William Patrick Merante Jr
Pittsburgh
Summary
Detail-oriented IT professional with over 25 years of experience spanning various roles in customer support, project management, and software development. Recognized for excellent communication, interpersonal, and problem-solving skills. Highly adaptable in dynamic environments, with a proven track record of process optimization, technical troubleshooting, and team leadership.
Overview
26
26
years of professional experience
Work History
Technical Support Trainer
Meyer, Unkovic & Scott
11.2022 - 03.2025
- Company Overview: Meritas law firm specializing in many areas of business law
- Created technical training documentation for all aspects of the firm including Microsoft Word, Excel, and Teams, Zoom phone systems, and document storage systems such as NetDocuments
- Provided training sessions geared towards assisting the attorneys and staff to become more proficient in all technical processes
- Handled support calls to troubleshoot all hardware, software, and network related issues
- Staged conference calls for client meetings and depositions
- Stage televised interviews for the attorneys that make nationally broadcasted appearances
- Meritas law firm specializing in many areas of business law
Manager, Customer Support / Project Manager
Acrelec / Hyperactive Technologies
04.2007 - 10.2022
- Company Overview: Global provider of restaurant and retail technology solutions, specializing in self-order kiosks and drive-thru systems
- Managed a highly technical Customer Support department focused on remote troubleshooting of proprietary software while maintaining over 97% ticket resolution within the client SLA
- Spearheaded efforts to streamline the support process with the creation of client specific troubleshooting guides and other various documentation
- Collaborated with developers to create deployment packages and content to be distributed amongst the customer base
- Led technical sales meetings around the country to educate the client base on our line of products which resulted in increased revenue with new and current customers
- Managed the phone system (8x8) and ticketing systems (TopDesk, CRM) in order to maintain a strong record of every customer interaction
- Creation of weekly and monthly reports demonstrating that the company goals were being met and often exceeded on a regular basis
- On-site training of a vast network of installation technicians as well as personally performing many installations and repairs
- Maintained a key role in transitioning the core business operations into an Oracle platform
- Managed the onboarding and training of new employees as well as scheduling and assignment of brand responsibilities
- Set up and monitored various lab environments in order to identify and resolve issues that may occur within the hardware/software platforms
- Delivered a mandate from a major customer which lead to the installation of over 900 units in the southern US
- Global provider of restaurant and retail technology solutions, specializing in self-order kiosks and drive-thru systems
Programmer / QA Analyst
Accenture Technology Solutions
09.2006 - 04.2007
- Company Overview: Global consulting and professional services company specializing in digital, cloud, and security solutions
- Created test scenarios using SQL Server in order to distinguish user accounts to be run for unique test cases
- Performed various levels of test iterations such as regression and performance testing
- Utilized Mercury testing tools which was used to categorize the test iterations and update test script execution
- Modified a project scorecard with Visual Basic which tracks the progress of the conversion and keeps the team aware of up to the minute status of the test cases
- Worked closely with the team to help resolve defects through a system of debugging and tracking source data
- Global consulting and professional services company specializing in digital, cloud, and security solutions
Application Support Specialist
ATM Corporation of America / Vision Global Solutions
08.2005 - 07.2006
- Company Overview: Provided mortgage settlement and title services as well as specialized document management software
- Performed Oracle database and system maintenance with ad hoc queries using PL/SQL developer and Visual dBase
- Monitored the servers that transfer the information in the form of PDF files and XML data
- Escalated to a supervisory role after the first three months on the job
- Investigated code to determine the criteria for product placement
- Posted titles and appraisals in the form of PDF files to the website
- Added new clients daily to the PL/SQL tables to allow for broader access while increasing company profits
- Provided mortgage settlement and title services as well as specialized document management software
Senior Database Specialist
Management Science Associates
06.1999 - 09.2004
- Company Overview: Data analytics and technology solutions company serving industries in consumer packaged goods, media, and healthcare
- Worked extensively with VAX/VMS applications to deliver accurate data to stockholders and to keep an inventory of sales on both a store and brand level
- Data warehoused in the VAX/VMS platform was extricated to Excel tables and DAT tapes
- Acted as a technical writer to detail my responsibilities by creating training manuals to be used as guidelines for future employees to follow
- Worked in a fast paced, team-oriented environment where input is vital to group success
- Trained employees individually to provide them with the tools essential to a successful IT environment
- Data analytics and technology solutions company serving industries in consumer packaged goods, media, and healthcare
Education
Associates Degree - Specialized Business, Computer Information Management
Computer Tech
Pittsburgh, PA04.1999
Coursework Towards - Sociology
Community College of Beaver County
Monaca, PASkills
- Team Onboarding & Training
- Process Documentation & Optimization
- Project Management Lifecycle
- PC & Software Proficiency
- Customer Trend Analysis & Reporting
- Software & Hardware Support
- Brand Development & Implementation
- Cross-Department & Client Collaboration
- QA Testing & Resolution
- Helpdesk Management & Support Systems
Timeline
Technical Support Trainer
Meyer, Unkovic & Scott
11.2022 - 03.2025
Manager, Customer Support / Project Manager
Acrelec / Hyperactive Technologies
04.2007 - 10.2022
Programmer / QA Analyst
Accenture Technology Solutions
09.2006 - 04.2007
Application Support Specialist
ATM Corporation of America / Vision Global Solutions
08.2005 - 07.2006
Senior Database Specialist
Management Science Associates
06.1999 - 09.2004
Coursework Towards - Sociology
Community College of Beaver County
Associates Degree - Specialized Business, Computer Information Management
Computer Tech
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