Customer Service Management

Information Technology Professional

Summary: Accomplished customer service oriented system administrator,

desktop support or lead roles for over ten years. A+ and Microsoft

Certified Professional. Proven track record to exceed objectives and goals

with strong results; committed to excellence, work ethic and

professionalism.

Core Skills Snapshot

Microsoft Certified Professional

A+ Certified

Customer Service Oriented

Technical Support in Non-Technical Manner

Supervision and Team Building

Asset Management/Cost Containment

Training and Instruction

Project Management including system-wide hardware refresh

Productivity/Efficiency Increase

Vendor and Contract management

Windows XP/Vista/Windows 7

Windows 2003/2008, Exchange 2003 Servers

Active Directory Administration

Group Policy Administration

Symantec Backup Exec, Acronis Backup and Recovery

Microsoft Office 2003, 2007, 2010

Symantec Ghost

Norton, McAfee and Trend Micro Anti-Virus

Experience

EVERYTHING COMPUTER, Denver, CO

Independent IT Professional, 4/2002 - Present

Provide customer-oriented technical support (server and desktop administration,

purchases, deployments, updates and troubleshooting) to a wide variety of small

businesses and homes.

Manage Windows 2003, 2008 and Exchange servers

Support Symantec Backup Exec and Acronis Backup and Recovery

Administer Norton, McAfee and Trend Micro Anti-Virus applications

Assist with purchases, installs, updates and troubleshooting of Windows XP,

Windows Vista and Window 7 desktops and laptops, wireless networks, printers and

Smart Phones

Troubleshoot and resolve speed or outage issues with ISPs

Support Microsoft Office 2003 to 2010

Provide onsite and remote support to clients for preventative maintenance, virus

eradication and "tune ups" to improve response time, software

updates/troubleshooting and resolution.

KNIGHT PIESOLD AND CO., Denver, CO

Systems Administrator III, 5/2007 - 12/2008

Managed all IT needs for 75 civil and environmental engineers in four locations

who travel internationally.

Installed, updated and maintained 13 Windows 2003, Microsoft Exchange and SQL 2005

servers

Configured and installed network for new Tucson office

Moved all network-related hardware from one Denver office to another

Worked with ISP's in four locations to update service and resolve outages

Replaced older desktops with 40 laptops for traveling engineers

Implemented roaming profiles and home directories.

Redirected "my documents" with offline access through Group Policy

Updated Symantec Backup Exec. Added autoloader to improve backup process

Implemented WSUS to facilitate Microsoft updates

Cataloged several years' backup media and sent to offsite storage

Centralized all software media and licenses. Brought software licenses into

compliance

EXEMPLA HEALTH CARE, Wheat Ridge, CO

Desktop Support Technician, 9/2004 - 2/2007

Contributed to new hospital opening by deploying over 500 desktops, laptops,

printers and VOIP phones. Served on team at established hospital

(deploying/replacing, updating and troubleshooting desktops, laptops, printers and

related business and internally-developed applications.)

Received greatest number of compliments on Desktop team

Completed HEAT tickets were among highest on the team

CIELO COMMUNICATIONS, Broomfield, CO

Desktop Systems Supervisor, 10/2000-4/2002

Implemented centralized help desk as central point of contact for all IT-related

issues

Evaluated, designed and implemented call tracking system

Implemented desktop standards, performed inventories, made purchases, performed

installs, configurations and troubleshooting

Implemented Service Level Agreement and performed quality surveys

Designed lab for PC and server configuration and troubleshooting

Installed image and software servers. Created images for standard installs

Saved Company $78K through software inventory/compliance project

OPPENHEIMER FUNDS, Denver, CO

Senior/Lead PC Support Specialist, 3/1995-6/2000

Lead a team of 12 IT professionals to meet the IT-related needs of 2,000 end users

Developed training and career enhancement program for technicians

Managed major projects

Owned and resolved system-wide issues

Served on team of developers, change management and network staff to implement

campus wide client/server applications

Directed conversion of 2,000 desktops

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