Tech/Help Desk Support - Portnov Computer School

Resume # 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

Resume 1

Samples represent that of an actual working technical professional found on the WEB and modified to protect the privacy of these professionals. Human names, company names, colleges, software product names are intentionally made up.

Ben Harris

12345 Ford Drive
Mountain Tree, WA 65490

PROFILE

Technical Professional with 10+ years of IT experience in Client Server, Storage Area Networking, LAN/WAN, Open Systems, Mainframe, and Enterprise Application Integration for hardware/software products. Quickly adaptable and able to multitask in the changing technical and Managerial atmospheres that are common in today's marketplace.

Operating System and Software Skills: Also see addendum on last page

Microsoft MCSE Certified ID# 123456
Microsoft MCP + Internet Certified ID# 123456
Advanced TCP/IP and NT Routing skills
NT Server, Win2K Server, XP, Win9X, DOS, Unix, OS/2, Novell, Solaris, AIX, HP-UX
HP Openview NNM and Castle Rock SNMP manager
Microsoft Office software, Visio, SNA Server, SQL 7, IIS, IE, SMS, SNA Server
IBM QSeries Messaging Middleware Software, IBM ADSM and Tivoli Storage Manager
Unix Solaris 2.6 - 2.8, AIX4.3.3, HP-UX 10.2 and 11.0
Proficient in the installation and troubleshooting the major LAN transports such as TCP/IP and SNMP, IPX/SPX and Netbios
IBM MVS, VM, TPF, VTAM, SNA

Hardware Skills: Also see addendum on last page

Storage Area Networking equipment; Fibre Channel, FICON, ESCON, SCSI RAID, SRDF, IBM Channel Extension.
Intel, WinTel, Compaq, RS6000, SUN, IBM and HP Server hardware and peripherals, Dell Server certified.
LAN/WAN ATM, Ethernet, Switches, Cisco Routers, Hubs, Bridges, CSU/DSU, Firewalls, Routers, Bridges, Host Gateways, Channel Extenders, Protocol Converters, Hubs, Switches, cabling, NICs, and associated software and diagnostic tools; WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc., circuits T1s, Frame-Relay, ISDN, etc., cabling conventions, and associated diagnostic tools.
Products to connect Open Systems equipment to IBM Mainframes via SNA, TCP/IP and 3490.
Test equipment: LAN Sniffers, Logic analyzers, scopes, OTDR, Optical meters and power sources, ESCON Analyzers, Fibre Channel analyzers, SCSI analyzers, communication equipment.
Optical Dense Wave Division Multiplexors DWDM.

EXPERIENCE

Digital Experience, Saratoga, CA 2000 - Present
A Leading Storage area Networking Company
Technical Support Supervisor

Provided Project Management with strict deadlines and tight budgets, while balancing resources, for LAN, SAN and Application Integration projects.
Initiated, evaluated, and cost justified proposals to enhance business and presented to top management
Provided Pre-Sales and Post-Sales technical consulting for customers and company sales people
Supervised, and provided technical back up, for a team of twelve
Work with Customers, Vendors, and staff to produce Network designs. This involves detailing Network requirements and Equipment to implement different designs, producing network design documents such as drawings and recommendations for a particular approach, and the presentation of same to technical staff and management.
Responsible for administration, hiring, technical training, mentoring, and team building.
Formulated and implemented the roll out of an IBM MQSeries middleware product
Designed and Implemented the support infrastructure of an optical DWDM product line
Conceptualized, developed, and implemented support for Storage Area Networking product lines.
Managed OEM vendors on the service side of business, and evaluated contracts.
Nurtured project team development in the area of Open Systems LAN/WAN interoperability
Coordinated and wrote appropriate system test plans, and conducted the testing and implementation.
Applied for a patent as part of a group of three peers. It was Dynamic DNS for System Redundancy in a TCP/IP environment. Contributed to Corporate intellectual property.

Digital Experience, Saratoga, CA 1996 - 2000
Technical Support Specialist

Provided world wide Technical Support for company and OEM products on a 24/7 basis.
Specialized in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, Open System to Mainframe connectivity products.
Set up and maintained a laboratory to simulate and reproduce customer problems.
Contributed to technical documentation, and produced technical memos for released products.
Trained System Engineers, Field Engineers and Customers
Traveled in the USA, Europe and Asia Pacific to troubleshoot product problems.
Maintained excellent working relationships with customers, field service, sales and marketing people.
Well versed in all major OS s and Mainframe operations. Worked with Test equipment such as LAN Sniffers, Logic analyzer s, Scopes, OTDR, other optical equipment, and software diagnostics.

Digital Experience, Saratoga, CA 1992 - 1996
Senior Product Verification Engineer

Worked in a product verification computer lab, testing company products and simulating real world scenarios.
Mainly involved in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, and Open System to Mainframe connectivity products.
Controlled product releases while working with hardware and software engineers.
Produced technical documentation for customers and customer service.
Provided group leadership on many projects. Trained on most OS s including NT, AIX, HP-UX, Solaris, OS/2, Win9X, DOS, Unix, MVS, VTAM, VM, Novell.
Tested most LAN topologies including TCP/IP, IPX/SPX, and NETBIOS.

Digital Experience, Saratoga, CA 1983 - 1992
Hardware Engineer

Worked with a team of hardware and software engineers on IBM channel switching products and Data Communication products.
Product design, prototype debugging, and on-site customer introduction of early product.

EDUCATION/CERTIFICATIONS

University of New Haven, New Haven, CT
B.S.E.E. Program, 1983 - 1985
Greater New Haven State Technical College, New Haven, CT
A.S.E.E., 1981 - 1983
Central Connecticut State University, New Britain, CT
B.S. Business Administration, 1971 - 1976
Rutgers University Management Training
MCSE Microsoft Certified System Engineer
MCP + Internet Specialized in TCP/IP and Internet Information Server IIS
Medusa Laboratories Fibre Channel and SAN Theory M205

Addendum to Skill Sets:
Hardware:

Dense Wave Division Multiplexors DWDM Including Sorrento and Adva products.
Fiber Channel WAN FC over ATM ADVA
Fiber channel DASD LSI, EMC Clarion
XEON PC, Pentium PC, Pentium Pro PC, Pentium II PC, Pentium III, Pentium IV, 486 PC, Laptop PC s, Printers, Scanners, Tape backup, and all related peripherals. Proficient in installing, diagnosing, upgrading and repairing all PC related hardware.
RAID hardware including Fiber channel and SCSI, Fiber Channel HBA s, Fiber Channel Switches, Fiber Channel RAID Arrays. Knowledge of Dell PERC and Mylex SCSI Raid controllers.
SCSI HBA s including Adaptec, Symbios and others, Compaq DLT Tape libraries, SCALAR 1000 robotic library.
Fiber Channel HBA s including JNI, Qlogic and Emulux
Hubs and switches for Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring, Fiber Channel.
Network Hardware: Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring 4\16, FDDI, ESCON, and ATM. Hubs, Gateways, Bridges, Routers. An expert on installing and troubleshooting.
Communication equipment: Modems, ISDN, T1, and T3
Mainframe Peripherals: 3174 Terminal Controller SNA and non SNA, 3745 FEP, 3172 LAN Gateway, Fiber Directors, Channel Switches, Fiber and Bus/Tag extension hardware.
Test equipment: LAN Sniffers Network Associates and NT Network Monitor , Logic analyzers, scopes, T1 and T3 testers, Cable testers, Breakout boxes, ESCON Analyzers.
Wave Division Multiplexing WDM and DWDM equipment from Sorrento and Adva.
SCSI Extension equipment from South Seas and Crossroads.
EMC Clarion and LSI Fiber Channel SAN Storage units.
Escon PCI products to connect Open Systems equipment to IBM Mainframes via SNA and TCP/IP.
Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP

Software:

NT Server skills include: Installing and upgrading, Print server installation, Configuring TCP/IP, NETBIOS and IPX/SPX. Configuring NT desktop, Configuring NT server, Configuring network clients, Configuring DHCP/WINS, Network security, DNS, RAS, System backup and restores, Performance monitoring, Optimizing server performance, Create Domains and Workgroups, Create new user accounts, Registry troubleshooting.
Proficient in the following Software applications: Microsoft Office, Microsoft SNA Server, Microsoft SMS Server, MS Access, MS IIS, MS Excel, MS Word, MS SQL Server, McAfee anti virus, Norton Utilities, Norton Anti Virus, Desqview, CC: Mail, PC Tools, Carbon Copy, Rumba, Attachmate, Netmanage, Various other 3270 emulators, Procomm Plus, QEMM, Netware SAA, IBM Communication Manager.
MS IIS 4.0 Administrator ability this was one of my MCSE electives
MS TCP/IP this was one of my MCSE electives
MS SQL 7.0 Administrator ability
IBM Q Series Messaging Software Trained for system administration. Worked a major product line that incorporated MQ Series.
IBM ADSM and Tivoli Storage Manager
Arcserve 6.61 for NT Server
Solaris 2.6 - 2.8 Hands on installation and package adding.

General Skills:

Extensive knowledge of speciality transmission devices such as Firewalls, Routers, FRADs, Bridges, Host Gateways, Channel Extenders, and Protocol Converters.
Extensive knowledge of LAN Equipment, including Hubs, Switches, cabling, NICs, and associated software and diagnostic tools.
Extensive knowledge of WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc. , circuits T1s, Frame-Relay, ISDN, sub-rates, etc. , cabling conventions, and associated diagnostic tools.
Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP
Working knowledge of a variety of PC software office tools, including word processors, spreadsheets, and drawing tools.
Results oriented, strong analytical skills, strong communication and negotiation skills, college degree in Business administration, college degree in engineering, vendor evaluation skills, able to interact across a varied audience.

Resume 2

Kevin Swanson

123 Mission dr
Palo Alto, CA 94303

OBJECTIVE

A position to support personal computer end users and/or direct, establish, plan and implement the policies and procedures that support an organization's personal computer and networking support services.

SKILLS

Management
supervision
delegation
project management
help desk
networking
server support
desktop support
service level agreements
rollouts and migrations
vendor management
budgets
recruiting
workflow
planning
presentations
presales
training
technical writing
imaging
performance evaluations
vendor management
goal setting
Six Sigma

TECHNICAL

Microsoft Windows XP
Windows 2000
Windows NT
Windows 95/98
Windows 3.x
MS Office
MS Back Office
Citrix Metaframe
TCP/IP
PC
Macintosh
MS Project
Act 2000
Web collaboration tools
Ethernet
Tokenring
ThinkPad
multi-functional network devices

EXPERIENCE

Blue Sky Technologies, Anaheim, CA
11/1998 - 2/2001
Independent Management Consultant

Consult businesses on effective managerial practices such as interviewing/hiring, goal setting and employee retention. Performed project management functions in IT related areas such as rollouts and upgrades. Pre and post sales support, presentation skills and marketing. Also consulted on maximizing technology use. Projects included Windows NT to Windows 2000 migrations, global rollout of public access Internet kiosks and custom IT consulting service sales.

