Project Technical Support

Dwight Sjoberg

***** **** ******, ******, ** **308 ( abhk8g@r.postjobfree.com ( Hm:

763-***-**** ( Cell: 320-***-****

Technical Support Analyst

Hardware ~ Software ~ Networks ~ Customer Support

Results-oriented Professional with progressive experience across diverse

industries. Excel in strategic planning, process improvement and project

management with proven ability to streamline operations, and slash

operating expenses. Skilled communicator, and leader, with a reputation for

forging strong client relationships and team dynamics to succeed in

achieving goals.

AREAS OF EXPERTISE

Technical Support Prioritization and Delivery ~ Hardware/Software Break Fix

~ IMAC ~ Total Site Support ~ Data Center Support ~ Help Desk and Remote

Support ~ Equipment Life Cycle Management ~ Analytical & Conceptual

Troubleshooting/Problem Solving ~ Project Planning and Leadership ~

Customer Satisfaction & Retention ~ Process Improvement

TECHNICAL COMPETENCIES

PCs & Laptops ~ Printers & Peripherals ~ Network Servers ~ Bridges, Hubs, &

Routers ~ LAN ~ WAN ~ VPN ~ Wi-Fi ~ POS ~ MS Office ~ MS Outlook ~ Lotus

Notes ~ Remedy ~ Symantec ~ Windows XP/2000

SELECTED CAREER HIGHLIGHTS

Coordinated move of entire Citrix Cloud, consisting of 186 servers, for

Wells Fargo. The move was necessitated by overcapacity in the Mpls Data

Center. Wells Fargo needed the servers moved to the new data center in

Shoreview within 2.5 days. In concert with the Client's consultant,

planned, selected a team of ten technicians, designed security,

preconfigured racking, and directed each stage of the move. The entire move

was accomplished in under 6 hours, saving the client 60% of the estimated

cost. This project was instrumental in CompuCom winning 7 more server move

projects for Wells Fargo.

Dramatically improved the efficiency of the Corporate Development Dept. at

General Mills, by analyzing their current IT capability, suggested upgrades

and enhancements, installed new systems and capabilities, instructed staff.

Remained as the Desktop Support Analyst for the Dept. This Dept. was

responsible for the acquisition of Pillsbury. Was the only Non

Employee/Contractor to ever receive the General Mills Eagle Award for

Excellence for my support during this period.

Designed, demonstrated to Executive Staff and implemented upgrade project

for Target Stores. The POS systems at most Target Stores nationally needed

upgraded motherboards. They had to be installed during business hours

without disrupting operations. Lead local teams for this region that

accomplished this within 4 hours per store. This project helped CompuCom to

win contracts with Walmart and Sam's Club for the same service. Also lead

the teams for these projects.

Dynamically supported seven facilities at HB Fuller, along with

coordinating and accomplishing rollout of 645 desktop systems, in under 8

weeks. Inventoried and arranged for the removal of the replaced systems.

Provided complete Deskside and Network Support for all facilities. Worked

as an extension of the internal IT Team, allowing them to better address

enterprise wide support.

Dwight Sjoberg

Page Two

Professional Experience

Contractor/Self Employed 2

years

CompuCom Systems, Inc. Dallas, TX (Home Office)

8 years

Technical Support Analyst

MicroAge Technical Services, Inc. Phoenix, AZ (Home Office)

5 years

Technical Support Analyst

CompuCom Systems purchased MicroAge Technical Services in 2001. CompuCom

retained the majority of MicroAge's clientele. Both companies delivered

support services to their clients in the same manner. Either by the

Dispatch Team, on a per incident basis, or by Dedicated On Site where the

technician was part of the client's IT Dept., either part or full time.

Technicians served on the Dispatch Team when not on Dedicated On Site

assignments. I provided support by both delivery methods. While on the

Dispatch Team usually served as Lead Technician on per incident and special

projects.

Dispatch Team

Typical Services provided: Installation of systems, system moves, system

additions and changes, Break/Fix, Network Support, Software Support and

Special Projects

Clientele serviced: Chubb Insurance (Lead Tech), Wells Fargo (Lead Data

Center Tech, Lead Tech for multiple server move projects and weekly Support

for Private Client Services), BOC Edwards, Zurich American Insurance,

Teradyne(Lead Tech),, Wal-Mart and Sam's Club (Lead wireless and Project

Tech), Target Stores (Lead Project Tech), Ameriprise Financial (remote

router installation project and support team), Northwest Airlines, Wachovia

Financial, Express Scripts(Lead Tech),, National Cinemedia, HP PhotoSmart,

among others.

Dedicated Full Time On Site Support Assignments

Services provided were similar to Dispatch but were provided full time as

either a member of the Client's IT Staff

Clientele serviced: HB Fuller (1 yrs) GMAC/RFC (6 mo.) Lead Hardware

Tech, Hartford Life (1 yrs.), Northwest Airlines (6 mo.), General Mills

(4 yrs.) Desk side Support Analyst of Corporate Development Dept. Express

Scripts (6 mo.) Brady Corporation (6+ yrs. Total consisted of two

assignments) Sole IT Support for a manufacturing site of 175+ seats, total

desktop, laptop, mobile, network and Telco support. I also supported their

off-site sales staff remotely.

Certifications

CompTia A+ Certified, OEM Certifications for all platforms and printers,

HP, Compaq, Dell, IBM, Lenovo, Toshiba

Education

High School Graduate - Wayzata Sr. High ~ Us Navy "C" Schools (Inertial

Navigation and Auto Pilot Computer Systems) Novell CNA Courses

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