SUMMARY:

• 20 years of polished communication and support skills, working with all of levels of customers, users, and management, both internal and external. Installed, upgraded, maintained, and support new and existing computers, MACs, peripherals, printers, handheld devices, wireless devices, phone systems and application software. I have excellent organizational skills.
• I have trained end users on computer file management, MS OS, office tools, web products, mobility devices, and more.

TECHNICIAL EXPERTISE:

• VMware
• MS Windows XP, 7, and 8
• Remote Access
• Printers
• VPN
• Microsoft Outlook 2003 - 2013
• Remedy
• Plotters
• Active Directory
• Microsoft Office 2003 - 2013
• IOS
• IPads/IPhones
• TCP/IP Protocol
• MAC
• Antivirus Software
• Blackberry
• Wireless networking
• Authentication Software
• Application Software
• Backup/Recovery
• LAN
• Apple TV support
• Zero Clients
• VTC
• Encryption Software
• Desktop Hardware
• Laptop Hardware
• Lync

WORK EXPERIENCE:

Confidential, Louisville, CO

Computer System Analyst

Responsibilities:

• Additional responsibilities added to the ones below such as imaging and support of closed area systems and servers.
• Locking down systems to meet Confidential standards for closed areas
• I obtained my Security+ certification.

Confidential, Louisville, CO

Desktop Engineer

Responsibilities:

• Responsible for maintaining and leading successful tier 3 day-to-day support and maintenance to my customer base through individual desk side support or remote access.
• Third-level troubleshooting, problem identification, problem resolution and/or resolution recommendation activities in support of first- and second- level teams.
• Support desktops, laptops, zero clients, MACs, Printers, iPads, and iPhones.
• Troubleshoot supported computers, printers, operating systems, applications, hardware and networking.
• Understand the concepts of strong two-factor authentication, Confidential, access control and least privilege.
• Support and maintain printers, plotters, and fax machines.
• Experience with Remedy Service Management and Problem Management.
• Experience with active directory.
• Use of Confidential
• Work independently with a sense of urgency and exceptional customer service skills.
• Experienced setting up and supporting VTC equipment (including Tandberg devices, Apple TVs)
• Software migrations.
• Experienced with disk encryption software such as Symantec, Guardian Edge, and McAfee.
• I obtained a Confidential secret clearance for this position.

Confidential, Broomfield, CO

Service Desk Analyst

Responsibilities:

• Used Remedy ticketing system for support calls.
• Handled up to 50 calls per day supporting DHS users.
• Comprehensive knowledge in the use of personal computers.
• Supported MS Windows XP and 7, Office products, VPN/Remote access, and anti-virus software
• I obtained a DHS clearance for this position.

Confidential, Boulder, CO

Technical Support

Responsibilities:

• I use my expertise and experience to analyze and resolve the customer problem at first contact.
• Able to handle multi-vender environments, update records, and track incidents.
• Position involves support for Active Directory, AIX, VPN, Lotus Notes, MS Office, Blackberry, Windows OS XP, & 7, Application software, and Authentication software.
• Printer installation, desktop and laptop hardware support, and network support.
• Tivoli used for remote access.
• Right Now for ticketing, and Seratel phone system.
• Within the first 5 months of employment became the CHD Mentor, a back for IIA support, and on the CHD control desk.
• I have also had email sent to my manger and myself on the quality of my work.
• Public trust - background check and clearance obtained for this Federal Government position.

Confidential, Denver, CO

Truck-to-Truck Supervisor

Responsibilities:

• Coordinate loads between hubs, plants, and outbound destinations.
• Daily inspections of shipping trailer, forklift, safety/spill equipment, and work area.
• Enter manifest data into the system for proper tracking.
• Weight all waste received for billing and customers.
• Also have security clearance required for handling hazardous waste in the US.
• Responsible for the safe packing and relocation of chemicals, the removal and shipment to the proper recycle or Disposal Company.
• The removal and relocation of house hold hazardous waste for safe disposal.
• The offloading and labeling of waste materials received, entering manifest information to assist in the tracking manifest return timelines.

Confidential, Salt Lake City, UT

Computer/Software Technician

Responsibilities:

• Responsible for incoming calls regarding support of the leading Ad Management System software for advertisement agencies.
• Supported the maintenance, backup, new installation, updates, and daily usage of the product.

Confidential, Black Diamond, WA

Assistant Superintendent

Responsibilities:

• Responsible for scheduling contractors for the construction of new homes. Prep work between contractors, ordering materials, supplying additional materials when needed, inspection of contractor work on completions, calling and scheduling repairs.
• Responsible for final inspection of finished homes and any repairs or upgrades requested by the buyer.

Confidential, Kent, WA

Customer Service

Responsibilities:

• Responsible for incoming calls regarding delivery schedules, billing, appointments, quotes for deliveries, and freight location. Updating the computer system with freight information so our customers can track freight via the Internet. Also worked in the warehouse when needed, driving forklift.

Confidential, Denver, CO

Network Administrator

Responsibilities:

• End-user support and training for 100+ users. Operating systems used are MS Windows NT/2000.
• Installing and maintaining new and existing computers, peripherals, printers, handheld devices and software.
• Update and/or create documentation of existing and new procedures.
• Troubleshoot basic and complex hardware and software problems, resolve and document.
• Install and configure analog modems and communication software.
• Maintain users on phone system adding and moving. Setup and installed servers for virus protection, ghosting, exchange and storage.