Southwest Services, Inc., Santa Rosa, CA
4/1996 - 11/1998
Technical Support Manager

Responsible for recruiting and managing regional technical support group. Supported Microsoft based application, email and print servers, desktops computer systems and peripherals. Reduced employee turnover by 80 . Designed, tested and implemented standard corporate desktop and server structure. Evaluated and set corporate hardware and software standards. Established support process and escalation procedures. Performed capacity planning and infrastructure analysis. Created a test environment and procedures to verify the feasibility, usefulness and effectiveness of new products and processes. Established support procedures and service level agreements. Set corporate technical guidelines for network infrastructure. Managed vendor relations and contracts.

Thomas, Jones and Associates, Oakland, CA
3/1995 - 4/1996
Systems Consultant

Serviced external client in a technical and managerial capacity. Managed and assisted an independent support group of four. Supported over 400 developers in an Unix and Microsoft environment. Extended the longevity of network equipment. Created a test environment to implement a standardized desktop for developers. Provided proof of concept for migration of network to Windows NT 3.51. Migrated facility from an OS2/Lan Manager to Windows NT networking environment. Streamline workstation installation process.

Digital Advance Corporation, Sacramento,
CA 1/1993 - 3/1995
Systems Consultant

Designed and implemented an integrated standard GUI based desktop and network infrastructure for four facilities consisting of 2200 personnel. Also managed in house support group. Redesigned network infrastructure and increased network performance by 25 . Stabilized network environment lowering the necessity for full time support technicians. Evaluated and selected a standard hardware configuration for 2200 users across four facilities. Created and managed test environment to obtain ISO 9000 certification for the computing environment. Performed testing to substantiate proof of concept for migration of desktops and servers to a Microsoft based networking environment.

AllStar Solutions, Atlanta, GA
9/1991 - 3/1993
Programmer

Created custom data manipulation programs in Assembler and PL/1 in an MVS environment in the direct mail industry. Utilized Group-1 and Pinnacle software to perform carrier route sorts, merge/purge and address correction to provide postal discounts to corporate direct mail customers. Created an online access system to remotely submit batch programs and then be informed of notices at given checkpoints. This enabled programmers to be readily available to fix problems without needing them on-site unnecessarily. Cross-trained operation staff in customer service duties for backfill during busy periods.

AllStar Solutions, Atlanta, GA
7/1989 - 9/1991
Shift Supervisor

Supervised shift of computer operators, printer operators, tape librarians and shipping clerks in a direct mail environment. Hired and trained interns and performed quarterly performance reviews. Determined and incorporated production enhancements. Yearly-improved production by 10-15 by automating shipping process. Decreased employee turnover by 30 . Designed and implemented an employee growth program.

AllStar Solutions, Atlanta, GA
9/1985 - 6/1989
Computer Operator

Ran batch applications in an IBM DOS/VSE and MVS mainframe environment. Assisted programmers in implementing program enhancements. Trained junior operators effectively running an operations center. Also performed duties in the tape library.

The Delta Group, Atlanta, GA
6/1985 - 9/1987
Computer Operator/Communications Consultant Part Time

Designed NetWare and IBM networks for telecommunication customers. Ran applications from central office to monitor telephone calling patterns and generated reports used to determine areas of telephone/data transmission improvements for cost savings.

Benton Bank and Trust, Atlanta, GA
1/1984 - 6/1985
MIS Systems Clerk Internship

Managed an Information Systems library where financial and technical periodicals and reports were kept for review by senior management. Evaluated financial applications for suitability and ease of use for managers. Designed training materials for applications selected.

EDUCATION

College of Automation, Atlanta, GA
6/1989 Undergraduate degree in computer science and business. 3.8/4.0 GPA

AFFILIATIONS

American Management Association
Project Management Institute
Career Builder Network

Resume 3

Cary B. Simpson

27 Empire Rd
Patterson, NY 12563

OBJECTIVE

Technical Support Manager looking for an opportunity to build a comprehensive Technical Support environment, or enhance the effectiveness of an existing department.

EXPERIENCE

Strategic Technologies Support, Patterson, NY
November 1999 - Present
Director - Technical Services

Provide consulting services on all Technical Support issues
Recommend and implement complete Technical Support solutions
Created, staffed, trained and managed a Technical Support/Customer Service department for an Internet startup company.

Qwest Internet Solutions, Bridgeport, CT
February 1999 - October 1999
IT Site Manager

Managed Technical Support/Internal Consulting function and provided 3rd level support
Administered Netware 4.11 server with users running Windows 95/98/NT 4.0
Participated in the integration of 2 Wide Area Networks and E-Mail systems
Recommended and implemented corporate technology standards
Maintained security and access control for data stored on systems
Direct responsibility for managing IT operations for the NY Internet Solutions office
Responsibilities included planning, managing and implementing the Corporate IT strategy within this area, budgetary control, Backup, Security, Multimedia services, Telecom system and Facilities

Gusman & Watkins, Inc., Newburgh, NY
October 1994 - February 1999
IT - Technical Support

Managed Technical Support and Internal Consulting function
Recommended and implemented corporate technology standards
Administered Netware 3.12/4.x servers with users running Windows 3.x/95/NT
Provided 2nd and 3rd level support
Managed multi-media facilities
Maintained vendor relationships nationally to ensure quality service on a timely basis
Assisted branch managers in planning for, budgeting and implementing new technology

MicroNet Technologies, Newburgh, NY
July 1989 - October 1994
Director - Technical Services

Recommended and implemented complete desktop solutions
Installed PC/LAN hardware, software and peripherals
Initiated, trained and supported migration to Windows 3.1/95/NT environments
Created and managed a Training and Development program
Strategic Planning/Technology advisor for future MIS direction
Managed projects through full life cycle

Newark Bank of Commerce, Newark, NY
April 1987 - July 1989
AVP - Systems Support

Implemented and managed a PC Technical Support/Internal Consulting group
Created and implemented a complete four-phase PC Technical Support program
Designed, installed and maintained Local Area Networks
Selected vendors and negotiated contracts
Implemented a company wide PC training and development program
Set standards for PC hardware, software and peripherals
Planned and implemented a relocation of all PCs to a new corporate center

Skills Summary:

A computer professional with experience in total system implementation and support. Strong organizational and interpersonal skills are combined with a commitment to contribute towards an efficient work environment.
Results oriented, motivating manager, with highly developed skills in computer systems technical support and analysis. Strong points include systems management and administration, training and development
Proactive and detail oriented individual who works well under pressure
Excellent communication skills, both verbal and written. Able to deal effectively with individuals at all levels
Successfully initiated and developed comprehensive Technical Support environments both internally and on a consulting basis
Has written multiple articles that defined and specified the full scope of Technical Support, including a 9 Point Implementation Plan and a Guide to Effective IT Management
Ability to align IT strategies with corporate objectives

EDUCATION

State University of New York at Stony Brook
B.S. - Computer Science

PROFESSIONAL MEMBERSHIPS

Microcomputer Managers Association MMA
former Member of the Executive Board of Directors
Published articles on PC Technical Support
Beta tester for: Microsoft, Mijenix Corporation, OnTrack Data International, Enfish Technologies, Wildfile Corporation, iSBiSTER International, Inc., Central Point Software, Computer Support Corporation

Resume 4

William K. Spencer, A+, MCP, A.A.
37 Newport blvd
Sacramento, CA 95820

OBJECTIVE

Computer Support Specialist, Help Desk Technician, Customer Service Representative.

TECHNICAL EXPERIENCE

Help Desk/Technical Support - Five years experience

Identify, troubleshoot, and analyze computer related issues. Determine appropriate course of action, and conduct repairs, modifications, and upgrade internal components and peripherals as needed.
Format hard drives; Determine appropriate file system FAT, FAT32, NTFS Install and configure Operating Systems, patches and upgrades, including Windows 2000 Professional and Server, Windows 95/98/ME, Windows NT 4.0, Windows 3.1, and MS/DOS.
Install and configure software applications, telnet connections, and electronic mail. Train and assist 30 internal end users in the proper use and procedures.
Install Network Interface Cards NIC s . Setup bindings, IP addresses, WINS, and DNS configurations. Operate, and maintain Local Area Network LAN connectivity using TCP/IP protocol.
Service and Maintain microcomputer systems, including inspect, clean, test, run scandisk, defragment hard drives, and update antiviral programs to maintain performance and security.
Support acquisition, operational and disposal phases throughout Program life cycles.

Customer Service and Support - Ten years experience

Provide customer service and support within Office, Industrial, and Military Environments, receiving and analyzing trouble reports from external users.
Investigate and find quick resolutions to problems and issues associated with computer support and electronic technology within the high tech industry.
Initiate, plan, track and implement modification/repair projects to ensure time critical readiness of fielded systems. Use excellent communication skills to monitor and coordinate projects with diverse divisional leaders on a technical and non-technical level.
Act as team facilitator, to coordinate meetings with project team members. Provide technical project reports and briefings to key administrative personnel.
Read and analyze technical specifications, schematics, illustrated parts breakdowns, and Operations and Maintenance procedures to research and select sources to replace obsolete components with suitable form, fit, and function substitutes to support the overhaul and operation of systems.

Database Administrator - Ten years experience

Research various legacy Depot Maintenance Database Systems to develop process relating information from disparate systems, and forecast division workload vs. manpower requirements.
Maintains Workload Database, routine data entry, extract and analyze data.
Generate key reports, provide information support, analysis, and develop graphic presentations for briefings at Branch, Division, and Pentagon levels.

Computer Equipment Custodian - Five years experience

Streamlined equipment accounts to track, monitor, and maintain computer inventory with 375,000 in assets in a continuously evolving environment. Maintain 96 client side workstations, servers, and peripheral devices.
Lead project to draw down 500 line item computer equipment account during workload transition to new duty station. Track equipment, remove sensitive data, demilitarize hardware, and prepare shipping documents, closing equipment accounts prior to accelerated deadline.

Equipment Manufacturing - Seven years experience

Manufacture, configure, and test analog and digital signal conditioning sensors and equipment.
Install and integrate turn-key systems at remote facilities, calibrate, and train receiving personnel in operations and maintenance of equipment.

Technical Writing - Five years experience

Revise and Edit Operations and Maintenance Technical Manuals to maintain accuracy and currency of technical procedures for three major Equipment programs.

Facilities Engineering

Stepped in as Facilities Engineer to spearhead project to relocate office of 25 employees. Design and draft a new facility layout, limited by using only existing office partitions and furniture. Plan layout of workstation locations and LAN cabling. Coordinate teardown, move, and install of office partitions, desks, and equipment. Install PC workstations, LAN cabling and setup network connectivity.

Cost Analysis - Five years experience

Develop cost estimates for manufacturing Electronic and Mechanical spare parts. Evaluates learning curves, tool handling, expected personal fatigue, work delays, wages, material costs, overhead, profit margins and special requirements.
As Lead Technician, assign workload to coworkers, review work to assure accuracy, develop division reports and correspondence to outside customers, enter and track projects in workload database.
Provide key technical support during contract negotiation.

