TECHNICAL SKILLS:

Technology and Tools: Microsoft Windows XP Professional and Microsoft Windows Server 2003 installation and configuration, ISA Server 2004, Active Directory administration and design, DNS, DHCP, Routing, Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2003 Network Infrastructure, Windows 2003 Directory Services, Windows 2003 Network Environment, Windows 2003 Directory Services Infrastructure, Windows 2003 Network Security, LAN/WAN, routers, switches, hubs, firewalls, fault tolerance, RAM, hard drives, server administration, network protocols

WORK EXPERIENCE:

Confidential - Strongsville, OH

Field Servive Technician, TVM / MP Installer

Responsibilities:

• Performed out of box testing on Winstation lottery machines to ensure complete functionality.
• Ghost imaged PC's in Winstation lottery machines to maintain the correct software version.
• Drove company issued vehicle to retail sites to perform installations.
• Installed both Winstation and MP lottery machines.
• Verified connectivity between Coronis/Micro-lot/Hee machines and Winstation / MP lottery machines.
• Configured IP settings in lottery machines and tested lottery machines for placement in retail locations.
• Installed / repaired Cat 5 E cable to ensure online connectivity between lottery machines and the central system.
• Tested existing Cat 5 E cable with a cable toner to determine if a replacement was needed.
• Configured Pep Wave pole point and mesh connector modems for wireless connectivity in retail locations.
• Performed troubleshooting on both Winstation and MP lottery machines to determine if replacement parts were needed.
• Transferred sales history during the process of swapping lottery machines out.
• Performed service calls and replaced parts on Winstation and MP lottery machines.
• Received troubleshooting calls from both Trainers and Field Service Technicians to assist with online connectivity and to determine if parts needed to be replaced in both Winstation and MP lottery machines.
• Installed satellites and established connectivity to Spacenet to maintain network communications.
• Ran and prepared coaxial cable for connectivity.
• Used Bird Dog Satellite Tuning Device for both connectivity and troubleshooting.
• Worked with Network Operators to establish connectivity and troubleshoot.
• Installed flat screen televisions sizes 26 - 50" with both ceiling and wall mounts for KENO capability.
• Installed Amino video boxes to establish KENO connectivity.
• Frequently updated all terminals via USB thumb drives.

Technical Support Specialist

Confidential -Twinsburg, OH

Responsibilities:

• Actively supported all Customer Service Technicians in the field and all Broadband customers in a Help Desk environment both over the phone and through e - mail.
• Actively troubleshoot connectivity, e-mail, and operating system errors to complete new installations and trouble tickets.
• Display strong communication skills and the proven ability to effectively relay technical terminology to non-technical users through answering approximately 50 calls and 30 e-mails on a daily basis.
• Consistently worked both trouble tickets and customer escalations to resolve connectivity issues and maintain exemplary customer service.

Systems Support Analyst

Confidential -Brecksville, OH

Responsibilities:

• Actively support approximately 3,000 internal and 4,000 external users in a Help Desk environment both over the phone and through the e - mail.
• Assist with a number of issues such as troubleshooting, e-mail errors, password resets and networking connectivity.
• Display strong communication skills and the proven ability to effectively relay technical terminology to non-technical users through answering approximately 100 calls and 60 e-mails on a daily basis.
• Frequently update company's external website and fix issues that external users may encounter while navigating through it.

Triage Technician/Help Desk

Confidential -Cleveland, OH

Responsibilities:

• Diagnose and repair durable medical equipment including but not limited to power/manual wheelchairs, porch lifts/stairway lifts and electrical hospital beds.
• Interact with special needs clients, physical/occupational/respiratory therapists and doctors/nurses to assure timely and quality service both on the road and at the service shop.
• Provide Help Desk Support and troubleshoot technical problems to insure complete and proper repair of equipment.
• Process client's service requests from beginning to end, including insurance verification and invoicing.

Installation Technician

Confidential -Cleveland, OH

Responsibilities:

• Diagnose and repair durable medical equipment including but not limited to power/manual wheelchairs, porch lifts/stairway lifts and electrical hospital beds.
• Interact with special needs clients, physical/occupational/respiratory therapists and doctors/nurses to assure timely and quality service both on the road and at the service shop.
• Drove company issued van o perform service calls throughout the state of Ohio.
• Completed paperwork in a timely manner to ensure proper coverage from insurance companies.

Licensed tow motor operator

Confidential -Mogadore, OH

Responsibilities:

• Pulled orders from warehouse and prepared for shipping.
• Loaded and unloaded trucks with tow motor and by hand if needed.
• Performed inventory control on a monthly basis to ensure proper product replacement.

Install Technician

Confidential -Cleveland, OH

Responsibilities:

• Received and inventoried new and old servers, monitors, workstations, printers and modems.
• De - installed old POS equipment and installed new servers and remote client workstations.
• Verified connectivity to the corporate servers.
• Restored company database and installed the preset server security templates.
• Instructed store personnel on both software navigation and computer login both during and after installation.