Customer Service Technical Support
Resume:
John S. Mason
Phi Theta Kappa
A+ Certified
Technical Support Specialist
Timberlake, NC. 27583
Email:********@********.***
OBJECTIVE
To continue a career in the area of Information Technology that
will allow me to use my own personal experience and to expand upon
my professional knowledge and skill.
CAPABILITIES
Operating Systems: Mac OS 9 & 10, MS-Windows 7, MS-Windows Vista,
Windows XP, MS-Windows NT 4.0, MS-Windows 2000 Professional and
Server, MS-DOS 6.22, MS-Windows 3.x, MS-Windows for Workgroups,
MS-Windows95, MS- Windows 95 version B, MS-Windows 98, OS/2
Network Systems: MS-Windows NT 4.0 Server and Workstation,
MS-Windows 2000 Professional and Server, Apple OSX, Novell 4.1,
MS-Workgroup & Windows 95/98 Networking, IIS 4.0, NetBEUI, TCP/IP,
IPX/SPX, SNMP, Unix integration.
Hardware: Dell, Gateway, Apple, Packard Bell, Compaq, Acer, IBM.
Experienced and knowledgeable in all forms of hardware necessary
to build, service, maintain and operate these machines. Also
very experienced with major computer peripherals such as scanners,
fax/modems, network cards, printers, and media devices. Also Scsi,
Raid, Fibre Channel, Tape drives and libraries, Printers, CDRW,
PCI, ISA, Upgrades, Excellent, proven Trouble Shooting abilities
involving all aspects of PC desktops and servers including software
and hardware.
Software: Logic Audio, Pro Tools, Reason, Sound Forge, Acid Pro,
Vegas Video, Cool Edit/ Adobe Audition, Cubase VST and SX, Izotope
Ozone, Wavelab, Fruity Loops, Recycle, Cakewalk and Sonar, Real
Producer, MS-Office, MS-Works, MS-Internet Explorer, Netscape
Navigator, Norton Ghost, Norton Utilities, Norton Anti virus,
Mcafee
Anti virus. Flash 5, Adobe Photoshop and Illustrator, Microsoft
Office.
EXPERIENCE
Hollywood Loops Seattle, WA September 2011 - Present
Executive Assistant
I mixed and edited live musical performances, preparing them for
sale. I created customer documentation and instruction for use of
our products. I provided customer support and handled all customer
concerns. I created .dmg self-extracting archive files for
automated placement of graphic and text files necessary for the
aesthetic features of our products. I sought out and established
new market outlets for our products. I oversaw projects and took
care of all issues that arose during the project cycle. I prepared
promotional material. I contacted and recruited new talent for
product development. I created new product ideas and managed all
phases of product development.
DBAR Productions Seattle, WA May 2001- June 2011
Composer/Producer/ Audio Editor
I received digital recordings of solo performances of
various instruments via us mail. I also produced such performances
locally. I used Sound Forge to extract loop able regions of audio.
I composed and produced original music to use as examples of real
world use of our loops. I worked on national projects featuring
Scott Rockenfield of platinum selling Queensryche and Greg Adams of
Tower of Power. I edited the regions and assigned and modified
properties for optimal playback in Acid. I prepared loop packages
using winrar for distribution for distribution via the Internet. I
used Vegas Video 3.0 to produce MP3s and Real Audio files for
online streaming. I prepared custom templates to provide copyright
information and identification for the MP3 and Real material. I
created .m3u and .rm files for streaming audio previews. I uploaded
completed material to a Unix server via FTP. I assumed
administration duties of the online database. I entered relevant
descriptive information and formatted package descriptions using
HTML. I did quality control of 3rd party producers.
Vulcan Productions Seattle, WA January 2006-december 2009
Audio Editor
I converted thousands of drum loops in .WAV format into REX 2
format, helping to produce content for a virtual instrument known
as
Drum Core. The talent contributing to this project included Matt
Sorum, Alan White, Zoro and a host of internationally known
drummers.
WPTF/Curtis Media, Raleigh, NC January 2005- January 2006
Imaging Director/ Producer/Composer/Master Control Board
Operator/Desktop Support Technician
I composed and produced original music for station
imaging, promotion, and local programming, including composing the
theme for the Duke Blue Devils broadcasts on WDNC radio. I
coordinated various media sources to produce local and nationally
syndicated, AM-format talk shows, including Clark Howard
broadcasting live from Raleigh, NC. The sources of the media
included AP news, locally produced news, weather and traffic,
pre-recorded shows via mini-disc, satellite services such as
Premiere radio networks, and Live local hosts and guests and of
course, plain old telephone calls (which I also screened). I fined
tuned commercial traffic, bumper music, and PSAs via Media Touch. I
recorded/edited local talk shows for future presentation/archive
purposes using Cool Edit Pro. I provided support, installation, and
advanced configuration services on a wide variety of desktop
hardware and software including Windows 98/2000/XP and Office 2000.