TECHNICAL SKILLS

Operating Systems:

Windows 2000 Professional and Advanced Server
Windows 95/98/ME
Windows NT 4.0
MS-DOS

Hardware:

IBM PC/Clones
All internal PC components
Impact/Inkjet/Laser Printers
Scanners

Applications:

Microsoft Office Suite
Word, Excel, Access, and PowerPoint
Visio
SAP R/3
CA/Data query

NOS and Protocol:

Windows 2000
Windows NT 4.0
Ethernet
TCP/IP

PROFESSIONAL EXPERIENCE

2001 - 2002 Digital Enterprises, Sacramento, CA
Contract Computer Support and Training
1995 - 2000 Range Threat Systems Division, SouthWest AFB
Equipment Specialist/Computer Support Specialist/Equipment Custodian
1991 - 1995 Space & C3I Business Office, SouthWest AFB
Workload Database Administrator
1985 - 1991 Competition Advocate Directorate, SouthWest AFB
Industrial Specialist / Archive Database Administrator / Cost - Price Analyst
1983 - 1985 Radar System Automated Test Branch, SouthWest AFB
Electronic Engineering Technician, Prototype Shop
1980 - 1983 Best Solutions, Inc., Glendale, CA
Electronic Engineering Technician / Field Service Engineer
1972 - 1976 U.S. Air Force, Darren AFB, MT
Missile Systems Analyst Specialist

EDUCATION/CERTIFICATIONS

Currently pursuing MCSA / MCSE Certification
Mar 2002 CompTIA A+ Certified Professional
Jun 2001 Microsoft Certified Professional, Windows 2000 Server
Jun 2001 Microsoft Certified Professional, Windows 2000 Professional

California State University/RCE, Sacramento, CA
Nov 2000 Microsoft Systems Engineering Program - Windows 2000
May 2000 Microsoft Windows NT 4.0 Core curriculum

Sacramento City College, Sacramento, CA
Jun 1979 Associate in Arts - Engineering and Electronics Technology

Resume 5

Thomas A. Cripple

382 Saunders Street
Fremont, California 94536

OBJECTIVE

Position as Leader of Customer Support Team within Computer Industry

KEY SKILLS

Research-Interpret Customer Requirements MS Office 2000 Hewlett Packard
Develop Presentations PeopleSoft HRMS COMPAQ
Build-Lead Cross-Functional Teams Lotus Notes Dell
Problem Anticipation-Resolution WEB Browsers Macintosh
Technical Support Remedy TCP/IP
Project Management Windows 95, 98, NT4, Win2K, XP

SELECTED ACHIEVEMENTS

Led cross-functional technical team that developed complex presentation to major customer resulting in an initial sale of 1.3M office automation integration solution.
Researched unique customer requirements, created inter-disciplinary teams, and presented demonstrations of integrated systems. Consistently exceeded customer budgetary expectations, helped generate sales revenue, and promoted brand loyalty.
Recruited to build and lead a technical support team, which proactively identifies and recommends corrections to network and software issues prior to end user delivery. Develop user alerts, network status recordings, and email notifications that reduce customer assistance requirements.

PROFESSIONAL EXPERIENCE

Parametric Advantage, Inc., Palo Alto, CA
May 2001 to present
Consultant - HR Technical Support

Provides second-level support for all PA employees utilizing Crystal Reports and PeopleSoft HRMS to troubleshoot end-user issues.
Reviews, distributes, and collects statistics on all issues escalated to the HRTS team, providing daily, weekly, and monthly analysis of all identified trends.
Created and documented process for dispatching all escalated HR issues to team members, using Remedy queries and reports exported into Excel.
Actively works with out-sourced first-level support to improve the ticket content quality. Participates in cross-functional, international conference calls and meetings.
Performs route-cause analysis, recommends process improvement and identifies potential problems before they occur.

Harris & Murray, Santa Clara, CA
2000 to April 2001
Manager - Customer Services

Developed a customer support organization, providing exceptional customer satisfaction, establishing communications with key partners, reporting critical information to engineering and executives, relative to marketing campaigns and software reliability.
Created, developed, and managed project for external field test of early software release providing analysis and recommendations to engineering.
Established customer response procedures and actively participated in direct marketing campaigns, providing customer feedback to assist in the decision making process.
Directed the development and continuous enhancement of web and automated customer support technologies.

SmartSoft, Pleasanton, CA
1995 to 2000
Manager - Help Desk and LAN Support

Was recruited to develop internal support Help Desk and LAN Support team for state of the art software developer.
Identified customization requirements and promoted implementation of a centralized call tracking system.
Hired and trained staff, developed company-wide policies and procedures for internal support, and established relationships with escalation resource groups.
Established Technical Leads for the Help Desk and LAN Support teams, developed Point of Contact roles to encourage staff development, maintained statistics, and measured team effectiveness.
Mentored staff to advancement and have achieved a 66 retention rate within SmartSoft.

New Technologies Corporation, Santa Clara, CA
1992 to 1995
PC Integration Consultant - Western Region

Provided technical expertise for PC Integration products in both pre-sales and post-sales support.
Managed local program for early evaluation of pre-released PATHWORKS products.
Performed on-site customer evaluation of PATHWORKS and electronic mail products.
Organized teams that developed and delivered integrated tradeshow demonstrations.
Trained internal sales and sales support on suite of integration products, and served as liaison between customers and product development.
Earned merit award for providing strategic sales support.

New Technologies Corporation, Santa Clara, CA
1987 to 1992
Marketing Consultant - Application Center for Technology

Designed, maintained, and upgraded PC integration segment of the Solution Center for the Western United States customer showcase.
Designed, developed, promoted, and delivered seminars at the ACT facility, customer sites, and hotel sites.
Developed and delivered customized scenario demonstrations that addressed specific customer integration and proof-of-concept requirements. Industries included aerospace, state & local governments, semiconductor manufacturing, legal, and medical.
Provided Product Information Disclosures to strategic customers and insured that key local vendors, Apple and Microsoft, had the latest products installed at local customer demonstration centers.
Awarded Software Excellence for key participation in complex customer opportunities.

EDUCATION AND TRAINING

Monterey Peninsula Junior College - Monterey, California
AS Degree in Data Processing
Fresno State University - Fresno, California
BS Degree in Marketing
Minor in Business Administration
Digital Equipment Corporation - Palo Alto, CA
Completed course on HTML
Certified Professional web-development ??
Microsoft University - Santa Clara, CA
Completed course on Microsoft NT
PeopleSoft University - Pleasanton, CA
Completed course on JAVA programming
Digital Equipment Corporation - Boston, MA
Completed several courses in Network Integration and Sales Support
Organized and participated in 90-minute weekly training sessions which include Oracle, SQL, PeopleTools, single-user database demos, PeopleSoft production database troubleshooting, TCP/IP, NT4, and web-applications.
Completed Support Services Symposiums sessions on Service Level Agreements, Staff Development and Retention, Avoiding Burnout, and Understanding Statistics.
Participated in a "Riders" workshop, which addressed challenges for women in leadership roles. Attended Best Practices in Call Center Management and local Help Desk Institute "Hot Topics" sessions.

Resume 6

Jim Howard

1326 W. Beltline Street
Philadelphia, PA 19132

OBJECTIVE

Allow me to introduce myself: The HelpDesk Consultant. A help desk technical support/ call center customer service professional - with 6 years of experience within private and governmental environments. If you have identified professional and comprehensive technical support, sensitive customer service, internal team building and end-user training among your goals for 2002, my credentials will be of interest.

QUALIFICATIONS

Expert knowledge of current Microsoft operation systems, Office Suite and custom/in-house software packages and direct recent experience supporting such systems in a corporate environment. Basic knowledge of client side Novell NetWare & Windows NT/2000/XP Workstation and Server, Exchange server, SMS, Lotus Notes, Remedy/McAfee/Support Magic help desk clients and corresponding management consoles. Demonstrated ability to quickly learn new software and technologies.
6 years Help Desk work experience. Excellent time management skills. Ability to handle multiple projects concurrently and respond positively to sudden changes in priorities. Strong problem resolution, decision-making and analytical skills. Good leadership skills along with project management. Excellent technical support and customer service skills. Demonstrated experience resolving conflicts and problems in a professional, tactful way. Undergraduate pre-law studies at Princeton University. Former Top Secret military intelligence specialist in the United States Air Force.

SKILLS

Remedy/ McAfee/ Support Magic help desk clients.
Windows XP/ 2000/ NT/ 95.
DOS.
Office XP/ 2000/ 97/ 95 Access, PowerPoint, Word, Excel, Publisher, FrontPage.
WordPerfect.
Lotus Smart Suite.
Lotus Notes.
Norton/ McAfee antivirus.
Internet Explorer and Netscape.
Exchange and Outlook.
Windows Networking.
RAS.
DUN.
TCP/IP.
DHCP.
Novell Netware.
Ghost.

ACCOMPLISHMENTS

Delivery of expert help desk technical support and professional call center customer service.
Internal team building and leadership.
End-user training.
Special projects including customization of desktop/ laptop hardware and software.

CLIENT LOCATIONS 11/1995 to 1/2002 W-2 Consulting

US Department of the Treasury/ Office of the Comptroller of the Currency
US Department of Health and Human Services/ National Institutes of Health
World Bank Group/ International Finance Corporation
US Department of Labor
US Department of Agriculture
Step Entertainment Television
Dowson's Guide
Qualimed Plans For Health
Mulidge and Soffin Industries
Zittlich-Tupedo

EDUCATION

Princeton University
Princeton, NJ 1971 - 1973
Pre-law Political Science International Relations

Parkway Program High School
Philadelphia, PA 1969 - 1971
Educational Consulting

Resume 7

John L. Steppleton

1812 Wesley Bridge Dr.
Smyrna, GA 30096

EDUCATION

Currently pursuing a BS Degree in Computer Information Systems at DeVry University.

OBJECTIVE

To further pursue my desired career in Internet and PC technologies and become a part of a company s desire to be more competitive and successful. I will do this by implementing my best efforts and acquired skills to resolve any issue, learn new things about the company, and to enhance my career path. I believe by owning each problem as if it were my own personal issue, and working quickly and efficiently to resolve the issues gives me the ability to go above and beyond my expected duties, therefore achieving customer and employee satisfaction.

HARDWARE/SOFTWARE SKILLS & EXPERIENCE

3 years of professional computer repair & support, and 2 years of LAN/WAN Networking experience. Very experienced in a wide variety of software packages, including Microsoft Excel, Microsoft Word, Microsoft Outlook, Norton Utilities/Norton SystemWorks, as well as PeopleSoft Vantive/CRM Client.
Basic experience with HTML and Java Script.
Wide variety of Operating Systems such as Windows 3.1/3.11, 95/98, Windows 2000 Server and Professional, Windows XP Professional, Windows 2000 IIS, MS DOS, PC-DOS, RedHat Linux 6.0-7.2 Extensive knowledge of the OSI 7-Layer model as well as a variety of networking protocols such as TCP/IP, IPX/SPX, NetBEUI, WINS, DNS, DHCP, HTTP, FTP, SSL.
Well experienced in multiple Dial-Up and Broadband technologies such as ISDN 56k & 128k, IDSL, ADSL, SDSL, T1, T3, OC-12, and OC-48.
Installation experience with RJ-45 and RJ-11 cabling. Very familiar with TELCO technologies such as F-1 Cables, F-2 Cables, Loaded and Unloaded Pairs, etc.
Familiarity with look and feel of Redback user interface and commands.
Installation experience with 10/100 BaseT Fast Ethernet hubs, switches, and routers, as well as deployment and configuration of ADSL bridges and routers.

