Customer Process Improvement

Paul B. Kulesa

Hamilton, VA *****

Phone: 703-***-****

Email: *******@*******.***

Career Objective

I am an experienced information technology professional who is seeking to apply

my training and skills in a support service/helpdesk role. I possess superior

customer and end-user support skills, am team oriented, motivated, and also

works well independently, self-prioritizing my time to meet strict deadlines.

Technical Expertise

•CompTia A+ Certified (May 2001); MCP (May 2010); MCDST (June 2010)

•MCSA Certification with expected completion date of December 2010

Training: Lucent Fiber Optics (1996); Superior Cat-5 (1997); 3M Fiber (1997)

•Operating Systems: DOS, Windows (3x, 9x, 2000, XP, Vista, 7, Server 2003 and 2008)

•Software/Tools: C++, Ghost, Virtual PC 2007, Hyper-V

Professional Experience

Frame Attendant May 2006-October 2009

Verizon Network Communication

•Managed workload for 5 central offices with a 1,000,000 customers that had hundreds of

monthly trouble tickets. Developed a workaround for continuous process improvement

for a project which allowed me to finish all the work assigned to me daily.

Maintained accurate circuit records for hundreds of daily orders at 5 central offices

•Responsible for logistics at 5 central offices

•Managed installation of over a 1000 of communication circuits monthly for outstanding customer

satisfaction

•Analyzed trouble reports and used test equipment to isolate and fix trouble in a fast paced

central office environment

•Worked with testers in technical support to resolve trouble on a daily basis

Founder and Owner June 1999-May 2006

Paul Kulesa Inc.

• Proven track record designing, building, and troubleshooting desktops, laptops, servers

• Demonstrated ability to manage a database for maintenance orders and maintained

monthly logs of inventory, installations, and repair

• Proficient in using TCP/IP troubleshooting/configuration tools, Ping, IPConfig, netsh,

nslookup

• Experienced with installing, configuring, and troubleshooting applications including:

antivirus, firewalls, email, MS Office 2003 Suites

• Managed personal computer security software and performed virus and spyware

removals

• Provided personal computer training for windows clients

• Experienced with configuration and administration of Active Directory, DHCP, WINS,

DNS

Paul Kulesa Page 2

Network Technician June 1994-December 2000

Quality Communications

• Supervised crew of up to twenty technicians providing network wiring for customers using

Lucent and Siemens equipment

• Followed and completed detailed work orders for outstanding customer satisfaction with

written customer recommendations

• Identified work to be completed from blueprints

• Experienced with thousands of installations of fiber optic cable and terminations

• Troubleshoot voice, data, fiber optics, radio circuits, and outside cable plant on daily

basis

• Expertise with various test equipment: Wave-Tech, OTDR, and light meter

• Replacement or installation of new phone systems for large facilities of up to 40,000

users

• Installation of network cables and equipment for thousands of locations

Security Clearances

•Dulles Airport

•Pentagon

•CIA

•NIST

•FBI

•NIH

Contact this candidate