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||WORK EXPERIENCE 02/2008 - Present Desktop Support Blackstone Technologies Washington, D.C.
Currently working contracted as a Helpdesk Agent to Lockheed Martin to support Homeland Security, using Remedy Ticketing Software. Duties include evaluation of end-user requests via phone, voicemail and email and proper routing of trouble tickets to the correct departments. Requires secret clearance. 11/2005 - 2/2008 Apex Systems Chicago, IL
Tier II Helpdesk Analyst Apex Systems for IBM for Tier II support at National Starch and Chemical, providing PC troubleshooting, repair, reimaging, and configuration and installation of programs, including Lotus Notes, Aspen, Maintimizer, and others. Repairs were performed both deskside and via remote access, using Tivoli and NetMeeting. I was responsible for retrieval and restoration of users' data; virus and spyware removal; reimaging both laptop and desktop units; and troubleshooting hardware and software failure. I used LotusNotes and SameTime for email and instant messaging between my co-technicians in remote locations. I installed and configured local printers, and added network printers to users' profiles. I also worked part-time at Firestone for IBM, as a PC Technician responsible for system builds and deployments, including interfacing with end users to insure customer satisfaction. I was frequently sent on out-of-state deployments, due to my familiarity with the job duties and environment. Previously participated as an IMAC team member in a 2500-computer refresh rollout project at Rolls-Royce, backing up user data, removing old equipment, installing new equipment, and restoring user data. Downloaded user applications over an SMS client for installation, both unattended and attended (interface required). Packaged old equipment and labeled for return. Solved individual issues for end users. Backed up and restored data both over a network and by directly connecting old and new computers. Was also responsible for setting up new systems by re-imaging drives with Ghost client and downloading the base installation via SMS using a multi-cast utility.
11/2003 – 6/2004 Help Desk Analyst Bell Industries Indianapolis, IN
Field inbound calls, voicemails and emails from ISP end-users and provide troubleshooting and problem solutions via phone and email for internet connectivity, webpage browsing, and email applications. Support includes both PC and Mac platforms, hardware, software, and operation system issues in a time-sensitive environment. Processes require the utilization of Interactive Intelligence ® Customer Interaction Center, Remedy ® IT Service Management Suite, and Primus ® Solution Centered Support Suite, as well as internet research.
3/2003 - 9/2003 Technician - contracted ISSG & CC&T Burbank, CA and Fairfax, VA
Participated in Win2K upgrade on a 433 terminal system at a local Allstate office. Flashed BIOS, performed multicast, performed system adjustments, verified downloads. Participated in an equipment refresh project at Zurich Insurance, on a team replacing 400-500 computer workstations. Installed router, server, and T1 upgrades to Target stores, installed workstations at CitiFinancial offices, configured both for proper network communication. All contract positions.
1/1999 - 3/2000 Field Service Technician Imation Indianapolis, IN
Serviced and repaired microfilm reader, printer, and camera equipment. Interacted with dispatchers, call-takers, and customers to schedule service calls. Supplied sales leads and presented customers with contract proposals. Maintained inventory in company-supplied van, reported time and performed other administrative tasks via network connection to company servers. Used various software programs, including Windows 95,TecConnect, Lotus Notes, Microsoft Office 95 (Word 7, Excel, PowerPoint), Netscape, and Adobe Acrobat. Familiar with Windows 98 & 2000,and learning Office 2000. Received training of XIOTech RAID systems.
6/1986 - 10/1998 Electronics Technician United States Postal Service Indianapolis, IN
Maintained, diagnosed, and repaired mail-processing and related conveyor equipment. Diagnosed, repaired and replaced a variety of components in computers, and performed software upgrades. Diagnosed and repaired data transmission cabling, such as thinnet, thicknet, RJ45, and RJ11, and associated equipment. Familiar with DOS, VMS, Windows 3.1, 95, 98, 2000, and NT, and Unix-based languages. Familiar with communications systems used in data transmission. Trained other technicians.
ADDITIONAL WORK EXPERIENCE
Contractor October 2005 – Present As a contractor, I have completed work assignments for Apex Systems (Chicago and Phoenix offices) and Rollouts (Chaska, MN). The Apex assignments include POS equipment replacement, upgrades and/or IT equipment removal or relocation in Best Buy stores, Sears stores, Limited Too stores, Osco Drug stores, and an American Express office. Rollouts has contracted me to install GPS and Child Alert systems in school buses, during which I was called upon to help modify a circuit to include an additional control relay, and to also devise a switch mounting system for a door switch mechanism.
Consultant Self-Employed June 2004 – Present As a self-employed IT person, I have performed a range of tasks, including website design and repair; troubleshooting, upgrading, and repairing desktops and laptops with faulty hardware and software, and advising clients regarding new purchases. I do custom setup work for new and repaired equipment. I have performed complete reformat/reinstall procedures, restoring clients’ data and settings, and have transferred all data from old systems to new systems. I install, configure and run anti-spyware, antivirus, and firewall programs, and provide instructions for the client to do periodic maintenance. I research, locate, and install the correct drivers and BIOSes for systems. I have removed virii, spyware, and hijacking programs from systems. I have repaired and corrected bad installations of Symantec products. I provide on-site training. I do phone and remote support for long-distance clients, advising them how to repair or correct problems they are experiencing, as well as how to configure wireless networks in their homes. I am proficient with Windows operating systems from 3.1 through Vista, and have some experience with Macs and Linux-based OSes. For the website projects, I use Dreamweaver MX, Photoshop 7, Adobe Acrobat 5, Cute FTP Pro, and other programs.
Additionally, I have previously held office administrative jobs that included a variety of tasks, such as 10-line phone system answering, filing, typing (60 wpm), 10-key, payroll, bookkeeping, accounts receivable, data entry, etc. I have been tested by a placement agency to determine my skill levels in a variety of office-related computer programs and other skills, and have a 9,000 kph alphanumeric data entry rate, and scored in the 90th percentile range for Word, Excel, and Access. I scored 100% for knowledge of office procedures, spelling, math, and client interaction.
EDUCATION University of Indianapolis, Indianapolis, IN 1999 - May 2002 Received a Bachelor of Fine Arts Degree with a concentration in studio art.
RELEVANT TRAINING New Horizons Computer Learning Center, Carmel, IN Various courses in software for both Mac and PC, including: Foundations/I-Net+ Internet Business Fundamentals HTML Fundamentals Networking Fundamentals Design Methodology and Technology
Imation Training Center, Woodbury, MN Attended three system-specific courses between February and November, addressing the repair and maintenance of microfilm reader-printers, cameras, and microfilm duplicating machines. Received computer-based training in Windows 95, Word 97, and XIOTech RAID systems.
United States Postal Service Technical Training Center, Norman, OK Over 2000 hours of training for maintenance procedures on mail-processing and other related equipment, covering topics including theory of operation, power distribution, safety, troubleshooting and fault isolation, mechanical and electronic adjustment, hazardous material handling, software, PLCs, and data communication.
United States Postal Service Personnel Development Center, Detroit BMC, South Florida MPC, Indianapolis P&DC More than 200 hours of company training, including coursework covering electrical and electronic theory, digital logic circuits, oscilloscope use, forklift and manlift familiarization, safety awareness, and fire safety training.