Charles Stephens

*** ***** ****** ***.

Trafford, PA. 15085

***-***-

**** ****

ab3pk5@r.postjobfree.com

Network and PC Support Help Desk ...Desktop Support

A+ and Technical Instructor/Software Trainer

A career that has always maintained the highest level of

professionalism with a high regard for the customer's satisfaction.

SOFTWARE SKILLS:

. MS Office 95, 97, 2000, XP, 2003,2007

. MS Windows 95, 98, NT, 2000, XP, Vista, 7

. Microsoft Server 2003 and Small Business Edition

. Linux/Unix (Solaris) Operating Systems

. Remote Control and Remote Access Software

. Several Point of Sale Software packages

. Several Anti virus anti spam, spyware and malware software

packages - Norton, McAfee, AVG

. Several Backup Software Applications

. Several Anti Spam, Spyware and Malware Packages

. Helix - A Forensic software Suite

. Several Help Desk Ticketing Software Packages

. Network Security, Network Penetration and Vulnerability Software

Packages

. Many Open Source Software Packages used in Computer and Network

Management, safety and security

CERTIFICATIONS/EDUCATION:

. A+ (Comptia A96DTT1809)

. Toshiba Accredited Technician (903483)

. Novell CNA 4.11 (9622353)

. Compaq Accredited Technician 000*******)

. Authorized HP Repair Technician (CZ-C3669)

. HP LaserJet Technology including several Printers and Computers

. 2 Point of Sale software Publishers classroom instruction

courses

. 6 Month Technical School training in Robotics/Industrial

Automation/Machine Shop Procedures

. An avid reader in all things related to computer safety,

security, maintenance and computer forensics

WORK EXPERIENCE

Semi-Retired

10/05/10 - Present

My work experience extends beyond 25 years in computer service

and help desk

Accepting short and long term assignments

Recent short term contracts.

Laptop refresh project for American Cancer Society

Upgrading bank computers for several PNC bank branches for

Compucom.

Upgrading company laptops for the Bayer Corp.

Performing as needed computer services for TBM Computers

Onsite user support for an Insurance company

Supporting a small Law Firm with their computer network

Petrosoft Inc. 06/10/08 -

10/05/10 (Retired)

Primary duty was the primary point of contact for customers for

technical support- Help Desk

Other duties included technical trainer on the use of the company's

software

Creating and rewriting existing company training manuals

Remote configuration troubleshooting and installation of company

software

CCAC - Community College of Alleghany County 2/01 - 12/06

Adjunct Instructor

. Using the customer's guidelines a course curriculum for an A+,

Net+, and a basic computer literacy course was developed and

presented using Power Point.

. Teaching evaluations have stated on many occasions my ability to

explain complex technical material so a non technical person was

able to understand.

. The students taught included young adults early in their career

to second level managers, along with having the opportunity to

teach several high school educators during their in-service days

- Microsoft Excel, Outlook and Basic Computer Usage.

. Setup two teaching Labs enabling students to assemble and

disassemble computers in a learning environment to include

networking in a Peer to Peer and Domain (Active Directory)

configuration.

. Wrote the curriculum and presented the material using Microsoft

Power Point for a CCAC night Class

. Designed an introductory computer forensics and introductory

Linux class for an Adult education class.

Employee 02/12/07 -

08/21/08

Computer Operator

Duquesne University

Computer Operator (Data Center Operator)

Contractor

Duquesne University 10/8/06 -

02/12/07

Computer Operator (Data Center Operator)

Starting as the weekend/part time computer operator worked it's

way into a full time 40 hour a week contract position. I worked

the weekend computer Operator position; a 40 hour a week on the

3 to 11 shift. Duties include the daily processing of AR and GL

using Datatel Accounting Procedures and other accounting

reports, monitoring the backup process, file transfers using a

secure FTP client, monitoring all servers in the data center for

problems and all other duties performed by a full time

operator.

WORK EXPERIENCE

Contractor

The Pittsburgh Cultural Trust

09/05/07 - 10/06/07

The Help Desk, operator performing user and desktop support,

using the Liberium Help Desk Software Package. Support to the

user included assisting users in the use and correcting of

problems encountered with Microsoft Office Suite (2000, XP, and

2003) and other software applications. Configured and deployed

new PCs for departmental use, replacing existing older PCs,

Printer problems on networked laser printers, determined the

cause of a malfunctioning WEB Cam. Had the Cam repaired and

reconfigured the CAM for use on the WEB site.

Contractor 06/01/07-09/05/07

Ericsson

As a member of a team that was tasked to reconfigure the PC

user base to conform to Ericsson standards. Adding a drive

encryption program to all laptops... updating all windows XP PCs

to SP2 level... Reconfiguring the VPN... Adding and configuring

Office 2003 and Outlook 2003...solving any and all problems that

may be encountered during the installation process.

Self Employed 5/02 -

06/01/07

Contractor and Consultant

. The use of tools and electronic measurement devices used in

networking maintenance and installation of network hardware

. Installation and support of Point of Sale equipment and software

using Touch Screen Technology in stand alone and networked

configuration

. Installed and maintained all equipment and software in the Point

of Sale locations. To include:

Bar Code readers and printers, receipt printers and the

associated software

. Developed a procedure using remote diagnostic and remote control

software, implemented to better serve the customer. VNC -

PCAnywhere - Terminal Services - VPN

. Developed a 12 page article for the average computer user to

assist in the protection of their computer from spam, viruses,

popups and the use of firewalls

. Installed and Maintained VPN and Terminal Services Networks

. Consulted on Web sites - design and content both new and

existing

. Setup a Customer Computer Configuration data sheet

. Installation and support of Wireless networks

. Part of an equipment discovery team for a large energy Company -

duties were maintaining and recording discovered information

through phone contact with other team members

. A team member that prepared computer equipment for transport to

another location. Returning to put the equipment back on line.

. Found a major "Hack" into a business network environment.

Determined the path of the Hack and corrected the situation to

prevent further intrusions and remote control as a "Zombie" or

"Bot". After several hours research on the cause and effect of

the "Hack", worked with Local and Federal Law Enforcement

discussing my results and avenues to pursue.

. One day instruction class for home computer users on computer

spyware, spam, malware and other computer intrusive software

code. This included a description of the types of infection and

how a home user would be able to defend and repair their own

computer. The students were given a copy of a pamphlet that I

have written giving instructions on protecting ones computer.

. Continued research and self testing of Computer Hacks, PEN

testing and other Computer security issues.

WORK EXPERIENCE

Contractor 1/01 - 5/02

SONY

. While part of the help desk a problem - continued virus

infection - was found and corrected with the production line

computers.

. Designed a process, along with the engineering department, using

AutoCAD to track the location of over 1000 computers within the

facility by user and/or phone extension.

. During a major computer deployment for the first two weeks,

responsibility for all newly deployed computers to include

answering all users' questions, correcting any problems and

recording these events in an Access call log, along with

creating and presenting the reports to management.

. Use of a Crystal Reports based Help Desk software reporting

package

. The network speed was raised to 100 Mbs, a problem was found,

one office location was beyond the 100 meter cable

specification. A new Wiring closet needed to be constructed.

This was accomplished using a TDR - Time Domain Reflect meter.

. Setup the Bar Code reader process of tracking all newly

installed PC's and all replaced PC's in preparation for

shipment.

Several companies and contractor positions in the computer service,

field service and help desk for 15 plus years.

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