PROFESSIONAL EXPERIENCE

WORLDLINK, INC., Atlanta, GA
Jul 2000 - Jun 2002

Vendor Relations - Ticketing Response Operations Network
The primary responsibilities for this position included:

Collaboration with vendor and internal management to maintain healthy business relationships. Resolving escalated ticket for problems that exists on a vendor s network.
Cooperative troubleshooting with the vendors to resolve these issues in a timely manner.
Work with and have knowledge of the Project Life Cycles and how they are modified to fit business needs.
Making outbound calls to customers pertaining to the high-speed product line i.e. xDSL technologies
Utilization of Telco resources to resolve hardware and provisioning issues.
Identification, troubleshooting and resolution of multiple customer-affecting issues in relations to these technologies.

Network Operations - Emerging Technologies Services
The responsibilities of this group include

Working billing reconciliation projects that were designed to help EarthLink become profitable and gain more financial strength by finding out where money is going that it shouldn t be and resolving those issues.
This also includes working xDSL orders that are in a Jeopardy status with the respective vendor, analyzing what needs to be done in order to correct the issue and keep the order moving ; and act on this to insure that the xDSL orders were up and running in less than 30 days.
Worked alongside Broadband Management in special projects that were assigned to us by them on a weekly basis, to help EarthLink in the actual operations process of xDSL and other Broadband products.
Worked with vendors for line delivery failure processes and installation failure processes and provided these vendors with all of the information that they may need in order to get the failures turned into happy resolutions.
Collecting data and creating spreadsheets with information for submission or research by vendor management and/or internal management.
Managing 1-2 projects at a particular time, and assigning out the tasks as necessary for these projects.

Technical Support - Tier 1

Responsible for providing telephone support and troubleshooting to end-users using various web-based UNIX commands such as grep, ping, traceroute, and nslookup. Utilized the user database via telnet into a Sun Solaris environment. Ranking at the top of my team; always excelling and aspiring to learn new things. Maintain average call statistics of 160 efficiency.
Troubleshot a wide range of technical support issues and connectivity problems such as authentication, connection speed, connection quality, throughput, e-mail configuration, and loss of synchronization.
Assisting customers with basic LAN setup and configuration by telephone.
Troubleshooting and configuring popular e-mail clients and web browsers.

SUNSET SYSTEMS, INC., Atlanta, GA
Apr 2000 - Jun 2000
Network Associate/Technical Consultant

Responsible for providing telephone support and e-mail support to our business customers with T-1, ISDN-128, ISDN-56, ADSL, SDSL, Frame Relay, and networked offices using a Web Ramp that has two internal 56k Dial-Up modems.
Setup MX records and DNS pointer records using Windows 2000 IIS for our customer s hosted web sites.
Setup new POP email accounts and edited existing POP mailbox configuration such as passwords, user names, etc. using iMail Server 6.0 by IpSwitch.
Advised on the installation and setup of ADSL and ISDN routers such as the FlowPoint 144 IDSL router and the FlowPoint 2200 SDSL Router.

Resume 8

Louis Warren

754 Shore Drive
Cupertino, CA 95014

OBJECTIVE

Information Systems Support Manager Level II/III Lead Desktop Technician

Skilled Desktop Support Lead Technician with 13+ years experience in: HW/SW, MS Office, Windows, Helpdesk, Project Management, Networking, Info Security, Systems Migration, Antivirus and Documentation. Seasoned professional with a well-rounded repertoire of hands-on skills to draw from.

Highly motivated and skilled Desktop Support Lead Technician seeking a challenging management position with a technology driven company. I am searching for a position that will enable me to combine my nine years of military experience as a leader with my expertise in PC-based, hands-on technical support and networking fundamentals. I have over 13 years experience in supporting: Client and Server Hardware Repair, The Full Microsoft Office and Windows Platforms, Telephonic Helpdesk, Remote Systems Administration, IT Project Management, Network Troubleshooting, Information Security, Systems Migration, Antivirus Administration/Policy and Documentation. My greatest asset is my ability to use effective problem solving skills, creativity and innovative thought processes to solve complex issues. My extensive experience with both corporate and military environments gives me a well-rounded repertoire of personal knowledge to draw from.

EXPERIENCE

12/2001 5/2002
Santa Clara County Transportation Authority, Cupertino, CA
Windows 2000 / Office XP Migration Specialist Five-Month Contract Position

Member of a 3-person dedicated deployment team assigned to migrate 600+ Windows 95 users from existing Pentium-class PCs with Office 97 to Pentium 4, 1.4Ghtz Gateway Desktop and Pentium III Gateway Laptop PCs with Windows 2000 and Office XP
Utilized Norton Ghost 6.0 to install primary image, followed by Microsoft SMS implementation for deployment of several custom user application packages; built single or multiple user profiles and migrated user desktop settings and networking preferences from Windows 95 to Windows 2000 environment
Worked directly with end users, supervisors, and IS staff to capture, preserve and migrate user-specific environmental settings from existing systems to new systems, ensuring a smooth, accurate, and timely transition
Designed and implemented migration tools to streamline and increase the efficiency of daily migration tasks
Researched configuration challenges and software conflicts with applicable vendors to ensure compatibility with legacy systems
Accomplished all assigned tasks on or ahead of schedule, enabling the project to be completed successfully within the allotted time period and budget while maintaining the highest level of end user satisfaction
Project Lead for post migration surplus PC Auction Triaged 70 PIII PCs and prepared them for an internal company auction; wiped existing proprietary data from hard disk drives, tested hardware and repaired as needed, loaded Operating System from OEM Recovery CDs, bundled PC with keyboard/mouse/power cable, OS License and recovery disk, shrink-wrapped and inventoried systems Special Project Management for Software Licensing Compliance/Audit Used MS SMS to query and populate a SQL Database containing Licensing Information for over 600 Desktop and Laptop Systems, Qualified data by using several alternative data collection sources including 3rd party software, Hands-on verification and Remote Auditing of all licensed software to ensure legal compliance

09/2001 11/2001
Santa Clara County Sheriff-Coroner Forensic Science Div. , Cupertino, CA
Level II Desktop Support Technician, Special Projects Coordinator Two-Month Contract Position

Desktop Support Technician assisting a team of specialists providing support for 2000+ Law Enforcement Officials and County employees, both local and remote site users in a Windows NT4.0/2000 multi-domain Mixed Mode Network utilizing Remedy Action Request System for Trouble Ticket Management. Hands-on daily tasks include:

Network connectivity troubleshooting TCP/IP 10/100BaseT network and Wireless using Cisco and Bay Networks Routers Supporting both Desktop and Laptop PCs using standard PCI, PCMCIA and Wireless NICs
MS Outlook 97/2000/2002 MS Exchange Server configuration, trouble-shooting and on-site user training
Support and configure the full MS Office 97/2000/2002 Office Suite
Support and configure Visio Standard, Technical and Enterprise Editions
Support and configure MS Project 2000
Install and configure network and local laser/dot matrix printers using Windows NT/2K TCP/IP Print Services supporting HP, Toshiba and Tektronix b/w and color printers, Barcode and Label printers
Install and configure Dell desktop and laptop PCs using Windows 95, 98, NT 4.0 SP6a , 2000 Professional SP2 , and NT4.0 Server operating systems via direct installation and by using PQDI and Norton Ghost
Install and configure all standard PC peripherals PCI, PCMCIA, PS2, Serial, Parallel, USB, FireWire, & SCSI Scanners, Cameras, Digital Plotters, High-End Imaging equipment, Memory Sticks, Zip/Jazz/Tape/External Hard Drives, Card Scanners, Barcode Scanner/Reader Software, etc.
Special Projects Coordinator for remote sites
Operate in a highly secure environment in coordination with County Civil Service employees, Local, State and Federal Law Enforcement Officials
Responsible for planning, documenting, and implementing special projects that require immediate and timely execution with extremely low margins of error
Manage peer teams of 1-5 personnel to accomplish short and long term projects in accordance with guidance from management, project requirements and target objectives
Communicate effectively with peers, superiors and subordinates to ensure management intent, compliance with project directives and overall success of the project
Document and track the status of the project s milestones, challenges, and alternative resolutions to provide management with useful and accurate operational data

11/2000 09/2001
New Age Technologies, Inc. Newport Beach, CA
Level II Desktop Support Technician, Global ePolicy Orchestrator Administrator

Lead Desktop Support Technician for 500+ users in a Windows NT4.0/2000 multi-domain Mixed Mode Network utilizing Remedy Action Request System for Trouble Ticket Management. Hands-on daily tasks include:

Network connectivity troubleshooting TCP/IP 10/100BaseT network using Cisco and Cabletron Routers Supporting both Desktop and Laptop PCs using standard 10/100BaseT PCI and PCMCIA NICs from 3Com, Xircom, and Viking as well as internal and external modems from 3Com, Xircom, Conexant, Zoom and others
Remote access configuration for desktop and laptop PCs using Windows Dial-up Networking, Nortel Extranet Access Client VPN , and direct VPN network access via Cable and DSL dedicated connections
Lotus Notes R5 5.0.7 installation, configuration, and on-site user training, including both network and local database replication/synchronization and multi-user workgroup shared database configurations
Palm Device installation and configuration using Palm Desktop software, EasySync 4.0, and Lotus Conduit for EasySync 3.0a to synchronize the Palm Desktop with Lotus Notes as well as CardScan Software
Install and configure network and local printers using Windows NT print queues and TCP/IP protocol supporting HP, Lexmark, Toshiba and Tektronix b/w and color printers Install and configure Compaq desktop and Dell laptop PCs using Windows 95, 98, NT 4.0 SP6a , 2000 Professional SP2 , 2000 Server operating systems via direct installation and by using Norton Ghost
Install and configure all standard PC peripherals PCI, PCMCIA, PS2, Serial, Parallel, USB, FireWire, & SCSI Scanners, Cameras, Digital Plotters, High-End Imaging equipment, Memory Sticks, Zip/Jazz/Tape/External Hard Drives, Card Scanners, Barcode Scanner/Reader Software, etc.
Global McAfee ePolicy Orchestrator EPO Administrator responsible for US based and International sites for Mindspeed Technologies supporting over 1500 users Worldwide Typical tasks include: Administrate Enterprise Level McAfee Antivirus Policy utilizing McAfee EPO Administrator 1.0 PC nodes utilize McAfee Antivirus V4.5 while Server nodes utilize McAfee NetShield
Configure and monitor all enterprise Antivirus operations, schedule virus detection sweeps, and develop safe enterprise local network and RAS computing policies
Design and manage custom remote site and home user McAfee Antivirus Installation CDs with detailed end-user instructions and schedule for manual and automated DAT file update procedures Coordinate with McAfee Prime Support when new Viruses are discovered and quarantined within the enterprise
Primary Knowledge Base Author for Desktop Support Department Documentation Typical tasks include: Detailed installation and configuration instructions with screen captures and step-by-step procedures
Documenting proprietary and environment-specific workarounds or fixes
Develop and maintain technical support procedural FAQ and Knowledge Base Databases
Coordinate with various key department personnel for new software/hardware product roll-outs or recalls
Special projects management Domain Migration for company spin-off, Corporate Virus Rapid Response Team & Disaster Recovery

10/1999 10/2000
Software Engineering, Inc., Cupertino, CA
Director of Marketing & Technical Sales Support

