Resume (Public Version)
This version of my resume lists dates and descriptions of my work history as an IT professional. I have purposely omitted the names of companies that I have worked for as a measure to protect my privacy. A complete version of my resume is available upon request using the form at the bottom of this page.
Summary:
PC Technician and support specialist with more than ten years of experience in IT infrastructure and customer support. Excellent technical and interpersonal skills. Self-directed and organized with strong customer service background.
Skills Summary:
Adept at installing, configuring, and supporting Windows-based desktop and server operating systems. Proficient in Windows 2000 Professional and 2000 Server, Windows XP, Windows Vista, Windows 2003 Server and Windows 7.
Experienced working in Active Directory, creating user accounts, running audits, and managing policies.
Substantial experience installing and supporting applications such as current versions of MS Office, Adobe Creative Suites, AutoCAD, and other productivity applications.
Background in installing, configuring, and supporting network components and configurations, resolving data transmission issues, configuring network connections, and utilizing tools and monitoring systems to maintain network functionality.
Strong experience working with end-users to identify and resolve technical issues and maintaining records of communication and problems and remedial actions taken to resolve or track issues.
Experience developing system documentation and training end-users in the proper use of hardware/software.
Education and Certifications:
CompTIA Network+ Certification – (in progress)
Dell A-Plus certified Enterprise PC Support Technician
University of Arkansas 1996-1998 Major: Sociology, Computer Science (non-degree seeking)
Employment History:
May 2011 to Present, Redmond, WA.
Tier 1 Help Desk Support Technician – Providing telephone based technical support for a large medical services provider in the Pacific Northwest.
Duties and Responsibilities:
Documenting and resolving computer and network issues over the phone for Windows XP and Windows 7 based computers.
Resolving user account access issues through Active Directory.
Escalating unresolved issues to appropriate technical groups.
Desktop Support II – Installation and configuration of computer and network equipment in a brand new medical services facility under construction in Issaquah, Washington.
Duties and responsibilities:
Physically installed complex computer and network equipment. Mounted hardware in office and clinical environments. Assembled and deployed desktop workstations with mounted monitor arms and computer cages. Installed wall-mount and cart-mounted small form factor PC’s and thin clients.
Managed multiple network IDF’s and MDF’s. Performed network audits and maintained accurate records of all network connections. Installed and verified new patch requests, in addition to resolving network and WAP issues.
Provided end-user desk-side support for all computer and network related issues.
Data Center Technician – Delivering, Installing and cable-managing rack-mounted servers and storage systems in Microsoft data centers in Seattle, Bellevue, and Redmond, Washington.
Duties and responsibilities:
Dismantling and relocating servers and network equipment to various Microsoft data centers. Maintaining Microsoft’s specifications and requirements when reinstalling and re-cabling servers at new facilities.
Insuring that cable management meets strict accessibility, identification and ventilation requirements.
Mapping ports and server configurations. Providing troubleshooting for connectivity issues.
Documenting and updating records for project and data center management.
Utilizing company trucks to transport equipment to and from data centers.
July 2010 to March 2011, Bellevue, WA.
Computer Refresh Contractor – Eight month contract to prepare and deploy laptop and desktop computers to employees of a city municipal in Seattle, Washington.
Duties and responsibilities:
Prepared and deployed desktop and mobile computer systems at multiple locations in a city-wide computer refresh project.
Imaged and prepared various form-factor computers for targeted uses and departments, including installing Windows XP and Windows 7 operating systems and associated drivers.
Installed and configured Microsoft Office 2007 and 2010 Suites, Adobe CS4 and CS5, AutoCAD 2007 through 2010, and specialized proprietary applications.
Transported deployment teams and provided on-site support and equipment to various locations.
Worked directly with end-users to schedule and deploy their new computers. Backup and migrate their data and settings to their new computers, resolved any network or printer connectivity issues, and provide desk-side support.
December 2009 to May 2010 , Kent, WA.
Infrastructure Support contractor
Provided technical helpdesk and infrastructure support for 500+ employees in multiple locations for one of the largest beverage distributors in the Northwest.
Duties and responsibilities:
Prioritized and responded to Help Desk support requests and network administrative requests.
Provided equipment maintenance and management for seven locations in Washington and three locations in Oregon.
Administered Active Directory user groups and equipment management and policies, and user accounts in Microsoft Exchange.
Configured, distributed, and maintained Windows-based mobile devices, Cisco VoIP phones, and Blackberry phones.
Installed and configured network devices and maintained over 150 network printers.
Responsible for imaging new and reclaimed desktop and laptop computers and mobile devices.
Installed and supported Microsoft Office 2007 and 2010, and other mainstream applications.
November 2009 to February 2010, Redmond, WA.
Data Center Technician
Installed and cabled rack-mounted servers and storage systems in Microsoft data centers in Seattle, Bellevue, and Redmond, Washington.
Duties and responsibilities:
Dismantled and relocated servers and network equipment to various Microsoft data centers. Maintained Microsoft’s specifications and requirements when reinstalling and re-cabling servers at new facilities.
Insured that cable management meets strict accessibility, identification and ventilation requirements. Mapped and configured servers and other networked devices.
