• Knowledgeable in installing, configuring, and supporting Windows-based desktop and server operating systems. I am especially proficient with Windows 2000 Professional and 2000 Server, Windows XP, Windows Vista, and Windows 2003 Server.
• Experienced with working in Active Directory, creating user accounts, running audits, managing policies.
• Knowledgeable in installing, configuring, and supporting most hardware components and configurations, including but not limited to all essential PC components such as motherboards, CPU’s, memory, video and sound, power supplies, RAID controllers hard drive and optical drives, and common peripheral devices such as printers and scanners.
• Knowledgeable in installing and configuring mainstream applications such as Microsoft Office 2000, 2003 and 2007, Adobe Creative Suites, antivirus and other security applications. I am also skilled at identifying and resolving application related issues. 
• Knowledgeable 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.
• Working with customers and end-users to identify and resolve technical issues, and maintaining records of communication and problems and remedial actions taken to resolve or track issues.
• Setting up testing environments to replicate or verify issues and establish solid resolution procedures, and to test new configurations and collect results for evaluation. 
• Developing training or procedural material, and training end-users in the proper use of hardware and software.
• Working with staff and management to evaluate new products and procedures to enhance system stability and performance and productivity and reduce time and cost.

Technical Contractor February 2009 - June 2009
Northwest Computer Support
Tukwila, Washington
www.nwcsupport.com

I have currently worked on two contracts with NWCS.

Seattle Genetics April 2009 to June 2009
Bothell, Washington

• My duties included assisting the IT department in transitioning employees and departments to new locations between two buildings. 
• Responded to helpdesk requests, troubleshooting network and software issues on notebook and desktop computers running Windows XP Professional, Office 2003 and 2007, and a variety of mainstream applications. 
• Prepared notebook and desktop computers for new employees, training rooms, and conference rooms. I also helped the IT department research and resolve difficult problems with their antivirus software, and introduced low-cost security enhancements for employees that regularly take notebooks and data offsite. 
• Upgrade users from Office 2003 to Office 2007. I also resolved issues with outlook PST files, Add-on conflicts, and did some general post-upgrade configurations.

Columbia Distributers March 2009
Kent, Washington

• I was hired to assist the IT department with day-to-day helpdesk requests, and to assist connecting and troubleshooting network and workstation equipment while equipment and personnel were being relocated into a new building.

Technical Contractor February 2009
SmartSource
Chicago Illinois
www.smartsource-inc.com

• I was in charge of three technical teams on a project for JP Morgan to install MFP devices at multiple Washington Mutual bank locations in Northwest Washington, and to verify or provide network data/voice connectivity to each MFP. 
• I was responsible for insuring that each team arrived at their assigned locations and carried out their duties as documented on the work orders for each location, and that their progress was promptly and accurately documented, and that each location had been completed and tested successfully.
• I was responsible for transmitting all documentation back to the headquarters in Chicago.
• I assisted teams in troubleshooting and resolving issues or conflicts during the course of the project.

Technical Contractor Various Engagements from October 2006 to December 2008
TekSystem
Bellevue, Washington
www.teksystems.com

I worked on three projects for two clients in the Puget Sound Area. These projects were onsite at the client locations, and varied from 30 to 90 days in duration. 

Callison Architecture October 2006 to December 2006

• Manually reconfigured 400 plus workstations and notebooks new a new network configuration that provided stronger network security while making it possible to control and push software and security updates and provide remote support services.

Callison Architecture August 2008 to October 2008

• Returned to Callison with TEKsystems to build and deploy workstations and notebooks with new more complex hardware and software configuration. We spent a great deal of time providing desk-side support with the end-users. We also made complete backups of the EOL systems and either imaged them for other uses or prepared them for donation.

Symetra August 2008 to October 2008

• Built and deployed workstations and notebooks for a company-wide upgrade for the financial company’s headquarters in Bellevue. Systems were inventoried upon receipt and assigned asset tags. Systems were imaged per end-user specification, and end-user’s data files were migrated. Systems were then deployed personally to end-users, and configured to the end-user’s preferences, including remapping printers and mapped drives and resources, screen position and resolution.

Support Representative January 2007 to July 2008
Puget Custom Computers
Auburn, Washington
www.pugetsystems.com

• I was one of three support representatives providing a variety of support services for customers in the United States. As the first technician to arrive in the morning, I addressed all requests for support that came in via e-mail or voicemail. I prioritized each request and created support tickets and assigned them to the technical staff as appropriate. I contacted customers by phone or e-mail to address their questions or troubleshoot and resolve technical issues. I often consulted with customers and/or prospective customers on system configurations and I would make recommendations that would meet or exceed the customer’s needs.
• I worked closely with the Repair department, assisting in researching and troubleshooting issues, acquiring replacement parts, consulting with customers on behalf of the Repair department in regards to options, solutions, and providing updates on systems in Repair. I also inspected systems as they came into the Repair department, and did QA before repaired systems were shipped back to the customer. 
• In the course of my employment, I made recommendations that improved the response time of the Support department, as well as the customer satisfaction ratings for the support department which were tracked in-house and through resellerratings.com. I also evaluated and recommended new support tools that ultimately increased our customer’s support options and greatly reduced the amount of time and money spent on support issues without sacrificing the high quality of customer support that Puget Systems is known for.
• I also wrote guides on troubleshooting hardware and installing and troubleshooting Windows Vista and Windows XP for the company website and for customers.

Manager/Technical Consultant December 2000 to February 2005
O’Brien PC 
Greenville, Texas

• OBrienPC was a business I created in Greenville Texas, providing onsite technical services to businesses throughout Hunt County. My primary duty was to manage the day-to-day operations of the company. I also consulted with new and existing clients of small and medium sized companies to assess their computer usage and requirements for technical support services. I also managed a team of five technicians and two web developers. 
• As a member of the Greenville Chamber of Commerce, I was active in Chamber functions and served two years as co-chair on committees for two of the most prominent annual events in Hunt County; the Independence Day celebration and the Cotton Jubilee events. 

Help Desk Technician / MIT September 1999 to November 2000
Stream International
Carrollton, Texas
www.stream.com

• I entered Stream as a Level I help desk technician providing phone-based technical support for three major ISP's. After four months, I was promoted to a Level II position providing support for Level I technicians and handling customer escalations. After nine months with Stream, I was promoted to the Dell Major Accounts group where I received extensive Dell certified training in full support of the Dell Dimension and Optiplex computers for Dell Business customers.

• CompTIA Network+ Certification September 2009 (In progress)
• VERIO - May 2000
  Completed course in business DSL and Cisco router support
• Dell PC Tech Certification (Stream International) July 2000
  Certified Dell Dimension and Optiplex support and support technician.
• University of Arkansas 1996-1998
  Major: Sociology, Computer Science (Non-degree seeking)
  I also served two terms in the Student Body Government