Primary In-house Technical Staff for PC Support and Configuration Small Private Company 20 employees
Regularly Installed and Upgraded MS Windows, MS Office 2000, MS Outlook 2000, and Netscape Software
Mastery of MS Windows 9x/NT, MS Office 2000 Usage and Configuration
Anti-virus, Network/Internet Security Configuration and Consulting
HTML Web Material Design and Creation Using MS FrontPage and Macromedia Dreamweaver 2
Mass Data Storage RAID System Configuration, Consulting, and Technological Research
Marketing Management via Internet, Multimedia and Printed Materials
Development of Website Design and Function, HTML E-mail Design and Mass Mailing to Client Database
Desktop publishing, Technical Manual Proofreading and Editing, Technical Product Datasheet
Design, Inter-office and Client-Side Forms Design and Creation Using Adobe Photoshop, Illustrator, Acrobat, and MS Office

1/1999 10/1999
Computer Advantage Dentist, Palm Springs CA
Level II Software/Hardware Support Technician

Primarily Telephonic Helpdesk Software and Hardware Technical Support Some Hands-on Support Configured and Repaired PC Based Networks of Various Topologies TCP/IP & Netbui 10BaseT
Specialized in Peripheral Devices Printers, Scanners, Digital Video, External Storage Media IDE & SCSI
Windows NT Server, NT Workstation and Novel Netware Peer-to-Peer Networking
Proprietary Software Configuration, Windows OS Configuration, MS Access Database Management and Repair
Used PC Anywhere, Carbon Copy 32 and Dial-up Networking to Upgrade, and Troubleshoot Technical Issues
Prioritized, Triaged, and Escalated Support and Helpdesk Calls/E-mails/Faxes/Web Form Submissions to Ensure the Fastest Processing and Most Efficient Support Possible
Maintained Corporate Knowledge Base for my Specialty Peripherals Frequently Asked Questions FAQ Database that was Accessible via Internet and Fax-back Services
Wrote a Test for my Specialty that is Still Used by the Company Today for Technician Training and Certification

7/1989 7/1998
United States Army, Continental US, Europe, Persian Gulf
Sergeant and Field Artillery Battalion Fire Direction Control Section Chief

Created and Managed a Depot-level Technical Support/Maintenance Control Program for Over 200+ Tactical Computers and Associated Peripherals
Regularly Managed, Maintained, and Utilized Combat Vehicles and Equipment Valued in Excess of 1.5 Million with 0 Loss or Damage Received Favorable Evaluations and Awards for Excellence in the Line of Duty
Directly Supervised a Fire Direction Control FDC Team of 8 Personnel: Two Subordinate Sergeants and Six Lower Enlisted Soldiers
Evaluated the Job Performance, Ethics, Decision Making Ability, and Career Progression of Subordinates on a Monthly and Quarterly Basis Through Formal Counseling, Professional Development, Coaching and Mentoring
Obtained Secret Clearance and was Responsible for Handling Classified Equipment and Information Developed, Implemented, and Evaluated Training Plans and Tactical Practice Exercises for a Field Artillery Battalion of Over 300 Personnel
Specialized in Directing and Managing Army External Training Programs

EDUCATION AND TRAINING

1989 Present Various Universities, United States and Europe
70+ Units in Computer Science, Electronics Engineering Technology, & General Education

Information Technology Focused College Courses Taken:
Windows 2000 Advanced TCP/IP Networking
Windows 2000 Advanced Server Administration
Windows NT Server Administration
Windows 2000 Professional
Microsoft Access 2000
Introduction to Management
Digital Circuits Electronic Engineering Technology Course

12/2001 SkillDrill Certification, UserID: SOU123456
Certificate: Microsoft Windows 2000 Professional Transcript ID: CB4F123456789BA8BC123456F1234567

6/2000 Brainbench Online Certification, Internet www.brainbench.com
Certificate: Microsoft Office Specialist Transcript ID: 123456
Certificate: ACT! 4.0 User Transcript ID: 123456

11/2000 Brainbench Online Certification, Internet www.brainbench.com
Certificate: Microsoft Windows 4.0 Administration - Master Transcript ID: 123456
Certificate: Computer Technical Support - Master Transcript ID: 123456
Certificate: Microsoft Windows 95 Administration - Master Transcript ID: 123456

5/2002 Brainbench Online Certification, Internet www.brainbench.com
Certificate: Computer Fundamentals Win 95/98 - Master Transcript ID: 123456

Resume 9

Dennis J. Wrangler

1200 Hillcrest Drive
Fort Wayne, Indiana 46818

OBJECTIVE

Computer Operator / Help Desk Support / Repair Technician

SKILLS

Resourceful computer technician with an extensive record of support in technical systems and services, installation, troubleshooting, repair and configuration of software and hardware, workstations, servers, and interfaces.
Accomplished professional skilled in network design, engineering, customer support, and administration.
Hands-on skills in various LAN/WAN platforms, Ethernet and Token Ring topologies, and the TCP/IP protocol.

PROFESSIONAL EXPERIENCE

1999 Present
Polygon Systems, Personnel AllStar Services and Danny Services Fort Wayne, Indiana

Temporary contracting assignments through the above agencies

Independent Contractor

Graham National Corporation - PC Build Team

Provided desk side support replacing end of lease PCs on a 3-year cycle.
Built systems from images utilizing Norton Ghost.
Delivered, set up, and installed user requested software and hardware.

Ifratronics of Fort Wayne - Digital Communication Products

Wired and installed business phone systems to EIA/TIA wiring standards and practices.
Installed, maintained, and repaired analog/digital phone systems, and the PSTN.

Verizon Data Services formerly GTE Data Services

Assisted mainframe operations with tape library management and off-line storage.

Beta Group Home

Performed data entry using PPS and MaintainIT software under Windows NT.

07/00 06/01
Executive Machinery Fort Wayne, Indiana
Sales Assistant

Maintained data using ACT! 2000 and Great Plains Dynamics accounting software.
Created rental and sales spreadsheets to automate sales data and quoting process for customers in the construction and heavy machinery industry.

01/99 09/99
Mitchell Repair Information Company Concord, California
Technical Support Representative

Provided 1st level help desk support and technical advice to a customer base of 35,000+ world-wide users of the On Demand and ShopKey automotive repair diagnostic software.
Performed software/hardware troubleshooting of PC, Windows NT and Cytrix systems.

11/97 01/99
Netcom Technologies, Inc. Concord, California
Designer of UPS onscreen keyboard and software used by retail mailing and shipping outlets
Technical Support Representative

Provided customer support and technical advice to a client base of over 1,000 users.
Assisted in implementing proprietary security mechanisms on customer software.
Maintained in-house computers, including hardware/software upgrades, backups, and repairs.
Programmed custom software developed for in-house use; maintained Access database for tracking.
Designed, implemented, and maintained company Intranet utilizing 12+ stations in a star topology.
Created custom length networking cables; built and repaired computers.
Assisted in packaging and shipping systems via UPS automated mechanisms and FedEx.

PROFESSIONAL DEVELOPMENT

Computer Information Science, Coleman College La Mesa, California 1993

MS Office Suite DOS 5.x, 6.x Windows all versions QuickLink Procomm Plus
ACT!2000 Great Plains Dynamics WordPerfect Lotus Quicken On Demand
ShopKey Brock S.M.A.R.T. Pennywise Cytrix Medical Manager Norton Utilities
PCAnywhere Spinrite Textbridge Telemate Winfax Faxpress MaintainIt

Resume 10

Ronald W. Hall

54 Walnut Creek Avenue #7A
Oak Park, Illinois 60516

CAREER PROFILE

Effective Systems Support Engineer with strong customer focus.

Qualifications include:

Strong hands-on and leadership experience in system deployment, onsite and offsite support, product demonstrations, client interface, and user training.
Experience testing, troubleshooting, and documenting hardware and software problems.
Experience working with product development teams and contributing to software requirements gathering and specification.
Solid experience supporting server-based and carrier-class advanced messaging suites on Windows and UNIX platforms.
Experience installing, configuring, and administering Solaris and Windows systems including Exchange and Lotus Notes; system security and network design experience.

PROFESSIONAL EXPERIENCE

BLUE SKY TECHNOLOGIES, Aurora, Illinois
11/2000 - present

Lucent Technologies - Intelligent Network Unit provides IP-based, open architecture platforms that enable wireless and wireline service providers to develop and deploy value-added call services such as SMS text messaging, voice-activated dialing, and Internet call waiting. These software and hardware solutions use non-proprietary, commercial off-the-self technologies.

Systems Engineer - Intelligent Network Unit

Served as a lead customer advocate for major wireless and wireline assigned accounts including Qwest, Cingular, and other service providers. Provided second tier support of Intelligent Network products developed on the Sun Solaris 7/8 platform. Worked as part of a 24-hour technical support group responding to UNIX based hardware and software systems support issues in North America. Worked as contracted consultant through Triple I Consulting.

Managed technical support for several major US Wireless service providers. Served as primary point of contact, managed service level agreements SLAs , monitored compliance with SLAs, and reviewed and approved escalations for 25 support engineers.
Analyzed inbound network trouble reports; used strong UNIX and hardware troubleshooting skills to isolate problems and generate Root Cause Analysis reports.
Supervised onsite and offsite repairs and installation of fixes. Assured that software fixes were delivered in-line with support contracts for assigned accounts.
Assessed hardware, software, and design troubleshooting procedures. Contributed to the knowledgebase by evaluating and approving updates to troubleshooting SOPs.

STRATEGIC TECHNOLOGY, Chicago, Illinois
10/1998 - 11/2000

Developer of a carrier-class unified messaging software platform for routing and converting voice, email, and fax messages. Platform enabled customer-added applications and through an API and conversion utilities written in Java. Customers included Communications companies e.g. Nortel, businesses, and ISPs.

Systems Engineer - Advanced Messaging 11/1999-11/2000

Promoted to manage onsite support for an advanced messaging product that retrieved voice mail messages from third party products and converted the messages into MP3 and .wav files for distribution via email. This Solaris based system submitted messages to an Oracle database via Java JDBC.

Supported pilot projects at customer locations. Managed the distribution of beta releases. Interfaced with customers on a daily basis. Researched, designed, and developed application control scripts for all beta customers.
Prepared detailed reports on issues, instabilities, and features requested inbound marketing.
Served as integral member of the advanced messaging platform product development team.
Contributed to improvement of the graphical user interface and other features. Many recommendations made it into the final product.
Contributed to design and implementation of Acceptance Test Plans ATPs for application feature sets using network & telephony equipment T1, IVR, voice, switch simulators, etc. for both lab and production systems.
Tested all release candidates for functionality and fulfillment of customer specifications.
Assisted transition from beta to production; liaised between beta and production teams.
Deployed all production advanced messaging systems sold.
Established security policies, and created users, roles, and profiles for new deployments.
Supported the marketing team at several trade shows including SuperComm.
Received "Sales and Marketing Award for Excellence" for devotion to the development, pilot release, deployment, and support of the new IP messaging product.

