Summary

• Over 20 years experience with the demonstrated ability to research/analyze situations to perform root cause analysis and propose sound solutions; identified a worldwide major software flaw with Windows 2000 Advanced Server.
• Provided data to Microsoft for patch creation and TechNet Knowledge Base for distribution world wide; As Supervisor I developed good rapport with customers, vendors, colleagues; bring projects to completion under budget, under deadlines in several support and manufacturing environments to both external/internal customers resulting in cost savings of over $200,000 annually .

Technical Skills

• Microsoft Certified Professional
• Windows XP/Vista/Windows 7
• Active Directory
• A+ Certified
• Desktop/Network Support
• System/Software QA
• Project Management/Coordination
• Inventory Control
• Telephone, Remote Diagnostics and On-Site experience

Professional History

Confidential,Rochester, NY
7/2012 – 8/2012 (Contract by Technisource)
Desktop Support

• Provide direct on-site customer support
• Troubleshoot software, hardware, network connectivity (wireless and hard wired),

local and network printing issues, root cause analysis with Dell systems, Windows 7 and XP.

• Provide resolutions for PC performance issues and optimization including

Virus removal and reimaging, Interact with vendor (Dell) for parts and on-site support.

• Active Directory

Confidential,Rochester, NY
4/2012 – 6/2012 (3 month contract by Technisource)
Desktop Support

• Provide direct on-site customer support
• Troubleshoot software, hardware, network connectivity (wireless and hard wired),

local and network printing issues, root cause analysis with Dell systems, Windows 7 and XP.

• Provide resolutions for PC performance issues and optimization including

Virus removal and reimaging, Interact with 3rd party vendor for parts and on-site support.

• Active Directory, SCCM, Citrix, Epic (Electronic Health Records) software

Confidential,Rochester, NY (Miami,Fla)
3/2012 – 4/2012
PC Field Technician
Provide On-site PC\\Server support for Rochester customers (commercial and residential);

• Troubleshoot software, hardware, network, TCP/IP issues, root cause analysis,

experienced with installation/configuration I386 Platforms.

• In depth knowledge of O/S, upgrades, virus/spyware removal, Peripheral and hardware

installation, system reloads.

• Provide resolutions for PC performance issues and optimization.

Confidential,Rochester, NY
8/2000 – Present

• Self employed PC/Network Engineer providing consulting and installation of wireless home networks.
• Provide resolutions for PC performance issues and optimization; O/S and software upgrades; Virus removal and prevention; Firewalls; Hardware upgrades, experienced with installation/configuration.
• System reloads; Peripheral installation and support.

Confidential,Rochester, NY
11/2009 – 5/2012
Group Leader Shipping/Receiving

• Responsible for meeting all deadlines for outgoing shipments.
• Verify goods receipts are completed in a timely manner and performed accurately.
• Schedule internal/external trucking pick-ups.
• Schedule overtime coverage as needed.

Operations Supervisor
3/2003 – 11/2009

• Oversee the manufacture of the Digimaster digital print press, finisher, paper supplies and Inserter product lines. In addition, I supervised NexPress color digital print press major and minor subassemblies.
• Responsible for all day-to-day activities including, meeting monthly delivery schedules, Spare part orders and assembly floor inventory.
• Re-enforcement of 5-S principals and Lean manufacturing concepts.
• Capacity and productivity planning.
• Process improvements.
• Writing performance appraisals; ISO 9001-2000 and ISO 14001 internal auditor.

Confidential,Rochester, NY
11/2001 – 3/2003
Software Engineer\\Current Product Engineering

• Provide 4th level Worldwide digital system support for the Digimaster 9110/9150 Network Imaging System front end Solaris based system architecture via telephone and remote diagnostics. Problem recreation and analysis with multiple file formats.
• Creating/verifying technical software documentation for fixes/workarounds and providing them to customers in a timely manner along with posting into a Lotus Notes database.
• Web site posting of solutions for both internal/external Sales Channels.
• Documenting resolutions.
• Company interface with 3rd party Digital Imaging Production vendor to script/story board and over see voice talent recordings.
• Creation of the Technical and Training Reference CD of newly released features that is distributed worldwide utilizing the creation of animations. Windows NT/Windows XP/Windows 2000 Scan Workstation support.

Confidential,Rochester, NY
9/2000 – 8/2001
Customer Support Engineer

• Provide 3rd level software support via telephone, remote diagnostics or on-site to the worldwide customer support centers for the DocuCentre models 265/460/470/480 network connected multi function printer/scanner/scan to email/fax devices.
• Investigate digital printer and scanning software interoperability with major industry products and operating systems.
• Customer problem recreation and the determination of their solutions or workarounds.
• Connectivity issues with multiple LAN configurations (NT 4.0, Windows 2000, NetWare, and TCP/IP).
• Documenting/validating technical fixes and workarounds and posting them in a Microsoft Access database.
• Creation and validation responsibilities of technical problem resolution documents that are used both internally and by the public.

Confidential,Rochester, NY
1977 - 1999
Software Engineer

• Provided worldwide software and service support responsibilities for multiple product platforms. Operating systems included Windows 95/98/NT (Network and desktop), IBM AIX (UNIX), MVS, and AS/400.
• Protocols included Ethernet, TCP/IP, Bus/Tag; Interface directly with customers, Eastman Kodak Systems Engineers, Channel Partners, third party software vendors, travel as needed.
• Provided pre and post-sale support.
• Utilized remote diagnostics to troubleshoot and perform root-cause analysis for software, hardware and network connectivity issues.
• Identify and pursue corrective action issues to drive customer satisfaction.
• Quality Assurance software testing.
• Developed, documented and presented training courses for multiple systems.
• Y2K product contact for cost estimates and program roll out.
• Other support roles included JES, CICS, and VSAM.

Education

A.A.S. Data Processing (computer science)