Technical Support Project Management

Michael L. Clark **** Steven Drive De Forest, WI *3532

Note: in process of moving to Oconomowoc, WI

**** ********* ***, **** *

email *******@******.*** phone 608-***-****

Objectives: Working with details. Helping people learn at all levels.

Software support/testing, Network security, Project Management

Technical Support of PC's, networks, applications, systems, printers,

connected devices

Technical Writing, Systems Documentation / Editing or Document management.

Data analysis

Technical Training or Learning Center Management

Recent work experiences:

Systems Support / Analyst, analyzed, installed, documented PC's, printers,

applications, databases and networks and servers for hundreds of users at

multiple sites,

Technical writing, documentation, for systems, products, installs, using

htm/html editors, MS Word, FrontPage, PowerPoint, SnagIt screen capture,

Visio and other software tools.

Created user help desk documentation, manuals, class wares, testing,

systems documentation, and knowledge base

Learning Center Management / training, technical support/management

Network administration, setup and security, server access, printers,

backup/restore, disaster planning

Managed and Conducted Training, computer classes for hundreds, develop

course wares

Project Management, technical and research projects,

Installed, supported, managed and documented systems such as the following:

Novell LAN, DOS, Windows 3.1, OS/2 Win95, Win NT, Window 2000, XP, Windows

7, Vista, Internet Explorer, Netscape, MS Office Suites, Visio, Lotus

Suites, Lotus CCmail, Lotus Organizer, Lotus Notes, Calendar, Millennium,

WordPerfect, MS Project, FrontPage, Adobe Suites, Reflections, mainframe

emulation, Adobe Graphics Studio, Utilities such as SnagIt, ConfigSafe,

AntiVirus software, Symantec ghost, Mpscon and Telnet, Roxio, Human

Resources applications such as SAS, SAP, ADP, Abra, PowerBuilder apps, and

SQL, Palm Pilots, Intellisync, and more. Document imaging, storage /

retrieval, CD library, CD Servers,

Recent Work History:

Technical Support Specialist at Minitube of America, Verona, WI, Hardware

and software Support for applications and printers and other external

devices, customers world wide, all related to animal reproduction

management and analysis software, Software Testing, and Technical Writing

for installation procedures, application manuals, key documents, web site

documentation support, maintain knowledgebase, web page testing, user and

new employee Training, configure systems for delivery to customers,

directed installations on stand alone, peer to peer and LAN installs, May,

2007 to May 2009. Position eliminated due to economy.

Call Center Technical Support and technical writing, at Parts Now!,

Middleton, WI

Research, write, proof and send responses to technical inquiries via email,

detailed Tech Support to customers for laser printers and ink jet printers,

knowledge base development of laser printer solutions, HP, Lexmark,

Okidata, Dell laser and inkjet printers and plotters, detailed problem

solving all types of printer related issues including networking, parts

diagnostics, replacement, and installation, extensive involvement with

vendor and internal Technical Service Manuals and online documentation,

created and proofed articles for monthly newsletter, March 2005 to May

2007,

Also see http://www.partsnow.com/service_today/ST1005.pdf page 9and 10

Hardware sales and support, at Home Depot, Madison, WI. May, 2004- March

2005

Technical Writer, Knowledge Base Analyst, and Product Rollout at American

Family Insurance, Madison, WI. Develop knowledgebase documentation,

-Technical writing, plus systems/products/install documentation, using

htm/html, MS Word, FrontPage, PowerPoint, SnagIt, Visio and other software

tools. Created help desk documentation, manuals, and tested documentation,

created eGain knowledgebase, Coordinated technical documentation projects

for new product rollouts. March 2002 to Dec 2003

Computer Engineer, Site Administrator, Technical Support, Systems

Documentation, Database support and admin, at Dean Medical, Madison, WI

Project Management / coordination, -Analyzed, installed, documented

projects and applications and network servers for hundreds of users at

multiple sites, Technical support for systems and applications, User

training, Document systems and applications, 1998 through '2001

LAN Administrator, User Technical Support/documentation, PC Training at

Madison National Life, Madison, WI

Project Management / coordination, -Analyzed, installed, documented

projects for user PC's, apps & network servers, Managed network security,

server access, printers, backup/restore, Document systems and applications,

1997 to 1998

Information Center Specialist, LAN Administration, Systems

support/documentation, at Madison Gas & Electric Madison, WI. Started and

managed PC Learning Center, conducted computer training, start/coordinate

corporate PC User group, Project Management / coordination, -Analyzed,

installed, documented projects for user PC's, applications and network

servers for hundreds of users, network security, server access, printers,

backup/restore, Administered Novell network, Technical Writing for course

materials and system documentation, 1989-1996

Data Services Officer/ PC Systems Manager at Bankers' Bank of Wisconsin

Madison, WI

Installed and managed Novell network. Responsible for all PC and LAN

backups and disaster recovery plans. Coordinated PC based banking

applications on LAN, including connectivity to banks world -wide.

Marketed, supported, customized banking software. Provided systems analysis

and PC consulting for member banks. Established, coordinated and conducted

PC training in-house and for member banks. 1985 TO 1989

Education since college:

Laser printing and design jet training for HP and Lexmark and other

Windows NT and Windows 95 Admin, Win2000, XP, Vista, MS Office, FrontPage,

Web Design and Testing

Novell 4.__ CNE, CNA Classes-New Horizons, Madison, WI

Novell NetWare 1._, 2._, 3._, and Novell 4._

DOS all versions, Windows 3._, Windows 95, Windows 98, Window NT, Win2000

IBM OS/2 2._, 3._, Warp, WordPerfect, Access, Excel, Quattro, FoxPro

Minolta Document Imaging

Xerox Learning Systems Program (PSS III)

ValCom Learning Center Manger Program

IBM Personal Computers, classes in Boca Raton, FL.

College:

Iowa State University, Ames, IA. Bachelor of Science degree, for

Housing Industry and products, Computer Sciences, Industrial Eng.

Iowa State University, Ames, IA Graduate School, a few credits

short of completed Masters Degree

University of Wisconsin-Marshfield, WI. -Computer programming

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