Technical Support Specialist 10/1998-11/1999

Reproduced, tracked, and resolved customer reported system failures. Conducted tests in a simulated customer network environment and created detailed reports. Identified and examined uncompiled C++/Java code to enable resolution of system failures.
Verified consistency of release documentation with current build of software.
Ensured proper operation of all demo-in-a-box trial systems prior to shipping to domestic and overseas locations.
Built and managed a test environment consisting of MS Exchange, Lotus Domino, various SMTP based servers, and switch simulators for use in controlled testing.
Installed and maintained internal departmental Web server.

TECHNICAL SKILLS

Networking: DHCP, DNS, WINS, TCP/IP, SNMP, HTTP, FTP, LDAP, SSL, TCP/IP, Cisco IOS, HP OpenView, Microsoft Exchange, Lotus SmartSuite, Optus FacSys
Operating Systems: FreeBSD, AIX, HP-UX, Solaris 2.5, 2.6, & 7 , SunOS, Linux, MS Windows NT/2000/9x, UNIX Shell Scripting ksh, csh, Bourne Shell
Languages: HTML, Unix Shell Programming, TCL, telephony IVR scripting
Databases: Oracle 7.x, 8
Hardware: Sun Ultra 5 Workstations, Cisco routers and switches, Compaq Servers, Dell Servers, Integrating IDE, ISA, PCI, SCSI and USB peripherals in an x86 environment
Software: Homesite, Photoshop, Sound Forge, Microsoft Office Word, Excel, Project, PowerPoint, Outlook , Visio, Remedy
Training: Cisco ICND, February 2000

EDUCATION

College of DuPage, Glen Ellyn, Illinois
Coursework toward an Associates of Science degree in Computer Science

Resume 11

Robin S. McCoy

81 Forest Hills Dr.
Stockton, CA 92807

Summary

Over 12 years progressively responsible experience in network support, computer hardware and software installation, project management, and sales in a high-growth business environment.

Work Experience

11/01-5/02
Digital Office Systems - Modesto, Ca
PC Desktop Support/Help Desk

Contract responsibilities included extensive user support in a Windows 2000/AS400 environment using Windows NT, Novell, MS Exchange, SMS, Norton Anti-Virus Corporate Edition and other enterprise software platforms.
Helped manage network of over 1,000 Micron PCs including hardware and O/S upgrades.
Augmented MIS staff with new PC installations, IP network printing, and troubleshooting.
Coordinated internal moves with Office Services and Telecom then physically moved users.
Assisted MIS staff with SMS installations including package creation and deployment.

8/98-current
Strategic Consulting USI - Oakland, Ca
PC Network Specialist

Sell and manage customer contracts including network backbone installations, network equipment installation and configuration, and computer installation/support.
Sell and build custom computer solutions and network installations CAT5.
Maintained infrastructure including NT 4.0, RAS, MS Exchange and Novell 3.11.
Created infrastructure for 16-station predictive dialer system.
Managed all computing for mortgage brokerage including servers, clients and training.
Installed DSL routers, hubs, and connected multiple PCs LAN to internet.

4/00-3/01
Creative Design - Sunnyvale, Ca
Account Executive/MIS Specialist

Provide front line sales support for software engineering projects including forming strategic alliances, finding development partners throughout the entire sales cycle.
Helped manage network of 50+ servers and workstations and Cisco VPN solution.
Responsible for acquiring new customers, maintaining accounts, and customer service.
Acted as liaison between the customer, engineering, and creative services department.
Assisted engineering with website planning, scheduling, and documentation.

1/00-4/00
Smith & Wesson Inc. - Davis, Ca
Sales Engineer

Provide customer sales solutions for PC and Unix based environments. Products included, computer hardware Workstations and peripherals , software, and network devices. Responsible for hardware and software support including PC and network installation.
Managed CAT5 network installation project for 3 story executive suites building.
Responsible for demand creation, lead generation, and sales contracts.
Worked extensively with customers and vendors to coordinate price and delivery.

4/98-7/98
Xerox Corporation - El Segundo, Ca
Applications Engineer

Provide technical sales support for Xerox Channels Group including pre-sales installation, problem escalation, and customer relations.
Installed Xerox network printers BW & color in heterogeneous network environments.
Provide solutions for problems involving network topologies, servers, and applications.
Engaged with engineering to duplicate documented problems and provide resolution.
Gained experience working in a "virtual office" and "outside sales" environment.

3/94-4/98
Smart Solutions - Fremont, Ca
Network Specialist

WAN and LAN administration for over 2000 Pc s, MAC s, network peripherals, and servers involving both domestic and international locations.
Responsible for remote sales office WAN/LAN Networking and desktop support.
NT implementation for application, file, backup and print serving in remote locations.
Managed sales force transition from Mac to PC including hardware and application training.
Responsible for enterprise-wide Windows NT network including Remote Access.
Designed and Implemented Network and PC support plan for Rockwell CS Fab 7.
Networked remote sales offices for Windows NT, SAP, and E-Mail Lotus Notes.

1/89-3/94
Smart Solutions - Fremont, Ca
Network Systems Analyst

Design and implement network solutions connecting multiple networks, host computers, and network clients involving a wide range of protocols and media.
Responsible for Microsoft Mail administration including Pc, MAC, and SMTP gateways.
Administrator for U/B network and Xerox voice mail system.
Responsible for DEC network, terminal servers, printers, and servers.
Connected over 400 Pc s to Ethernet network for access to DEC, HP, and IBM hosts.

Additional Training

Windows NT v4.0 and 3.51
Microsoft LanManager and TCP/IP
MAC O/S
Network General SNIFFER
Lotus Notes
PC hardware repair

Education

California State University, Fullerton June 1992
B.A. degree in Business Administration

Resume 12

Mark Darcy

1800 Jose Avenue
Tracy, California 95062

OBJECTIVE

To obtain a position that will enable me to use my helpdesk and customer relations skills in a fast paced, dynamic environment.

EDUCATION

Windows NT 4.0 Workstation.
MCSE studies in progress. Passed Networking Essentials and Workstation exams.
Heald Institute of Technology, Milpitas, California
Associate Degree in Applied Science: Networking Technology. Completed July 1997. Dean s list; GPA 3.78
Associate Degree in Applied Science: Electronics Technology.
Completed January 1997. Dean s List; GPA 3.78

SKILLS

Windows NT 4.0 system support
Windows 95/98
Windows NT user account management
PC hardware configuration
PC Helpdesk phone support
Telephone Technical Support
Windows 2000 system support
On site desktop support

EMPLOYMENT HIGHLIGHTS

Currently Quantum:
San Jose, California.
Helpdesk Support Technician:

Provide technical support by phone for end users for Quantum s Snap!Server product line.
Position requires troubleshooting skills relating to Windows NT and 2000, Novell, Apple and Unix network environments.
Prepare detailed case notes for case history or engineering escalations.
Train new technicians by allowing them to, first, listen in on my incoming calls and then listening to them handle the calls providing background assistance if needed, then a short critique of the call.
Interface with engineering on case escalations to resolve cases that needed to be escalated to engineering for review or resolution.

7/99 to 1/01
Contracted to Hewlett Packard, Livermore, California
ESG Consulting, PC Helpdesk Technician:

Answer questions and perform trouble shooting with customers over the telephone.
Send reviews back to First Point of Contact technicians to facilitate faster over the phone resolutions.
Troubleshoot Windows NT and Windows 2000 Hewlett Packard workstations and Windows 95/98, Windows NT 4.0 and Windows 2000 Hewlett Packard laptops for customers using information supplied by Remedy problem tracking software.
Build Windows NT 4.0 and Windows 2000 workstations from disks and configure for TCP/IP network using DHCP to assign addresses.

8/97 to 3/99
Digital Data Support, Santa Cruz, California
Systems Administrator:

Install, maintain and Troubleshoot Windows NT 4.0 workstations and Windows 98 laptop computers.
Resolve trouble cases for end users according to data supplied by Vantive problem tracking application and telephone contact with customer.
Coordinate with customer time to resolve case in a timely manner and update customer on the progress on any active cases.
Follow up with customer after resolution of their case.
Worked as part of the NT Migration team setting up new NT Workstations using unattended installation program from a network boot disk and installing new operating systems using previously imaged hard drives.

3/97 to 8/97
Fresno Engineering, Fresno, California
PC Support Specialist:

Install, maintain and troubleshoot workstations on a Local Area Network.
Manage user accounts on a Windows NT server. Manage Exchange 4.0 server and MS Outlook client email suite.
Coordinate with outside vendors the installation of a new telephone system and new Category five-network backbone.
Perform nightly network backups using tape devices.

2/83 to 2/95
Seagate Solutions, Madera, California
Reliability Technician:

Test disk drives to ensure product reliability.
Interact with engineers to facilitate necessary changes in project flow with minimal delay.
Program thermal chambers to run required thermal test cycles.
Upon completion of project, gather and submit test data to engineer for project report.

References furnished upon request.

Resume 13

Ronald T. Greene

71 Hyde Park Ave.
Cordova, CA 95843

SUMMARY

Experienced professional with over 20 years of technical support experience including 13 years PC Support and 10 years Supervisory and Management experience. Proven history of accomplishing tasks with minimal downtime and associated cost. Managed many difficult company wide projects with excellent results. Experience in Windows NT Workstation and Server, Windows 2000 Workstation, Office 97, Office 2000, Microsoft Exchange and Outlook, SQL Server, Peoplesoft, HP Openview, Citrix/Terminal Server and SCT s Adage ERP Solution. Vast experience with Total Quality Management TQM and Statistical Process Control SPC . Seeking a career position in the technical support field that offers a challenging environment with room for growth.

PROFESSIONAL EXPERIENCE

Polygon Investments, Sacramento, Ca
12/97 - 4/02
Manager, Help Center and Hardware Support
Responsibilities and accomplishments include:

Managed the complete operations of the Help Center supporting 1200 Internal Employees as well as Hardware Support for 500 PC s in 4 different locations, all Company Copiers, Fax Machines, Barcode Equipment, Cisco and Intermec Wireless LAN Equipment, and Printers.
Project Manager for PC transition from aging IBM s to HP Vectra s. Installed 500 PC s in Sacramento, Modesto, Salem, OR and Kona, Hawaii with an average downtime of 20 minutes per station.
Project Manager for the conversion from Windows 3.11 and 95 in a Novell Network Environment, to Windows NT Server and Workstation.
Project Manager for the conversion from Lotus Suite to Microsoft Office 2000.
Project Manager for the conversion from Lotus cc:Mail to Microsoft Exchange and Outlook 2000.
Project Manager for the installation of a new Point-of-Sale system for Blue Diamond Retail Stores at three locations.
Heat Programmer and Administrator- Developed Customer Complaint Tracking System and Help Desk Call Tracking System using Front Range s Heat Call Center Tracking System Software.

Polygon Investments, Sacramento, Ca
07/96 - 12/97
Network Analyst
Responsibilities and accomplishments include:

Supported over 500 users in an AS400 and Novell Network environment.
Analyzed user requirements to determine equipment needs.
Configured and installed all PC and network equipment.
Installed and administrated HP JetDirect Software.
Troubleshoot all network connectivity problems.
Member of an SPC implementation team working on a 500,000 project to increase productivity in the manufacturing operation.

