Customer Service Technical Support
Resume:
Douglas A. Ward
*********@*****.***
OBJECTIVE: To obtain a position in a challenging
environment, in which to immediately contribute and grow
professionally.
EDUCATION: Northeastern University, B.S. Computer
Science
Roxbury Community College, Computer Language
Program
New Horizon's Computer Learning Ctr.,
Certificate, Supporting MS Windows XP, 2000
Alexander Hamilton Institute, Certificate,
Supporting NT Workstation 4.0
New Horizon's Computer Learning Center CISSP
Training Program
CREDENTIALS: Proven problem solving and trouble shooting
skills.
Track record in maintaining good customer
relations.
Confident, self-starter with excellent
organizational and communication skills.
Proven team player and team leader
SYSTEMS: Mainframes
LAN /WAN- Microsoft, Novell
Wireless - 802.11
Desktop Applications- Microsoft applications,
GroupWise, Symantec Norton, Citrix.
EXPERIENCE:
2009-Present Independent IT Consultant
(Juiceman Production Co.)
Supported laptops, desktops printers,
& faxes 24x7 in Microsoft Windows based environment.
Backed up and restored laptops &
desktops for use and deployment
Maintained user rights
and privileges on all equipment
Performed security
updates and encryption on all pc's and laptops
2006-2008 Perot Systems Government Service
(Center for Disease Control and Prevention)
User Support Emergency Preparedness and
Response Specialist 3
Supported users in Windows environment XP,
Vista,& Windows 7.
Built images for desktops and laptops
Supported users remotely as needed
Supported Citrix users with connectivity
issues.
Assisted in the support of AV conferences and
equipment
Backup and restoration of data to and from
servers and desktops.
Assisted in the build of Windows 2003
servers.
Deployment and imaging of pc hardware to
include HP & Dell desktops, laptops and
printers.
Maintained user accounts and rights utilizing
Active Directory
Created and maintained user accounts and
passwords on Windows 2003 Server.
Printer maintenance (HP & Dell Printer all
models)
Utilized Pointsec encryption software
Maintained security updates within Symantec
anti virus
Special projects team lead.
Scheduled customers for upgrades of software
and hardware.
Supported traveling and home users utilizing
secureid, VPN
Daily reports and schedules
Supported BES server within Exchange 2003
Wireless activation of Blackberry's and PDA's
for use and support.
2005- 2006 Comforce Information Technology
(Georgia Department of Revenue)
Desktop/Helpdesk
Support Specialist
Helpdesk Technician using remote access and
Perigrine ticketing systems
Intrusion Detection implementation &
Monitoring.
Risk Assessments of network.
Secured desktop's O/S NT4.01, Windows 2000,
XP, & Office 97 & 2000.
Telecommunications Engineer responsible for
maintaining and upkeep of ACD systems,
voicemail
and all data needs.
Active Directory installs and pushes of
software and other security patches to
network.
1996-2005 Comforce Information Technology
(Georgia Department of Revenue)
LAN Administrator
Provided security risk assessments of
Microsoft Windows desktops and servers through
Vulnerability assessments.
Responsible for
security hardening of desktops O/S NT4.01, Windows 2000, &
Office 97 & 2000.
Privided trouble shooting for network
problems, resolving and repairing them.
Change out hard drives, mice, keyboards, etc.
CAT 5 cabling, image installations, PC setup
and installations.
Provide technical support on all hardware for
1000 + users.
Provide technical support for software,
including WP 6.1, Symantec products
Lotus, Office 97, 2000, 2003, NT 4.0, OS/2,
Windows 95, 98, NT, 2000, Windows XP, 2003 Server
Assist in the coordination and configuration
of Cisco switches, hubs and routers.
Administer, manage and maintain all user LAN
ID's, Passwords, & Software installations to
ensure
security compliance.
Assisted in the Y2K compatibility of network.
Installation of secure remote access systems.
(RAS)
1994-1996 STAINROD & COMPANY
PC Technician
Provided Software, Hardware and Desk Top
technical support.
Supported all PC's for in-house users, which
included 95 NT 4.0, OS/2 warp, printers,
Group wise and Microsoft products.
Trouble shot problem situations and urgent
customer issues, providing resolution and
overall customer satisfaction.
1990-1993 BOSTON WATER AND SEWER COMMISSION
Office Coordinator
Supervised and trained seasonal staff.
Provided customer service, light typing and
filing.
Sorted and delivered mail throughout the
Commission.
Ordered and dispersed office supplies.
Worked closely with all levels of personnel,
in several organizations,
Increasing the productivity of all
departments.
References Available
Upon Request
Contact this candidate