Customer Service Project Manager

KIRK A. MACDONALD

***** **** ****** **** ********, WA 98036 425-***-****/cell: 206-***-**** ********@*******.***

CAREER OBJECTIVE

Seeking a position in IT Desktop Support offering growth potential.

SKILLS AND ABILITIES

Exceptional verbal and written Adept at short time-frame

communication implementations

Top notch customer service Excellent team and meeting leader skills

Problem investigation and Scheduling, Project and Resource

documentation Management

High-level technical and troubleshooting Quick at learning new processes and

skills procedures

Able to multi-task and prioritize

responsibilities

HARDWARE, SOFTWARE AND SYSTEMS

Network Support and Troubleshooting Citrix Xen and Presentation Server 4.5

PC desktop and laptop support Microsoft Office Suite

Microsoft Windows 98/2000/XP/Vista/7 Microsoft Exchange Server 2003

Microsoft Windows 2000/2003 Server Print servers and support

Active Directory: accounts and Remote Desktop and Terminal Services

permissions PC Assembly and Troubleshooting

Veritas /Symantec Backup Exec 11D

Barracuda Spam Filter and Firewall

Symantec & Panda Antivirus; Corporate

BlackBerry and BES support

Editions

Avaya Manager Pro VOIP Phone system

TRAINING

Cisco Routing Linux

Information and Network Security

Computing Forensics

WORK EXPERIENCE

IT Technician Specialist

HUB International Northwest, Inc.; Bothell, WA –January 2011 to Present

Sole IT technician providing customer service to approximately 140 employees at two facilities. Research and resolve

issues with HUB corporate IT organizations around the US and Canada. Provide troubleshooting support through Shared

Customer Service online/phone ticket tracking system. Manage BlackBerry Enterprise Server entries.

Network/System Administrator

Hall-Conway-Jackson, Inc.; Bothell, WA –February 2006 to present

Computing system technician; provided customer service to approximately 50 employees with software and system issues.

Managed Active Directory and Exchange server accounts and permissions. Audited security systems, network antivirus and

malware logs. Maintained documentation of system configuration, inventory and troubleshooting resolutions. Configured

and installed new computers, thin-clients and other computing devices. Administered, managed and reviewed system

backups. Implemented OS and software updates and patches. Researched and recommended future computing system

purchases. Researched fax server system alternatives and installed Castelle FaxPress system for online fax operation.

Installed, configured and manage Barracuda Spam filter.

IT Tech Support

The City of Mountlake Terrace; Mountlake Terrace, WA –August 2005 to February 2006

Worked with Sr. System Admin to maintain and update the city computing systems. Supported employees with software

and system problems. Managed Active Directory and Exchange server. Managed and audited system backups. Audited

security systems and network AV updates and logs. Configured and installed new computers. Implemented OS and

software updates and patches.

Computer Lab Assistant

Edmonds Community College; Academic Computing Systems, Lynnwood, WA – December 2004 to February 2006

Assisted students of various levels of computer knowledge and faculty with system, network and software support. Teamed

with System Administrators in system and network troubleshooting.

Project Manager/ Systems Analyst

Boeing Commercial Airplane Group; Business Information Systems, Renton, WA – July 1992 to August 2003

Coordinated software change requirements and assigned programming resources. Worked with customers to refine and

prioritize requirements. Provided change management and documentation support. Coordinated with customers for system

and integration testing. Provided sustaining support and problem resolution.

EDUCATION

Associate of Technical Arts, Computer Information Systems - Network Technology

Edmonds Community College – 2005 – Specializing in Network and Information Security; Phi Theta Kappa

Associate of Applied Science Degree, Computer Information Systems

North Seattle Community College – 1990; Phi Theta Kappa

Certificates

Edmonds Community College – Network Technology – June 2005

Cyber Security Institute – Packet Analysis and Intrusion Detection – June 2005

Cyber Security Institute – Computer Forensics Core Competencies – December 2004

REFERENCES

Available upon request

Contact this candidate