I supported end users on a daily basis and escalated PC related
issues as needed. I controlled Starband Satellite systems and AM
radio transmission towers via remote control devices and the
telephone. I also kept strict logs of all tower parameters. I kept
tabs on what was being reported on the AP in search of big breaking
news stories when the full news department was not at the station.
I verified all commercial traffic for four other stations, owned by
Curtis Media, during automated periods. I troubleshot and escalated
any broadcast/transmission problems from 7 Curtis Media stations.
Worden Brothers, Durham, NC January 2001- February 2002
Technical Support Representative
I provided technical support to end users of a real-time stock data
service provider. This included installation, configuration, and
operation of proprietary software on Windows 95, 98, ME, NT 4.0,
2000, and XP platforms. I diagnosed and repaired software and
connectivity issues. I used TCP-IP utilities to trouble shoot
connectivity problems. I analyzed trends and reported to management
before they became issues. I confirmed and reported database
errors. I tested new versions and builds of proprietary software.
Provided superior customer service.
Computer Doctor, Melbourne, Fl July 2000- December2000
Technician
As senior technician for a customer oriented retail shop, my
duties included administration of Windows NT and Netware 4.11
networks, upgrading, troubleshooting and repair of consumer class
PCs. I integrated DSL into LANs using a proxy. I configured various
hardware and software solutions in house and in the field. I
provided training for interns, focusing on Windows 9.x and consumer
grade hardware. I applied disk management skills with Partition
Magic and Ghost on a regular basis. I rescued virus infected hard
drives and data with Norton and McAffee anti-virus products. I
applied diagnostic routines with Norton Utilities, Microscope, and
The Troubleshooter. I also designed and implemented networking
solutions for home and small business use.
RHI Consulting/ Millennium Group June 2000-July2000
Technician
My duties included hardware and software inventory of Rosen
hotels business systems. Hardware included Micron, Hewlett Packard,
Compaq, Cannon, Epson, 3com, and Intel. Software included Windows
9.x, Novell client 2.1 and up, Netware 4.11, Word 97, Outlook 98,
Excel 97, Delphi and Inn Time. I trouble shot and repaired
aforementioned systems. I used Norton Ghost to create and restore
disk images. I provided help desk support to end-users. I installed
and configured Novell clients. I performed administrative functions
on Word, Excel, and Outlook. I also performed hardware and software
testing and made configuration recommendations.
CDI/ IBM, RTP, NC Apr 99 -Dec 99
Technical Support Representative
As a technical support representative on the Netfinity server team,
I received Information and problem determination calls from various
IBM clients. These clients included Texas Utilities, The State of
North
Carolina, and Novell, among many others. In response to
customer service calls, I provided needs analysis, pre-sales and
upgrade information, and solution determination. I applied strong
trouble shooting skills and provided technical information
involving IBM hardware including power, memory, storage, processor,
and network subsystems. I resolved issues regarding client/server
connectivity (LAN/wan). I applied advanced knowledge of Windows NT
4.0 Server performing installation, configuration, and
troubleshooting. Roles of the servers included RAS, WINS, DHCP,
DNS, file and print, Domain Controller, Terminal, and Information
servers, generally in heterogeneous environments. I demonstrated
various OS and NOS skills involving Win NT Workstation 4.0, Win
95/98, Dos (MS, PC, Dr.,
Caldera), OS/2, NetWare, Red Hat Linux, and SCO UNIX. I scheduled
and assisted on site support technicians in upgrades and repairs.
I recreated customer configurations in problem
determination procedures. I was responsible for parts requisition
and customer follow-up. I documented all aspects of calls and
action taken using proprietary IBM software. I provided superior
customer service and consistently achieved outstanding customer
satisfaction levels.
Various customer service/retail positions, Dec 84 - Dec 98
Provided SUPERIOR customer service in retail environments
EDUCATION
Piedmont Community College
1/2011-Present
Pursuing a double major of Computer Programming and University
Transfer
Earned a 4.0 for 4 semesters
Music for the Media
11/2007 - 11/2009
Earned a Certification in Media Composition
The School of Communication Arts Raleigh, NC
9/2004-6/2005
Pursued a Certificate in Digital Audio Engineering
Earned a 4.0 GPA
North Carolina Central U Durham, NC
1/2002-12/2003
Pursued Jazz Performance Degree
Studied Various Aspects of commercial music production.
Earned a 4.0 GPA spring 2002
Tek Systems Training Orlando, Fl
5/2000 Earned A+ Certification
IBM PC Institute RTP, NC
4/99-6/99
Earned IBM Certifications
Lanop Morrisville, NC
1/99-4/99
Earned Microsoft Certifications
North Carolina Central University Durham, NC
8/95-6/96
Pursued Jazz Performance Degree
Maintained a 3.5 GPA
Durham Tech CC Durham, NC
8/94-6/96
Earned college transfer credits in liberal arts
Maintained a 4.0 GPA
On Deans list 4 consecutive semesters
On Presidents list for 3 semesters
References available upon request.
Contact this candidate