Customer Service Technical Support

Core Competencies & Skills

Offering Advanced Skills and Record of Consistent, High-Quality Performance

in Systems, Configuration, Upgrade, and Problem Resolution Activities.

Customer Service

Testing & Troubleshooting

Application Administration

Systems & Network Upgrades

Windows Platforms

Problem Identification/Analysis

Asset Tracking

User Training & Support Tools

Documentation

Network Connectivity Issues

Client Needs Fulfillment

Professional Experience

SunnyBrook Home Care, Fairfield, IA

March 2010 ~ Present

IT Consultant

. Providing IT support

. Build and maintain computer systems.

Overland Sheepskin, Fairfield, IA

October 2008 ~ July 2010

Systems Administrator

. Perform hardware and software upgrades for corporate headquarters as

well as 12 remote stores.

. Providing IT support, to include planning, software and hardware

configuration.

. Build and maintain computer systems.

. Server support.

Books Are Fun, Fairfield, IA

August 2008 ~ October 2008

Systems Administrator

. Cash register and software support for independent reps

Primus Telecommunications, Inc, Fairfield, IA

October 1995 ~ December 2007

Technical Support Specialist

. Provided technical support to users remotely, by phone, remote desktop

and in person for problems relating to Operating System issues (Win

3.5.1, Win9x, NT, 2000, XP, Vista, Windows7), Network Connectivity,

TCP/IP configuration, upgrades, MS Office products and Internet

connectivity.

. Reduced technical resolution turnaround time from one week to same

day.

. Reduced help desk calls by customizing workstation images and

settings, training end users on applications used.

. Networked and stand-alone printer support and maintenance, including

print server; Dell, Apple, Lexmark, HP.

. Instruct staff in the utilization of desktop technologies.

. Hardware troubleshooting, installing, upgrading and replacement - 10+

Years; Dell, HP, Compaq.

. Maintaining Remedy inventory database and mapping buildings for

network purposes.

. Maintaining knowledge base and software documentation.

. Logging all issues into our Trouble Ticket call management system and

following detailed procedures for customer guidance with effective

call handling.

. Desktop Support team leader.

. Set-up a new office for a 30 person call center with workstations and

networking.

. Participated in two Data Center moves.

. Create SLAs with metrics

. Created a company SOP

Indian Hills Community College, Ottumwa, IA, 1994 -1995, Anatomy &

Physiology tutor.

Jefferson County Hospital, Fairfield, IA, 1993- 1994,

TranscriptionistMedical Transcription.

Ottumwa Regional Health Center, Ottumwa, IA, 1992- 1993,

TranscriptionistMedical Transcription.

EDUCATION

Presently enrolling with WGU for bachelor's in information

technology specializing in databases

1991-1992 Indian Hills Community College ~ Ottumwa, IA, Medical

Transcription, Diploma

Brainbench MS Windows 2000 Server Administration certificate

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