OBJECTIVE:

• Seeking a position in a company that will benefit from my resourcefulness, experience, and knowledge of technology.
• I am especially interested in a position with the potential for advancement, as well as continued learning in the field of information technology.
• Excellent technical skills and knowledge.
• Detail - minded; perceptive; can identify and correct problems in creative and methodical ways.
• Background of twenty + years in the diverse field of Information Technology, from phone and desk-side support to sales and service.
• Skilled in problem solving, troubleshooting, and diagnosis.
• A high-energy, enthusiastic and dependable individual who excels in challenging and competitive environments.

TECHNICAL SKILLS:

Operating Systems: Skilled in the operation and installation of Windows XP Pro, Windows Vista, Windows 7 Professional, Windows 8.1, and Windows 10. Some experience with Mac Osx. 10.x

Software: Skilled in the use and installation of Microsoft Office, OpenOffice, Outlook, Exchange, Photoshop, Front Page, Internet Explorer, Netscape, as well as Internet filtering software and other various Internet and PC utilities.

Hardware: Android, iPad, iPhone, and other portable devices. Installation of motherboards, memory, wired and wireless network cards, printers, video cards and drivers, sound cards, hard drives and optical drives, SCSI devices, digital cameras, and scanners. Working knowledge of many various peripherals.

Local Area Networking: Design, implementation, and management of small to medium sized local area networks.

Internet: Previous experience in HTML scripting; web site design, implementation, and management.

PROFESSIONAL EXPERIENCE:

Confidential, Gainesville, VA

Video Repair Support Technician

• Primary job duties include repair and replacement of video DVR computer systems, parts shipment, tracking of defective and replacement units, as well as coordinating on-site repair technicians as needed.
• Secondary duties included maintaining inventory of units, repair of defective units, and testing via burn racks to ensure successful repairs.
• Maintained three different databases of parts, DVR units, and on-site inventory.

Confidential, Front Royal, VA

Wireless Support Technician

• Primary job duties include technical support of the Confidential wireless devices called Gateways.
• Support includes remote access to the devices, logging into a customers PC via remote connection for in depth troubleshooting or repair, replacement of hardware, scheduling trouble calls for technicians to help customers, and general troubleshooting of other wifi related issues.
• Job environment is team based with a large number of techs per team.

Field Service and Install Technician

• Primary job responsibilities include installation of new Confidential and Internet systems, diagnostic troubleshooting, repair, and system upgrades of existing customers.
• Other duties include a wide range of in-home services, including wall mounting TVs, in-wall cable management, wireless internet setup and troubleshooting, home stereo system installs, sales of home video accessories such as HDMI cables, wall mounts for TVs, surge protectors, and other various audio/video related tasks.

Software Customer Support

• Primary job responsibilities include answering customer e-mail and phone requests for assistance and then creating and assigning trouble tickets to the appropriate technician.
• Other duties include handling technical support requests for the Brainware software for intelligent data capture, processing orders for new customers, creating licenses for new and existing software installs, and shipping software CD's and security dongles to customers worldwide.

CASH Help Desk Specialist

• Primary job responsibilities include helping customers over the phone to solve technical and configuration issues while accessing the FINRA education website.
• This support includes web browser configuration of pop - up blockers and third party browser configurations to allow access to the on- line learning courses, general internet technical support as required n a need-be basis..
• Other duties include VPN account creation and maintenance for FINRA employees, PGP encryption account maintenance and support, daily server testing, and e-mail / remote access account creation and testing.
• Also responsible for onsite technical support for users FINRA network accounts, password resets, creating security access tokens, and general IT support.

Web IT Specialist, Technical Support, Computer Hardware / Software Support

• Primary job responsibilities include updating and maintaining the credit union's internet website, as well as providing in-house technical support for all the computer systems in all five branches. Duties include installing new computers, monitors, printers, installing or replacing UPS units in both desktop and server configurations, miscellaneous peripherals, networking cables, as well as upgrading existing systems.
• Other duties include creating and maintaining a intranet website for internal communication and sharing of important documents, creating a internal message board for employee to management communication, and posting of all forms, updated financial rates, and configuring the electronic rate boards in all branches to correctly reflect all current rates.
• Created many custom icons, graphics, and other multi-media for use on the internet and intranet websites using Adobe Photoshop, Acrobat, and Microsoft Frontpage. Responsible for generating custom reports for different areas of the credit union including the loan department, marketing, and management.

Business Services Sales Manager

• Primary job responsibilities include sales, service, quotes, and contracts for Government and Corporate sales.
• Method of sales based on telephone, in person sales, and web based ordering.
• Provided quotes of large orders of computers, software, and services to companies such as Lockheed, Agusta Westland Bell, Boeing, Local and Federal Government.
• Job functions included creating the initial quote for products desired, creating the order for products, order facilitation, technical support, and assisting with other needs and services desired. Manager for the Fairfax Virginia CompUSA business sales staff. Job duties include training new SMB (Small-Medium Business) reps for later growth to full Business Sales Reps.

Commissioned Sales Associate

• Primary job duties include selling computers and computer related peripherals to customers.
• Computer products and systems include PC compatible and Macintosh desktop, laptop, and other portable computing devices, as well as printers, scanners, networking products, and software. Secondary duties include maintaining working demo machines for customer use and stocking the sales floor with product.

Helpdesk Support

Responsibilities:

• Primary duties include level one telephone support for a 400+ WAN user environment, involving basic troubleshooting, diagnostic, and configuration/password issues. Secondary duties include setup and configuration of Dell, Gateway, and IBM laptop and desktop computer systems, connecting patch cables and network diagnostic support.
• Provided support for Cisco IP phones, including configuration, installation, and user support.
• Provided support for three hundred and fifty TSA/IFSR laptop computers located across the US.