Customer Service Quality Assurance

**** ********** **. ****** *.

Arthur

Galloway, OH 43119 Phone (614) 354-

5422

E-mail ********@********.**.***

September 15, 2010

To Whom It May Concern:

With the management, leadership, and organizational skills, I would bring

a focus on quality, efficiency, and hard work with emphasis on learning new

technologies and new environment as they emerge. Furthermore, I strive on

being a team player and work well with others. I have twenty-two years

experience in customer service and three years in management and

supervision.

I have upgraded, installed, configured, analyzed, and repaired computer

systems. I've done computer builds and integrations and printer

integrations as well. I am very fluent with Windows 95/98 single-user and

network installation of (NT Workstation 4.0/2000/XP Professional and

NT/2000 Server administration). I have custom installed quite a few other

software packages (i.e. Office 97/2000/XP, Lotus Notes, File net, SAP R/3,

Database emulation, TNG RCO, and GroupWise for Novell Networks). I have

cleaned and fixed system files as well as adjusted the registry.

I would appreciate your keeping this inquiry confidential. Thank you for

your consideration.

Sincerely,

Steven E. Arthur

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Objectives

* I am an aggressive worker and a quick learner. I want to learn as much as

possible about the position that is needed; this includes the tasks,

software and network so it will help benefit me to become a more

effective and efficient coordinator. With the organizational skills I

posses I would bring an emphasis on quality, fast pace results. With the

sixteen years experience in customer service, dealing with problem

solving and working with the customer to troubleshoot the problem, this

includes all facets of management; I feel that I can fulfill the

coordinators position.

Work Experience

July 1999 to June 2001; October 2003 to Present Pomeroy

Hebron, KY

* Installation and configuration of an Ethernet network in a Windows 2000

environment. This includes Cisco router, 3Com hub, Paradyne DSU/CSU

(primary and secondary T1 inline connection), workstations (Windows

2000), Baystack switches (inside the firewall and outside the firewall),

HP LH3000 Server (Firewall server), HP LC2000 Server (LAN server), and HP

4550 and 4100 printers. Dealt with Configuration and troubleshooting the

Cisco 2611 router for T1 connectivity. Onsite desktop and network support

after installation was complete. Added end users to the network. Took

inventory and applied asset tags on the equipment in relation to their

serial numbers. Also, did installation, configuration, and

troubleshooting on Avaya partner phone systems. Installation of VOIP

Cisco phones.

* Network/Systems administrator on a Windows NT/98 environment.

Configuration of Exchange 5.5 and NT accounts for new and existing users.

Network and workstation solutions support for onsite and remote users.

Installation and configuration with RAS connections and VPN

accessibility. Installation and troubleshooting specialty software, as

well as, configuration for user specific access to software applications.

Reorganization of user directory objects and the addition of user

directories. Workstation reconfiguration for a more efficient operating

environment. Designed an archiving system for users Outlook and Exchange

5.5 accounts, along with, redirecting "My Documents" directory.

Installation of an HP tape backup with a SCSI controller and ArcservIT

(Computer Associates) enterprise backup software. Troubleshooting HP

LaserJet and Okidata printers.

* An active Team Lead/Project Leader overseeing eleven technicians. Had the

authority to grant end users of receiving NT or Open mail accounts. Dealt

with the issues about proper email account setup. Confirmation that the

user is associated to the right Exchange server. Added users to the

domain, as well as, creating computers to the domain. Also added the

users to their proper local and global groups and the implementation of

their password. Migrated users from Open mail to NT Exchange/Outlook.

Working extensively with Computer Associates; TNG Remote Control Option

(RCO). Troubleshooting network connectivity issues and correcting them by

using command line network tools. Installation and removal RCO Client and

Server.

* Team Lead for installation and deployment of Dell Systems in a Novell

4.11 environment. Setting up HP print drivers and AS400 connection

shortcuts onto the desktop. Kept inventory and coordination of new

systems and old ones. Also tested LAN and WAN connectivity.

* Changing from one network environment over to a new network scheme. IP

Configuration of a Cisco Airnet 1200 wireless router. Ghosting images

over the network onto the server and transferring the images over to the

new server. Installation of a Savvis router and a Cisco 3750 switch.

