ART EDWARDS

*** ******* **** **** **** A

Wake Forest, NC 27587 7617

h=919-***-**** (best)

c=919-***-****

ace3i7@r.postjobfree.com

OBJECTIVE: NOC Data Center Technician.

SUMMARY: Over seven years experience in tech support engineering, NOC data

center monitoring, desktop support, server builds (hardware and software), backups,

critical server software upgrades, and NT administration. Met or exceeded planned goals.

Excellent written and verbal communication skills. Experience in all versions of NT and

Windows products, TCP/IP, internet, monitoring tools, troubleshooting, Word, Excel,

PowerPoint, and many other applications. Practical problem solving experience.

ACCOMPLISHMENTS:

• Reduced unanswered trouble ticket volume by over 70% with quicker response time

using email or phone to improve customer satisfaction.

• Revised company procedural manuals on essential functions so that untrained

employees could perform the tasks, thereby eliminating the threat of downtime.

• Monitored network and server farm to insure 99.9% uptime, which increased customer

satisfaction.

• A quick learner. Trained as a new hire on Monday and two days later trained other

employees in the same company methodology which improved learning speed and team

building.

Non-IT related work 07/2006 to 08/2013

PROFESSIONAL IT EXPERIENCE:

Computer Consultant, Ellahie Law Firm, San Jose, CA 03/2002 to 06/2006

NT 4.0 Server, Windows XP Home and Pro, Windows 2000 Professional, Windows 98 version 2.

Microsoft Office Suite, NAV installation and administration. Desktop support and Network

support. Computer hardware and software builds of new computers. Troubleshoot and repair of

a wide variety of computer and network problems. White paper internet research to integrate

archaic law programs with new Operating System. Installing backup systems (tape and external

hard drive), Plusdeck2 tape drive, HP printers, hard drive upgrades, ram upgrades, and many

other issues.

NOC Technician, VeriSign Payment Services, Mt. View, CA 06/1999 to 10/2001

NT 4.0 Server, Windows 2000 Server, NT 4.0 Workstation. Mercury SiteScope, and

many proprietary monitoring tools. Outlook. Provided key troubleshooting analysis on numerous

connectivity and server issues including restoring the Registry on a critical server, isolating

“issues” blocking internet connectivity then repairing or escalating the problem. Also took

ownership of moving millions of dollars of money across the internet every day.

ART EDWARDS Page 2

919-***-****

TECHNICAL PROFESSIONAL CONTRACTOR 02/1997 to 06/1999

Provided technical services on contract to the following companies:

Tech Support Engineer, SonicWALL, Inc., Sunnyvale, CA

Windows 95 workstation. Outlook. Issues concerning the following: firewall

configuration, DNS, DHCP, and connectivity. Phone and email support for Sys Admin,

and average PC users. PCanywhere integration, chat integration, anti-virus integration

NAV and McAfee, analysis of almost any network problem. Coordinated with

programmer/developers. Dramatically increased sales.

NOC Technician, Exodus Communications, Inc, Santa Clara, CA

NT 4.0 Workstation. HP OpenView, BMC Patrol, and TNG monitoring and some

configuration. Issues concerning the following: BGP3, Nslookup, connectivity, hardware

and software issues on thousands of servers and other equipment. Communicating with

SysAdmin about problems on their servers and getting the problems resolved.

Network Systems Manager, Outreach and Escort, Inc. Charity, San Jose, CA

Novel 3.12, NT 4.0 Server, NT 3.11 Server, Windows 95, WfW. ccMail, Dr. Solomon.

Hardware, software, and network issues on an aging network. Integrating workstations

with server taxi fleet management software. Some AS400 data entry.

Tech Support Specialist, Philips Semiconductor, Sunnyvale, CA

WfW, Windows 95, NT 4.0 Workstation. Software installation and troubleshooting of

workstations and printers. Installing a variety of software programs such as NAV and

McAffee, Windows Office Suite. IP addressing issues.

Assistant System Admin, Alburger Basso De Grosz, Belmont, CA

Windows 95, WfW, NT 4.0 Server, Novell 3.12. Microsoft Office Suite, Ghost, and

specialized software for the insurance industry. Hardware and software troubleshooting.

Workstation upgrades. Laptops software upgrades. Docking Station integration with

laptops.

Tech Support Specialist, Stanford University, Palo Alto, CA

NT 4.0 Workstation, Windows 95. Over a thousand software installations. Upgrading

workstation hardware with new or second hard drives, CD-rom drives, and sound cards.

IP addressing. Troubleshooting of a wide variety of workstation problems.

System Support Specialist, RSA Data Security, Redwood City, CA

Windows 95, NT 4.0 Server, Unix Server. Wide variety of network and workstation

issues. Software installs of OS upgrades and new applications. Cabling. Workstation

hardware upgrades. Inventory software.

• Solved desktop support issues in minutes instead of an hour.

• Monitored thousands of servers and reduced response time to alarms.

• Completed one month of scheduled desktop support in ten days. Then located old,

uncompleted projects and solved them.

• Developed method of inventorying software while also completing desktop support

projects.

• Increased sales by providing excellent tech support.

EDUCATION and TRAINING:

• B.A., College of Wooster, Wooster, OH

• Lan Tech Specialist, Computer Training Academy, San Jose, CA

Contact this candidate