Mapped ports and server configurations. Provided troubleshooting for connectivity issues.
Documented and updated records for project and data center management.
Note: I moved to a part-time role in December 2009, so that I could pursue a contract opportunity.
October 2009 to November 2009, Seattle, WA.
IT Contractor for a major national financial institution
Installed and configured Multi-Function Printer/Fax/Copiers at locations throughout the Puget Sound area.
Duties and responsibilities:
Processing work orders to replace EOL printer and fax equipment with new MFP’s.
Contacting branch managers to confirm the date and time of the scheduled deployment.
Verifying that equipment and supplies lifted in the work orders had arrived to each location.
Inspecting and assembling the MFP devices.
Verifying the locations and network resources for each MFP deployment.
Deactivating and removing EOL equipment.
Installing and configuring MFP’s.
Confirming network connectivity and end-user accessibility.
Inventoried and palletized EOL equipment to prepare for shipping.
Prepared and transmitted all deployment related documentation to the project management team.
Provided end-user support in the use and service of new MFP devices.
February 2009 to June 2009, Bellevue, WA.
Infrastructure Support contractor
I was contracted to assist existing Help Desk team move and organize users and equipment into an additional new facility.
Duties and responsibilities:
Responded to help desk requests and provided troubleshooting for network and software issues on notebook and desktop computers running Windows XP Professional, Office 2003 and 2007, and a variety of mainstream applications.
Assisted in moving and installing end-user equipment in the new facility, and reconfigured network connectivity and access to network resources.
Reimaged new and recovered computer equipment and prepared them for re-issue or as loaners.
February 2009, Seattle, WA.
Lead IT Contractor
A short-term project for a major financial institution to upgrade existing printers and fax equipment at locations throughout the Puget Sound.
Duties and responsibilities:
Organized and prepared technical teams for scheduled deployments, insuring that each team member understood and carried out their duties in a professional and timely manner, that the work was performed and completed as specified by the project managers, and that all paperwork was completely processed and reported in a timely fashion.
Communicated with bank managers to verify date and time of deployments, explained the process and expectations of the deployments, and addressed questions and issues from bank employees.
Assisted technical teams in resolving unexpected issues.
August 2008 to October 2008, Bellevue, WA.
Computer Refresh Technician
Contracted to prepare and deploy desktop and laptop computers in a refresh project for a financial firm in Bellevue, Washington.
Duties and responsibilities:
Preparing and deploying 450+desktop and mobile computers.
Received and inventoried new desktop and laptop computer systems, assigning asset tags and preparing systems for images.
Assigned systems to selected end users and configured software for end users specific needs, migrating end-user data and settings to new computers.
Added the new systems to the appropriate groups in Active Directory, updating asset management database.
Responded to end-user questions or issues during the deployment and post-deployment processes.
January 2007 to July 2008, Auburn, WA.
Help Desk Customer Support Technician, Tier 1
Part of a small support team for a computer boutique specializing in high-end custom computers for developers and PC enthusiasts.
Duties and responsibilities:
Responsible for insuring that support requests were prioritized, assigned to an appropriate technician, and addressed in a timely manner.
Provided technical support for all products, including troubleshooting hardware and software issues, answering technical questions regarding system configurations, and making recommendations based on customer need or expectation.
Worked closely with the sales, production, and repair teams as part of our ongoing efforts to provide excellent products and customer service.
Wrote troubleshooting and how-to guides for the company’s customer support section of the website.
October 2006 to December 2006, Bellevue, WA.
IT Contractor
Assisted existing IT Support team with short-term network upgrade project manually reconfiguring 400+ workstations and notebooks with new network configurations to strengthen network security and improve support response and resolution and enhance support options.
January 2001 to May 2005, Greenville, TX.
Founder, Technical Consultant
Founded a small company providing onsite computer, network, and website services to businesses throughout Hunt county Texas.
Duties and responsibilities:
Led a team of five employees that provided customized IT support services for small and medium-sized businesses in Hunt County, Texas.
Managed the day-to-day operations of the business, including consulting with prospective and current clients, and developing and implementing service plans.
Hired and managed technicians, scheduled routine onsite services and dispatched technicians to respond to emergency issues.
Worked closely with the Greenville Chamber of Commerce and its members to establish a reliable and professional presence. Provided my skills and abilities as a chaired member of committees to organize two of the county’s largest and most important annual events.
September 1999 to February 2001, Carrollton, TX.
ISP Call Center Support Representative, Tier I and II
Duties and responsibilities:
Tier I customer support representative for three major ISP’s.
Provided troubleshooting and resolved connectivity issues over dial-up, DSL, and ISDN connections. Resolved software installation issues and assisted customers with account setup and management.
Advanced to Tier II support, providing support for TIER I technicians, handling customer escalations, and provided training for new employees and new technology rollouts.
Dell Enterprise Support Representative
Promoted to Dell’s Enterprise level support team, where I was trained and certified to provide full hardware, software, and operating system support for enterprise level customers.
Please use this form to contact me if you would like to request a copy of my professional resume, or would like to schedule an interview with me.
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