Technical Support Software

PAUL KELTON ********@*******.***

**** ********** ****** **. ********** MD 20744

240-***-****

Career Objective

To provide technical support in a team oriented environment with continued

technical training and relevance with opportunity for mobility and

stability.

Professional Profile

Energetic and enthusiastic Microsoft Certified Systems Professional with

ten years experience maintaining computers and software. Strong technical

trouble shooting and analysis skills balanced with strengths in teamwork

and leadership. Background in analysis, development and delivery of high

performance technology solutions. Easily adaptable to new technology and

training. Exceptional relationship and communication skills from clients,

technical staff to senior management.

Areas of Expertise

Local Area Networks (LAN)

Windows NT

Software Conversion

System Upgrades

Component Level Repair

Hardware Installation

Software Installation

System Integration

Computer Assembly

Technical Proficiency

Windows 95/98/ME/2000/XP/Vista DOS

MS Office 97 / 2000 / XP/ 2003/ 2007 Mac OS

9/10

Help Desk Support HTML

Network Support Printer Support

Windows 2000/2003 Server

Active Directory

Windows 2000 Pro

Phone Support

Blackberry Support

Professional Experience

Technical Support COMINT (DOD - BAFB)

2/2009- Current

. Provide Technical Support to on site and Remote Military Personnel to

effectuate a 97 percent or better customer satisfaction rate

. Administrate Outlook Web Access for Off - Site End users.

. Installed and configured VPN accounts for over 100 end users

. Provide introductory technical training for new hire employees

. Use Remedy 7.1 Ticketing software to create, monitor and resolve

Service Level Agreements.

PAUL KELTON

********@*******.***

7507 Bellefield Avenue FT. Washington MD 20744 (240)

602-8245

Technical Support HP (US Senate)

6/2007- 2/2009

. Created working image using Norton Ghost, including configuring Vista

Operating system and Microsoft Office Suite.

. Created user accounts in Active Directory and set Group Policies for

over 500 end users.

. Created and configured user accounts on Microsoft Exchange Server for

over 500 end users.

. Created user accounts for Blackberries on the 5.0 Blackberry

Enterprise Server as well as configure models 7250 through 8830

. Use Service Center 6.2 Ticketing software to create, monitor and

resolve Service Level Agreements.

Technical Support Groom Law Group Washington DC

2/2006-6/2007

. Created working image using Norton Ghost, including configuring

Windows XP Operating system and Microsoft Office Suite.

. Created user accounts in Active Directory and set Group Policies for

over 100 end users.

. Created and configured user accounts on Microsoft Exchange Server for

over 100 end users.

. Created user accounts for Blackberries on the 4.0 Blackberry

Enterprise Server as well as configure models 7250 7750 and 8703

. Created user accounts on the pbx phone system

. Used TrackIt Ticketing software to create, monitor and resolve at

least 10 client requests daily.

Technical Support Monarch Constituent Services (US Congress)

2/2000-10/2005

. Installed and configured Windows 98, Windows 2000 or Windows NT

Operating Systems according to client request.

. Built Local Area Networks according to client requests. Configured

Patch Panels, 10/100 Hubs and Category 5 cables

. Used Timbuktu Remote Control Software to access and support clients

over Wide Area Network

. Configured, installed and supported all hardware on Dell, Compaq,

Gateway, IBM and Acer computer systems

PAUL KELTON

********@*******.***

7507 Bellefield Avenue FT. Washington MD 20744 (240)

602-8245

Education and Training

Fayetteville State University Business Administration

6/1986-6/1990

Delta Microsystems MCSE 4

1/1998-1/1999

Certifications / Security Clearance

Secret Clearance

A+ Certified

Network +

Microsoft Certified Professional

Microsoft Certified Technology Specialist

ITILv3 Certified

[pic]

Contact this candidate