SunnyBeach Software, Oakland, Ca
04/95 - 06/96
Technical/MIS Manager
Responsibilities and accomplishments include:

Managed the complete computer operations of four office locations including the installation and administration of a Novell network environment.
Maintained and repaired all computer equipment and peripherals with the responsibility of answering all trouble calls, keeping up with technology changes and making purchasing decisions.
Provided technical training to applicants including Surface Mount and Thru-Hole Soldering Techniques and Basic Assembly Techniques.
Managed financial programs and database including Accounts Receivable, Accounts Payable, General Ledger and Payroll.

Zyrtec Corp., Patterson, Ca
10/93 - 03/95
Training and TQM Manager
Responsibilities and accomplishments include:

Managed the complete start-up of the training department and the overall direction and function of this department. Coordinated training for over 200 employees.
Managed the Total Quality Management effort.
Achieved Productivity and Quality Improvements in three major areas of operations.
Developed and administrated a Pay for Knowledge compensation program which included developing blocks of instruction and writing all exams for this program.
Developed the company s New Hire Orientation program and presented this information to all new hire employees.
Supervised the transition to self-managed work teams by developing team building and process improvement training along with facilitating these teams.
Coordinated ISO 9000 certification effort by setting up steering committee and facilitating various ISO 9000 workgroups.
Acted in the capacity of assistant Employee Relations Manager.

Hewlett-Packard, Santa Cruz, Ca
12/89 - 10/93
Computer Technician
Responsibilities and accomplishments include:

Defect Analysis on Hewlett-Packard 1000 and 9000 Multi-user systems.
Maintaining and troubleshooting software and hardware on Hewlett-Packard 3065 and 3070 automatic test stations.
Troubleshooting and repairing 286, 386, and 486 microprocessor based computer systems.
Using schematics to isolate failures to the component level.
Maintained the highest average daily output of repaired assemblies.
Developed parts inventory procedure to reduce excess inventory and automatically order parts to replenish bins.
Created test documentation for over 60 assemblies and then successfully transferred these assemblies to another division.

U.S. Air Force
9/86 - 8/89
Work Center Repair Manager
Responsibilities and accomplishments include:

Managed the maintenance, repair, and operation of an Electronic Countermeasure Radar Repair Center with 21 employees under my supervision.
Managed the only Electronic Countermeasure Radar system in Strategic Air Command to go from two unsatisfactory evaluations to two excellent evaluations in a 6-month period of time.
Developed a complete step-by-step training program for this repair center.
Reduced backlog of open work orders from 300 to 0 in a 6-month period.
Responsible for the complete training of all individuals under my supervision.

U.S. Air Force
9/81 - 9/86
Electronic Technician
Responsibilities and accomplishments include:

Maintain, troubleshoot, repair, and operate Precision Bomb Scoring and Electronic Countermeasure Radar systems.
One of only five technicians in Strategic Air Command to have the capabilities and skills to repair and operate all seven different systems.
Only Senior Airman in Strategic Air Command to manage a Quality Control Department.

SKILLS

Team Leadership and Facilitation
Total Quality Management
Statistical Process Control
Process Improvement
Excellent written and verbal communication skills and have worked in many culturally diversified environments.
Proficient in the use of: DOS, OS/2, Windows 3.11, Windows 95, 98, Windows NT, Windows 2000, Novell 3.12, 4.1, MS Office 97, 2000, MS Exchange/Outlook, Citrix/Terminal Server, Front Range s Heat, HP Openview, Lotus Suite, cc:Mail, Peoplesoft, Kronos, ACT, PC Anywhere, Paradox, Cyma Systems Accounting and Payroll software.
Ability to administrate Windows 3.11, Windows 95, 98, Windows NT, Front Range s Heat, Novell 3.12 and 4.1.

EDUCATION

Certificate in Electronics - USAF Jun 82
Total Quality Management Certification Nov 94
Creative Training Techniques Sep 94
Intermediate Statistical Process Control Mar 94
Modification Techniques of TWT Transmitters Aug 88
Electronic Countermeasures Radar Maintenance Course Aug - Sep 87
Career Radar Technician Course Jan - Mar 86
Eastern Washington University, Human Communication Sep 85
Trainers\Supervisors Course Aug 85
Autotrack Radar Technician Course

Resume 14

Donald Randall

23 East Road #145
Woodridge, Illinois 60173

OBJECTIVE

I am seeking a position managing or developing customer service, technical support, help desk, desktop support, knowledge management programs or some combination of these areas. I have proven experience in managing and developing customer support and service programs for both internal and external customers. Staff training, mentoring, and education, all a part of a successful support operation, are but a few of my strengths.

EDUCATION

Long Ridge Writers Group 2000 2002
Studying writing style and technique focusing on non-fiction

DeVry Institute of Technology, Kansas City, MO 1995 1998
CGPA: 3.62

Courses:
Microcomputer Systems Introduction to Microprocessors Networks
Microprocessor Hardware and Software
Applied Physics Digital/Data Communications
Technical Math C++ Programming
Electronic Devices Computer Applications
Electronic Communications Digital Electronics
AC Electronics Technical Writing
DC Electronics Composition
Technology and Ethics English I& II

Help Desk Institute, Colorado Springs, Colorado 1999
Help Desk Certification classes received Help Desk Certification

Computer Associates, Alameda, California 1999
Unicenter Advanced Help Desk courses: User Training, Administration, and Implementation

Seagate Software, San Francisco, Califoria 1998
Formal training in Seagate s Crystal Report Writer

IBM Learning Center, Phoenix, Arizona 1989
Specialized training in the management and operation of IBM computer systems

AT&T Technical Training Center, Phoenix, Arizona 1988
Training in the operation and troubleshooting of office telecommunications systems

PROFESSIONAL QUALIFICATIONS

Help Desk Certified by the Help Desk Institute.
Developed in-house teaching materials for training new personnel in Advanced Help Desk, telephone techniques, helpdesk procedures, and customer service.
Trained in development and use of Seagate s Crystal Reports.
Trained as an administrator and system implementation specialist on CA/UNICENTER Advanced Help Desk. Have only to take the test to receive certification in this area.
Skilled knowledge manager, including organizing, authoring, and maintaining knowledge bases.
Experienced instructor in numerous software packages and hardware systems having had experience writing training materials and teaching classes at all levels of expertise.
Excellent telephone skills, able to assist and instruct computer users of all levels.
Proficient in Windows NT, 3.x, 95, 98, 2000, and XP; also M/S Office 95, 97, 2000 & XP, Novell 4.x and 5.x, Microsoft Outlook, Novell GroupWise & ManageWise, Visio, dBase, Internet Explorer 2.x 6.x, and many other software packages.

AFFILIATIONS

Long time member of the Help Desk Institute

WORK EXPERIENCE

05/00-10/01
Simpson Financial Group - Chicago, Illinois
Senior Client Services Representative

Provided first and second level support of company s products for clients in the 28 state Midwest region, conducting customer training, troubleshooting, upgrades, new installs, and handling all customer service and technical issues for clients.
This position involves extensive travel to maintain the highest standard of service.
Working independently this position requires a self-starter; set my own schedule, make all travel arrangements.
I performed whatever work or service may be required to keep clients productive in the fast-paced world of stock trades where seconds mean money made or lost.
Worked with DOS, WINNT, 98, 2000, XP, SQL 6.5 & 7.0, MSDE, H/W, S/W, & telecommunications issues.

*Reason for leaving: Caught in Reduction In Force, entire team eliminated.

04/98-05/00
Modern Systems, Inc. Saint Anna's Health Network - Reno, Nevada
Lead Support Desk Analyst Help Desk Manager

Started, developed, and managed Support Desk, call center and knowledge base for Saint Mary s Health Network who outsourced IT management to Daou Systems, Inc.
Established procedures in accordance with industry best practices.
Designed team structure, hired and trained staff for a help desk that serves over 3000 computer users.
Staff training and development increased first contact close rate to 80.
Responsible for all aspects of help desk/call center operation, staff training and customer service.
Developed help desk metrics to benchmark individual and team performance, staffing needs and customer satisfaction.
Developed training materials for teaching new personnel.
Developed and maintained budget.
Established knowledge paradigm and procedures for the development of a knowledge base using Knowlix.
Responsible for call center design, Meridian ACD system, implemented Symposium for call center management, SIMON for distributed call center information.
Also responsible for the implementation of Computer Associate s Unicenter Advanced Help Desk, and served as system administrator for this powerful helpdesk tool.
Advanced Help Desk was the tool selected to replace both Support Magic and Remedy. Handled data migration from old systems into AHD and test-to-live cut-over.

*Reason for leaving: Departmental reorganization, teams combined, position eliminated.

01/95-03/98
Health Midwest Research Medical Center - Kansas City, Missouri
Help Desk Project Lead Help Desk Manager

Responsible for building and leading a team to handle all levels of support throughout the 16-hospital Health Midwest system, including PCs, WAN, LAN, interfaces, hardware, software, and dedicated healthcare systems based on DOS, Windows and UNIX.
Transitioned service format from an 8/5 to a 24/7 Help Desk call center supporting over 18,000 computer users in two states in a Windows, Novell, Unix, A/S400 environment.
Hired staff, maintained budget, and conducted staff performance reviews.
Also served as implementation project manager as well as system administrator for SQL based HEAT helpdesk call tracking system and Meridian ACD.

*Reason for leaving: Accepted job offer with Daou Systems

Information on earlier positions available upon request.

ACCOMPLISHMENTS

Received Help Desk Certification from the Help Desk Institute in 1999.
Numerous publication credits of non-fiction articles, primarily in the customer service area.
Active speaker and author on helpdesk and customer service topics.
Invited to be part of the consulting committee developing knowledge management practices and policies for Homeland Security.
On the Dean s List at DeVry Institute of Technology for five of seven terms.

Personal and character references are available upon request.

************************************************************
The following are scans of two professional reference, additional letters are available.
************************************************************
MODERN
SYSTEMS, INC.
January 10, 2000

To Whom It May Concern:

I am writing this letter of recommendation for Mr. Donald Randall. Ron has worked with us here in
Reno for almost two years. In that time he has demonstrated a strong commitment and
dedication to leading our Support Desk Team. He has transformed an area that initially had no
structure, into a team that has an identity and produces great results for our customer
population. Ron has tremendous knowledge of the Help Desk industry, and can incorporate proven
principles and best practices into everyday work.
If Don chooses to leave, I wish him the best in his pursuits and in his career advancement. He is
an honest, loyal, and hardworking employee that can make a positive contribution wherever he
works. He has my full recommendation and admiration.
Respectfully,

John Smith
CIO
Modern Systems, Inc.

************************************************************

December 20, 1999

To Whom It May Concern:

This letter will recommend Donald Randall who is Lead Support Analyst in Corporate Information
Systems at Saint Anna's Health Network SMHN in Reno, Nevada.

I have known Don since January 1999, as we have worked closely together on the implementation and
support of the Advanced Help Desk product. Don s understanding of the issues that needed to
be addressed during and after implementation has been responsible for the successful
installation of the product. By anticipating needs and planning in advance, Don was able to
mitigate many concerns of staff and customers alike.

Don is well versed in finding innovative ways to address growth of the SMHN enterprise. He has
maintained a consistently high quality of service, even though demands on the Help Desk, as
well as staff turnover, have been on the increase. Don understands the need to remain
current on new tools that may assist in meeting the needs of the enterprise.

Don has always displayed a high degree of personal and professional integrity in his conduct. As
a support professional, he has to balance the resources of the enterprise against the needs
of his customer base. By being honest and forthcoming in his communications, Don has been
able to accommodate both audiences.

