Graduate Studies in Curriculum and Instruction,
  • Division of Education, College of Social and Behavioral Sciences.

    SUPPORTING SKILLS

    Leadership:
    President, UTSA Organization of Russian Studies, 1993-94. Organized cultural awareness events, study group sessions, and presentations on related opportunities.
    Vice-President, Childcare Co-op, 1993-4. Assembled student-parents for interactive support, child care advice, and day care alternatives.
    School Advisory Team Member, Northside Pre-Kindergarten Center, 1994-95. Developed plans for community outreach projects and family involvement in education.
    Other:
    Research, Organization, Russian, Linguistics, Classroom Management, Customer Service.

    web pages by tonya kelsey:
    Search Engine Launchpad
    UTSA-SCF page
    world-net homepage