PROFILE

I am passionate about customer service, and enjoy helping IT users trouble shoot their software and hardware needs. My end goal is solutions for the customers I serve. I am customer oriented and enjoy providing technical accuracy, courteous and professional responses in a timely manner, delivering quality service that enhances the efficiency of their organizations.

TECHNICAL

Result driven technician. Dedicated to customer service. Able to draw from a strong PC / software background. Strong knowledge base and vivid recall of the many technical issues I helped to resolve, in order to keep today's shareholders up and running in their day to day PC related work, as well as advise on system upgrades and maintenance. A passion for developing new PC skills and keeping up with technology.

Operating Systems: Win 95 - Win 8.1, iOS, Moderate Linux and Mobile O/S.

Networking: IP address conflicts, static and dynamic IP addressing, implementation of routers, switches, RJ45 & wireless NICs, wireless security, WPA2, 802.1x, VPN, SQL Server, including SQL queries and SSMS. Network printer configuration, domain accounts, permissions and group policies.

Applications: Remote desktop, screen sharing and desktop sharing software, configuring systems setting, email (Office 365), calendar. Microsoft Office Professional, Exchange, Open Office, Google Apps for Education (Destiny), Microsoft Office Suite, Adobe Application,WordPerfect Office, SafeBoot, True Crypt, various CAD programs, Acrobat. Particular concentration in GE organically developed Engineering applications; Antivirus incl. Norton, and Sophos, AVG.

Browsers: IE, Firefox, Chrome, Safari; Java configuration.

Hardware: All makes/models of PC and Laptop hardware and peripherals; Dell, HP/Compaq, Acer, Sony, etc. LAN cards (wired and wireless), video cards, sound cards, Blackberry, Palm, Casio and Dell PDA’s.

PROFESSIONAL EXPERIENCE

2014 – 2015 Chimacum School District, Chimacum, WA

Interim IT Manager, IT Technician

As a member of the Chimacum IT staff my responsibilities have included installation and maintenance of software for a multi site wide area network, ensuring equipment and data integrity within a mixed platform environment. This included maintaining a smooth and efficient operation of the district technology and hardware systems; repairing, upgrading and maintaining Chimacum School District’s computer equipment under the guidance of the former IT Manager. Since the departure I have maintained the ongoing operations of the districts technology, and problem solved with district staff about ongoing technology issues.

Performed preventative maintenance on computer equipment

Served as an interim liaison between the technology department, maintenance/facilities, for current and ongoing issues with technology.

Resolved network problems, and offered technical assistance to users.

Provided technical assistance with planning and practical oversight for the implementation of the district computer labs, stationary and mobile, and their ongoing management needs.

2010 – 2014 Transfinder Incorporated, Schenectady, NY

Client Support and Analyst Specialist

As a member of Transfinder’s Client Services Department my responsibilities were to assist clients in the use and technical support of the Transfinder software. This included troubleshooting technical issues that result from the use, installation, implementation, and/or release of Transfinder software. Provide technical assistance to software users across the country. Coordinate, assist and advise IT technicians in a wide variety of computer, network and policy environments to get the users up and running. Solve technical problems and find methods to achieve end user goals. Set up and support automated data imports in local district, hosted (Amazon cloud) and Citrix environments. Client and Intranet application installation and configuration. SQL Server, including SQL queries and SSMS. Worked across all teams, and contributed to the growth and success of the company’s clients and company.

Assist clients with network configurations, pursue the root cause of technical issues, and design unique and custom solutions catered to clients’ specific needs using advanced troubleshooting techniques.

Assist internal clients by designing solutions to unique challenges, including scripts, .bat files, queries, and automated tasks.

Advance the effectiveness of hosted solutions by creating and implementing methods to improve design, performance, and security while focusing on cost efficiencies.

Monitor company-hosted test and client servers, assist in their purchase, deployment, monitoring and repair, and provide management with product dashboards.

Communicate with customers while tracking client issues toward resolution.

Serve as company technical advisor for all escalated internal, external product and service-related issues.

Test applications and technical solutions at the support level, including the replication, cataloguing, monitoring, and documentation of software and hardware bugs.

Interact with various departments to discuss unique technical problems and develop suggestions and solutions to adequately address them.

1996 – 2009 General Electric, Schenectady, NY

Desk Side Computer Support Technician (through GPTS, GE ITS, and Tailwind)

Installed and custom-configured computers for users (all versions of Windows) including network, email (MS Outlook) and other MS Office applications.

Configured and troubleshot desktop and laptop computers, both at desk side and via phone; setup and troubleshot LAN/connectivity issues related to networked scanners, printers, individual modems, RAM, hard drives, BIOS upgrades.

Supported network, applications and hardware needs for remote users at their residences and other remote work locations, including VPN, wired/wireless LANs. Go-to-person for instant problem resolution when Tier1/Tier2 SOP was insufficient to meet urgency level, as with mission critical applications.

Assist users with backup hardware and procedures including encryption.

First and second tier support for e-Business hardware and applications including SMART Board, Project Net, Lotus Sametime, Web-Ex and Adobe Acrobat (writer).

1995 1996 International Quality Coaching Inc., Delmar, NY

Production Director

Supervised hardware and software purchasing.

Implemented and supported all matters relevant to connectivity, setup, monitoring.

Creating, editing and formatting documents for newlyformed business, advising client companies registering for ISO 9000 and QS 9000.

Editing and producing documentation packages for clients.

Handling customer concerns and questions, as well as, coordinating and managing auxiliary staff.

EDUCATION – ADVANCED TRAINING

Routing Software Proficiency – Transfinder, 2014

CompUSA - Albany, NY. 1996

Coursework Including:

Understanding Network Fundamentals

System Administration for NetWare® 4.1

BA, Communication Studies - University of Vermont - Burlington, VT

Degree earned: BA in Communication Studies 1978

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