Customer Service Technician

Howard Washington ********@*****.*** 267-***-**** P.O. Box 34248 Philadelphia,

PA 19101

* *********

Systems Administrator / Application Support / Help Desk Analyst II /

Desktop Technician (Network) position.

2 SKILLS

Senior with 15 years of Help Desk and Desktop experience. 2 years of dedicated

telephone Application Support. Receive, log, and resolve software, hardware,

and network issues via telephone, email, remote control, and workstation

visit.

Windows/ Novell environments. Windows XP/ 2003. Active Directory. Microsoft

Office. Lotus Notes. Exchange. Outlook. Internet Explorer. Maximo. SAP.

AS/400. Peregrine Service Center. Remedy.

3 EDUCATION

U. S. Armed Forces Air Intelligence Imagery and Target Intelligence

School

Denver, CO 1974

Princeton University Pre-Law Undergraduate

Princeton, NJ 1971 - 1973

4

5 SELF DEVELOPMENT PROJECTS

Virtual Home Lab May 2008 - Present

Philadelphia, PA

Windows Server 2008 DataCenter. Windows 7 Enterprise. Vista. SharePoint

Server. Internet Information Services 7, IBM Lotus Notes Server 8.5. Oracle VM

VirtualBox, MS Virtual PC/ VMWare.

6

7 EMPLOYMENT

Amtrak Engineering Help Desk Analyst I/II

Philadelphia, PA May 2006 - May 2008

Amtrak/ IBM Maximo Enterprise Asset Management Application Support Help Desk.

Telephone/ remote desktop training, script testing/ monitoring, reporting,

website. Windows 2003/2000. Office 2003 Access, Excel, Outlook, FrontPage,

SharePoint. Citrix. DameWare. SAP.

Towers Perrin/ EDS Help Desk Analyst

Philadelphia, PA Nov 2004 - Apr 2006

Systems Management account administration: Windows 2000 Active Directory.

Novell ConsoleOne. RSA ACE/ Server. Peregrine Service Center Queue Monitor.

iPassConnect. VPN. Office 2000. Lotus Notes 6.5.

U.S. Department of Agriculture Desktop Technician

Greensboro, NC Aug 2004 - Sep 2004

Windows XP/ Exchange rollout. VoIP/ network configuration.

Wachovia Securities Technical Analyst

Winston-Salem, NC Jul 2004 - Aug 2004

Windows 2000 Active Directory/ NT, Mainframe, and proprietary account

administration. Office 2000. Lotus Notes 6. Telnet. VPN. NetOp Remote Control.

University of Pennsylvania Desktop Technician

Philadelphia, PA Mar 2004 - Mar 2004

Ghosted Windows XP/ 2000 rollout.

Office of the Comptroller of the Customer Service Representative

Currency

Washington, DC Jan 2001 - Jan 2002

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows 2000. Office 2000. Word Perfect 9. Lotus Notes.

Outlook. McAfee Support Magic. Access database.

U.S. Department of Labor Information Analyst

Washington, DC Apr 1999 - Jun 1999

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows NT4.0. Lotus SmartSuite. Word Perfect. Systems

Management Server.

Black Entertainment Television Desktop Technician / AS400 Operator

Washington, DC Nov 1998 - Feb 1999

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows 95. Office 97. Lotus SmartSuite. Top of Mind.

Performed Nightly AS/400 JDS tape backups.

World Bank/ IFC Network Analyst

Washington, DC Jan 1998 - Nov 1998

Served as Rollout Team Leader. Installed and configured software and hardware

components, peripherals, and network connectivity. Windows NT4.0. Office 97.

Ghost. Exchange. Outlook. Lotus Notes. RAS. DUN. Systems Management Server.

National Institutes of Health Systems Expert Engineer

Bethesda, MD Dec 1996 - Oct 1997

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows NT 3.5 - 4.0. Windows 95. Office 97. Exchange.

Outlook. Remedy.

PC Help Services Desktop Technician

Various Locations Apr 1996 - Nov 1996

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows 95. Office 95. Exchange. VAX operator. MUMPS

administrator.