* PC Migrations and Deployment from Novell Netware to Windows NT 4.0.

Imaging and software installation (i.e. SAP R/3, WTS and Maximo). Setup

and configuration of MS-Exchange profiles and RAS for onsite end users.

Onsite bubble tech support. Systems Quality Assurance and testing.

Multicasting systems. Organizing documentation for software installation

procedures. HP 4500 Printers Network setup. H/W and S/W configuration and

troubleshooting. Acted as an assistant coordinator.

* Troubleshoot and repair on a Full line of HP and Lexmark printers and HP,

IBM, DELL desktops, laptops, and servers. Configuration of Windows OS and

various applications including upgrades.

June 2001 to October 2003 St. Andrews

Erlanger, KY

Radio Shack

* I have worked for past two years in logistics in repairs. I deliver

repaired electronic goods and pick up those items that needed repaired. I

work with store managers in making sure that the items that did get

repair were going to the proper location. This includes making sure that

the product being sent is to be going to the repair facility or the

manufacturer. I work vigorously to make sure that their customers were

receiving the service needed. I am responsible for twenty-eight stores in

the north-east-central Ohio.

May 2000 to June 2000 Tech Aid Corp.

Pittsburgh, Pennsylvania

* Deployment of Compaq PCs, HP, and Zebra Printers onto the network.

Imaged, configured, and added the PCs to the Windows NT Server Domain.

Setup and added the HP and Zebra printers to the file server, as well as,

putting together a naming convention for both of the printers.

Installation of IBM AS/400 Client Access. Administration and

troubleshooting of all PCs and printers problems in a Windows NT

environment. This also included doing a tape backup on the file server

once a week.

December 1999 to March 2000 SMA Microsystems

Norfolk, Virginia

* Network and Field Technician supporting and troubleshooting any software

and hardware issues (Break/Fix). Hardware and software installation,

configuration and re-imaging. Printer support, troubleshooting,

configuration, and installation. Novell Intranet ware support. Support

for Compaq, IBM ThinkPad and Dell systems. Also, HP and some Epson

Printers.

* Deployment and configuration of wireless LANs in an AS/400 environment.

Installing 4 to 7 Windows NT workstations with wireless NIC cards and

TWINAX cabling scheme for the AS/400. Installation of Cisco Router 1605

from the wireless hub and connecting it to the 64k Delmar DS0 jack for

WAN connectivity.

* Deployment of LANs in a Windows NT 4.0 environment. This includes

installation of preconfigured servers and an average of 7 to 10

workstations. Testing WAN connectivity on Cisco Routers and Hubs. Final

server/workstation configuration. Some troubleshooting on the IBM 8600

Servers as well as on LAN/WAN port connections. Quick logon fixes.

Installment of HP Jet Direct network printers and migration of existing

HP and Lexmark printers.

Certifications

Certified Netware Administrator

* NetWare 5 Administration

Microsoft Certified Professional

* Networking Essentials, Windows NT Workstation 4.0, Windows NT, Server

4.0, NT Server 4.0 in the Enterprise.

IBM

* Certification on all Desktops, Laptops, and IBM admin.

Comptia A+ Certification (working on Server+)

* Core Service Technician, DOS/Windows Service Technician

HP Certifications

* The HP models include: 4000, 4, 4M, 4Plus, 5, 5m, 5P, 6P, 8000, 8100,

5Si, 4600, 5500, 4200, 4300, 1500, 2500, 1150, 1300, 3500, 3700, 3800,

3600, 3000 all in one, and 2400. Certified on all HP Desktops,

Workstations, and Laptops.

Lexmark printer Certifications

* Models include 4019, 4024, 4025, 4026, 4069, 407, E330, E340, E350, C760

and C762.

Dell Certifications

* DCSE, DSOD. Models include all Dell PCs, Workstations, Server, Laptops,

and Printers.

Education

April 2000 to May 2000 Training Associates

Columbus, Ohio

* Preinstallation and Deployment Microsoft Windows 2000

* Installation and Configuration Microsoft Windows 2000 File, Print, and

Web Servers

1998 to June 1999 NRI A+ School

Columbus, Ohio

* My coarse of study contains how to repair computers and other

peripherals. Basic Electronics will also be taught including basic LAN

networking.

Contact this candidate