GENERAL OBJECTIVE:

To manage and provide quality technical support with a high degree of customer satisfaction, technical expertise, and timeliness.

WORK EXPERIENCE:

Owner/OperatorTechnical Consultant
January 2002 - Present

Nature and scope of position:

• Providing professional hardware/software computer, technical and training support to individuals, small businesses and non-profit organizations.
• Established service level agreements involving remote tech support as well onsite.
• Research, customize & install hardware/ software platforms per client needs.
• Troubleshoot and train end-user community via remote control and video conferencing as well as updating client servers, desk/laptops with OEM service packs.

Senior Help Desk Analyst III/Supervisor/Technical Lead

Nature and scope of position:

• All responsibilities listed below as Helpdesk Analyst III
• Direct report to CIO of Technical Services
• Manage escalated issues
• Interview potential candidates for Helpdesk positions
• Coordinate efforts with outside vendors for end-user support
• Manage & direct overall operations of Helpdesk activities
• Coordinate office closures
• Providing technical assistance by supervising and or assisting in opening of collaborative ventures between headquarters and other non-profit agencies
• Managing print/hardcopy functionality for entire organization
• Direct support of Board of Trustees members technical needs
• Train and supervise junior members of Helpdesk
• Resolve escalated issues
• Interview potential candidates for Helpdesk positions
• Act as liaison between Helpdesk and Human Resources re: employee relations issues
• Assist in the coordinating efforts with outside vendors for end-user support
• Work in a team environment with other members of the Technical Support group to provide expert and creative solutions to user problems
• Ensure user satisfaction and productivity
• Coordinate user and support issues among Casey Family Programs sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
• Research, resolve, and respond to complex questions received via telephone calls, electronic mail, printed requests or escalations, and provide support on electronic services, in accordance with current standards
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
• Attend training sessions offered within the group and assist in training workshops
• Perform follow up on customer interactions to assure issues were resolved to the end users satisfaction
• Hands-on desktop support of end-user hardware/software. DELL/Compaq/Gateway/Hp laptops & desktops. MSOffice suites, MS OS platforms - Windows 95/98/2K/XP. Network configuration of DNS, DHCP to acquire LAN/WAN. Remote support using Timbuktu/Carbon Copy/VNC/PC Anywhere to configure/reconfigure & troubleshoot end-user specific profiles/OS/connectivity and printing functions.
• Use of SMS to update and configure existing desktop/server OS platforms to ensure MS compatibility & functionality.

Confidential
Technical Support Analyst/Lead
October 1996 - January 1999

Nature and scope of position:

• Provided technical support to Clients and Technical Support Analysts to ensure client satisfaction
• Provided direct resolution of issues that could not be resolved over the phone
• Engaged and maintained an open level of communication with management by providing feedback, recommendations, and innovations on improvement of client services
• Ensured proper escalation procedures were being adhered to within department
• Acted as primary interface to the end user for the resolution of problems and support requirements of a more detailed nature, which included providing "hands-on" assistance when necessary
• Attended formal training in systems software administration, hardware configuration, operating systems designs, software administration and programming languages
• Performed the installation and maintenance of system software packages
• Assisted clients in interfacing their applications systems with system software packages
• Tested, debugged and assisted in modifying new or existing in-house system software packages
• Assisted in the development, rollout, and maintenance of standardized Graphical User Interface and in the standardization of system software setup and installation
• Acted as liaison between client and network services assuring escalation to appropriate support department to ensure resolution of client needs
• Researched, tested, and documented LAN operating system and application software products and associated peripheral hardware
• Assisted in maintaining configuration data on network software and hardware
• Performed system installation, maintenance and configuration support in accessing and creation of databases
• Installed and tested operating system procedures to support database use and management
• Updated reference materials necessary to increase productivity of client base support
• Played active role in project implementation as directed by Technical Lead and Project Managers
• Supported the remote distribution and maintenance of the system and application software throughout the network (LAN, WAN, or enterprise)
• Assisted with backup/recovery and security functions in a complex network
• Supported the integration of workstation peripheral hardware (such as printer, modems, scanners, etc.) with vendor-supplied or custom-developed software
• Maintained configuration data on network software and hardware
• Direct/indirect support of 2500+ users nationally/internationally via hands on & remote support.

Confidential

Computer Superstore Technical Manager

Culver City, CA. July 1993 - August 1996

• Nature and scope of position:
• Managed overall operations of technical department
• Used troubleshooting skills and provided hardware and software assistance to corporate and retail customers
• Built and repaired IBM compatible computer systems
• Repaired and configured peripheral devices such as laser and dot matrix printers, desktop scanners and multimedia hardware
• Manipulated all MS DOS and Windows 3.1/95 software applications
• Supervised training of technical personnel
• Coordinated delivery of equipment, and setup

Confidential

Satellite/Telecommunications Specialist

July 1980 - July 1984

• Nature and scope of position:
• Transmitted and received highly classified and unclassified information via satellite and microwave communication links with use of encryption
• Maintained communications between European military bases and the U.S.
• Trained both military and civilian personnel on standard and new equipment
• Supported communications for airborne command flights during global exercises transmitters and receivers designed specifically for military encryption.
• Motorola microwave/infrared sub-stations land based transceivers
• Supported and assisted in RADCOM (radar communications) for European theater
• Assisted in gathering tactical data during REFORGER 1980 - 1983
• Provided technical assistance for base communications
• Operate and maintain General Dynamics, UNIX & SUN systems computer-based data processing systems for communications

• Compaq & DELL servers, Compaq/IBM/TOSHIBA/APPLE-MAC/DELL Pentium desktop and laptop computers
• Compaq EVO laptops and desktop series LAN based multi-drive application and printer servers
• DeskJet, LaserJet, Mopier, printers and plotters, printer/copiers with internal/external Jet Direct interfaces for LAN connections
• Backup devices such as Zip, Jazz, tape, DAT and CDROM/DVD Writers.
• Optical character recognition and graphic scanners
• DataTech computer graphic generators
• Sony ½ inch, ¾, and VHS videotape editors/players
• Sony studio /field cameras
• Multi-level audio mixer designed for television news broadcasts
• CISCO router and hubs

EDUCATION:

Computer Science

REFERENCES:
Available upon request