It is a pleasure to recommend Donald Randall who will be a valuable addition to any organization.

Sincerely,

Jennifer Margarita Smith
Senior Support Center Engineer
Modern Systems Inc.

Resume 15

Eric Goover

33 Glen Miller Ave.
Cary, NC 27511

Certifications

A+ Certified IT Professional Member of the Computing Technology Industry Association CompTIA
Microsoft Certified Systems Engineer Completing November 2002

Work Experience

Independent Equipment Company - Raleigh, NC
April 2001 June 2002
Position/Title: Lead IS Support Analyst
Duties:

Receive, process, analyze, assign personnel to, and resolve all support issues submitted to Information Systems from over 700 users at 14 locations across eastern North Carolina, South Carolina and Virginia.
Record issues using LBE helpdesk software.
Administer Windows NT and 2000 network.
Support Dell personal computers and IBM laptop computers running Windows NT and 2000.
Administer user profiles, print queues and system messages on AS/400.
Evaluate software for potential corporate use, especially Windows XP.

Parametric Technologies - Cary, NC
July 2000 March 2001
Position/Title: Technical Support Technician
Duties:

Provide first level support to corporate Internet service and hosted server customers.
Process incoming requests via phone or email for technical support from corporate customers.
Record all issues using Remedy Action Request software and Filemaker Pro database software.
Monitor network and server status using InterMapper Internet Mapping and SNMP Monitoring software.
Administer Windows NT, Windows 2000 and UNIX on either HP NetServers or Sun Microsystems servers.
Connect remotely to servers using VNC, pcANYWHERE, Windows 2000 Terminal Server, or SSH for UNIX.
Administer web server services using IIS for Windows and Apache Web Server for UNIX.
Coordinate DNS changes between customers and Utenzi network engineers.
Coordinate troubleshooting and repair of ISDN, DSL, Frame Relay and T1 connections between customers, Utenzi engineers, and access providers.
Administer corporate emails accounts hosted by Utenzi using InterMail PostOffice Edition mail server.

Morris Digital Research - Triangle Park, NC
September 1999 July 2000
Position/Title: Workstation Development and Service Team Analyst
Duties:

Provide primary first level support for 57 telephone representatives at Glaxo Wellcome s Customer Response Center, running Windows NT Workstation 4.0 on Dell computers.
Service both hardware and software for systems. Primary support for TCS SeriesFive workforce management software for call centers.
Primary support for Telecorp ACD performance reporting software for call centers.
First level support for Beacon call center representative interface, using Visual Basic and Java.
First level backup for I Physician Net Video Conferencing system.
First level backup for Genesys Telecommunications software products.
Configure and roll out new systems.
Document procedures and publish them to the CRC s internal website.
Record all issues using Remedy Action Request software.
Coordinate with second level support to resolve escalated issues.
Participated in testing of Chameleon Systems Change Coordination Software.

AllStar Bank Raleigh, NC
March 1998 - September 1999
Position/Title: Helpdesk Representative II
Awards and Recognition: Service Management Associate of the Month for January 1999.
Duties:

Provide level one support to all First Citizens Bank associates.
Research and perform problem-solving activities on all operation on-line systems in use at AllStar Bank.
Respond to requests for information from bank associates.
Keep current on bank operations and the systems and/or applications used to automate FCB banking operations and their impact on the customers.
Identify and classify hardware and software issues on systems running Microsoft Operating Systems and Extra! for Windows 95/NT 3250 Emulator.
Document all troubleshooting and/or problem resolution actions.
Coordinate with Network Computing and bank associates on identifying and correcting data communication problems using CICS and Netview mainframe diagnostic tools.
Determine priority of and escalate unresolved problems to second level support.
Work with other FCB support groups, including Network Computing and Systems Management, to determine problems, develop solutions and resolve customer issues.
Assure a maximum level of customer service and quality control on all activities.
Serve as Group Lead to the hardware group for Help Desk Representative I s.
Provide initial support for the bank s Data Warehouse support activities.

Creative Design, Inc. - Wilmington, NC
1997-1998
Position/Title: PC Support Specialist
Duties:

Provided complete customer support for all personal computer systems, both hardware and software, for 20+ users.
Initial install of AS/400-Microsoft Network, involving the install of Category 5 network cabling in building, removing twinax network cards and installing Ethernet network cards, installing appropriate network protocols on existing Windows for Workgroups 3.11 workstations or installing new Windows 95 workstations, and resolving conflicts between AS/400 protocols and Windows Networking.
Responsible for various business-critical operations involving an IBM AS/400 mainframe computer, including daily tape backups, scheduling print jobs, and running reports and queries. Designed and implemented company web site located at http://www.somewhere.com.

Carolina Power and Light - Southport, NC
1996-1997
Position/Title: MS Word Conversion Specialist
Duties:

Member of team responsible for the conversion of nuclear power plant procedures from WordPerfect for DOS to MS Word 6.0.
Directly responsible for the development of multiple MS Word macros for the conversion of procedures.

Advanced Connection, Inc. Wilmington , NC
1995-1996
Position/Title: Computer Consultant
Duties:

Evaluated needs and purchased equipment for computer systems.
Installed both hardware and software required for systems.
Responsible for creating client database for better management of membership services.
Lead initiative to design and implement a company web site and other multimedia projects.

Education

North Carolina State University
Raleigh, NC
Presently
Course: Microsoft Certified Systems Engineer

North Carolina State University
Raleigh, NC
1998
Course: Local Area Networks Novell 4.11

North Carolina State University
Raleigh, NC
1990-1995
Degree: Bachelor of Arts in Communication

Resume 16

Stephen William

17 Oak Tree Drive
Austin, TX 77346

OBJECTIVE

To secure a challenging career opportunity that utilizes the experience and education I have to offer in the area of Desktop Support, technical writing or training.

EXPERIENCE

October/2001 to Present
Crown Computer Corporation - San Marcos, Texas
HARDWARE SOFTWARE TESTER
Duties include:

Identify and prepare test data.
Maintain test facilities.
Execute and evaluate test results and make pass/fail determinations.
Maintain test case libraries, test environments and an inventory of automated tools.
Maintain version control on test equipment and related documentation.
Consult on the use of test facilities and automated test tools and procedures.
Review and validate functional and technical specifications.
Test new software releases and report any problems with the new release or conflicts with other software or operating systems.
Troubleshoot errors that have been reported by recreating the exact hardware/software environment in which they occurred.

May/2001 to October/2001
SELF-EMPLOYED WHILE OBTAINING A+ CERTIFICATION During this time I have taken various courses and been involved in the following short term contract jobs:

Hub and UPS installation for IS&T
Windows 2000 Rollout for IS&T
PC Consultant at Wildflower Inc.
PC Consultant at Living Reporting

1997 to May/2001
Riverbank Consolidated, Previously known as Champion - Austin, Texas
SOFTWARE SUPPORT/TRAINING COORDINATOR/TECHNICAL WRITER
As part of my daily routine as Technical support, which includes but is not limited to,

performing software and hardware upgrades and installations,
technical writing on all aspects of the software,
workstations and paper machine upgrades,
including graphics creation for the booklets,
planning,
coordinating,
performing the training for the end-user, this includes assisting in the creation and support of the online CBT s.

Software Support:
Responsibilities for this position include:

Fulfilling network and application requests and assisting internal employees with technical troubleshooting including identification, resolution, escalation, referral, and follow-up with PC, network and application issues.
Software installations include Lotus Notes 4.5, MS Office, 95 , 97 and 2000, NT Workstation 4.0, Windows9X, Adobe Illustrator, and Adobe PhotoShop.
CBT support for end users.
Software startup support for end users.
Y2K testing for the Champion Product Tracking System.
Redesign of NMS. Donohue Industries Product Tracking System.
Key Player in the training and implementation of the Majiq product tracking system that is currently being used today.

Technical Writing/ Documentation:

I determine training needs by administering performance analysis, then interview SME s and managers to obtain and develop information used to create storyboards that are submitted for review.
On approval these storyboards are used to develop the final products, which are learning guides, job-aids, troubleshooting manuals as well as training aids such as agendas, overheads, hand-outs and pre/post assessments which are used to determine the level of knowledge achieved.
I have worked on several projects where my involvement included learning software so that I could develop training material and job-aids, which were used in training end users, and then supporting the startup.
Develop and edit graphics that are used in the creation of training material using Adobe Photoshop and Adobe Illustrator.
I create and maintain reports that are requested by management and operation personnel as well as continually update training manuals to meet OSHA requirements, which include graphical representation of the procedures to be performed in training and also for safety issues.

1996 - 1997
Champion International - Austin, Texas
TRAINING COORDINATOR

As the number 7 Training Coordinator, I planned, scheduled, aided in the development and support of the interactive computer based training material; which included; media, programming, technical writing, and curriculum development to implementation. This included the video, graphics, voice-overs and student records.
Facilitated training steering team meetings, coordinated Technical Writer and subject matter expert interaction and performed Dacum task analysis.
I reported employee training to management via written reports, spreadsheet analysis and presentations.
Duties include Curriculum Development; coordinating resources for the development of training materials, evaluating effectiveness of training, facilitation of Training Steering Team meetings, coordinate training with outside vendors.

Applications and Utilities:

This includes not only installation experience but also extensive working knowledge of each
application:
MS Office 95 , 2000 DreamWeaver
Access Dialup Networking
Excel Eudora Mail
PowerPoint Lotus Notes v. 4.5
Word Outlook Express
Word Perfect, Macintosh Cute FTP
Corel Draw Cute HTML
Corel Flow Hot Dog Pro 2.0
Adobe Exchange Netscape Composer
Adobe Illustrator v.7 & 8 WS_FTP Pro v 4.1
Adobe PhotoShop v.3, 4, 5 & 5.5 Internet Explorer v. 3.0 - 5.5
Kai s Power Goo Netscape 2.0 - 4.6
Photo Impact by Ulead McAfee
True Space v.2.0 Regclean

Operating Systems:

DOS v 5. - 6.2 Windows 95 /98 /ME/2000/XP
Windows 3x Win NT 3.5/4.0

Hardware Knowledge:

Gateway Nic Cards, 3com, Realtek
Hewlett Packard LaserJet Macintosh
IBM Compatibles Sony 166 - 200
CD ROM Lexmark
DVD Players CPU
Hard Drives Digital Cameras
Internal/External Modems Hubs
LAN Home Networking Mother Boards
ATI rage & Matrox Video cards Sound Cards
Routers Iomega Zip Drives

Hobbies:

Web page design and HTML markup language, example can be seen at building computers, computer
repair, football, basketball, fishing, and camping.

Education

June/2001 A+ Certification Houston, Texas
1977 - 1979 McNeese State University Lake Charles, Louisiana
Major - Business

1996 - 1999 Various corporate training courses include:

Information System Design Microsoft Excel
Creative Writing Microsoft Word
Adobe Photo Shop Dacum Facilitation
Adobe Illustrator Project Management
Microsoft Access 8.0 Time Management

References available on request

Free Technical Support Resume Samples

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Thomas A. Cripple

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Robin S. McCoy

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Ronald T. Greene

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Donald Randall

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Eric Goover

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Stephen William