Mettler-Toledo Desktop Technician

Cranbury, NJ Oct 1995 - Apr 1996

Installed and configured software and hardware components, peripherals, and

network connectivity. Windows 95/ 3x. Office 95. MS-Mail Remote administrator.

United States Air Force Imagery Interpreter

Pacific and Strategic Air Commands Mar 1974 - Dec 1978

TOP SECRET - SCI intelligence operations.

Client Testimonials

University of Pennsylvania, Philadelphia, PA

"I would like to recommend Howard Washington to you as a reliable,

hardworking, dependable and responsible potential employee completed a

PC upgrade project for us on time (ahead of schedule, actually

International Finance Corporation/ World Bank Group, Washington, DC

Mr. Howard Washington assisting us with the implementation of

Windows NT, Lotus Notes and the conversion of our older desktop PC's to a

"home-use" configuration... has shown himself to be a worker of

unparalleled ethic and competence... has also been key in identifying

issues, be they problems or improvements, with our NT image

"I have been working with Howard Washington on a large-scale deployment of

Windows NT Workstation and Systems Management Server... a key member of the

installation team during the deployment... a model technician in many

respects. His work has always been of the highest quality, and his

interpersonal skills are solid as well... In every case where I needed to

assign work to Howard's group, Howard needed instruction only once... one

of the people I counted on to train and oversee the work of other members

of the installation team... has often shown initiative in his work...

several occasions where Howard identified a problem with our deployment

process and recommended an appropriate solution. Howard's technical skills

have been demonstrated to be quite sound... has worked with over a dozen

different desktop models and nearly as many notebook models. His

responsibilities included "burning" CD's to back up the users' data on each

machine; backing up data to the network where burning a CD was not

possible; upgrading memory; installing new disks, CD drives, sound cards

and other hardware to machines in preparation for upgrade; and loading and

troubleshooting an NT installation on to the new and existing machines.

Although not a direct area of responsibility, Howard also provided NT

administrative help to the internal Network team during the deployment. He

was one of the few personnel on the installation team to be entrusted with

a privileged account for administrative tasks... "

"I have worked very closely with Howard Washington... on a very large and

complex project encompassing the rollout of the Windows NT operating system

to over 1300 workstations... Howard proved himself to be one of the more

valuable and reliable participants... demonstrated the willingness and

ability to work long hours and showed great initiative, from the most

critical aspects of the rollout to the most minute. His technical

expertise is extremely high and his problem solving and analytical

abilities are extraordinary... a pleasure to work with, exhibiting an

excellent good-natured sense of humor under enormous pressure and tight

deadlines... very high level of performance and dedication

US Department of Health and Human Services/ National Institutes of Health,

Bethesda, MD

"Mr. Howard Washington performed configuration and troubleshooting on

Windows 95, Windows NT, and Windows 3.x computers... demonstrated exemplary

interpersonal skills, a conscientious customer support attitude, and solid

technical knowledge and ability handled customer problems quickly and

efficiently, with the comforting "bedside manner" that is so important when

working on a customer's ailing computer... very effective in handling user

problems in satellite locations in which managerial and technical oversight

have been minimal -- he self-manages his time well and serves as a one-man

technical team."

"Howard has been an integral part of our desktop support team and provided

a wide range of services to our division and other groups around the

campus developed an indispensable relationship with the customer that

will be sorely missed. His technical and interpersonal skills have allowed

him to adapt to the various requirements of our clientele. He has

developed good skills over the entire Microsoft product line and has a

strong work ethic... able to work independently and requires little

supervisory guidance in the management of his time and priorities He

would bring to any organization a conscientious, dedicated work ethic and

develop the personal relationships that make a team succeed."

Mettler-Toledo, Cranbury, NJ

Howard was responsible for all installation and maintenance work of our

corporate network for the help desk... emergency trouble shooting and

some basic user training fulfilled all his assignments very reliably...

always very cooperative and friendly, even in difficult situations."

Contact this candidate