Resume

Customer Service Software

Location:

Riverton, IL, 62561

Posted:

October 01, 2010

Contact this candidate

Resume:

Steven Mueller

*** *. **** ** *********, IL *****

217-***-****

abkg6a@r.postjobfree.com

SKILLS/Experience

- Over 14 years of experience spanning systems implementation and issue

resolution, along with mainframe/operating systems security access, web

site design, hosting and administration as well as hardware and full system

installation setup and support and software configuring, monitoring, and

troubleshooting application software. Skilled in processing and

streamlining productivity in support of maximizing revenue potential. Adept

at efficiently identifying problems, providing effective troubleshooting

advice and technical solutions to facilitate top-notch operations and

achieve high customer satisfaction. A proven track record of successful

new computer system implementation. Additional core competencies include

user training, technical documentation, research, and customer relations.

EXPERIENCE HIGHLITES:

* Planed, implemented, and administered security access policies throughout

the organization domain controller and server's file and print services and

software databases.

* Implemented organization wide notification regarding outages via

internal/external notification systems minimizing the impact of

outages/downtime on client operations.

*Installed, setup, monitor the organization internal help desk, providing

an up-to-date and straightforward resource for network associates to better

serve our clients and users with their Information Technology support

needs, problems, and questions.

* Recognized and researched and met with several vendors and evaluated all

the different software choices and implemented, setup and networked, trial

runs and the full versions of FIREHOUSE Software, the best known solution

for a secure software application with multiple security levels of access

for Riverton Area Fire Protection District trustees, staff, and members; to

log all runs for service, and HIPAA sensitive information that reports,

organizes and sends all required mandatory reporting agency's information

over secure VPN to OSFM-IL and SAMIC EMS offices instead of hard copy paper

reports which took unneeded amounts taxpayers money for storage, postage,

and fuel and mileage ware and tare.

* Increased issue resolution time and ensured customer satisfaction by

recreating problems in the test stages and implementation of the new

FIREHOUSE Software application.

* Instructed and assisted all users to properly learn and use the new

software application and its different user security level's and options

for RAFPD, using different methods of visual information such as RDC,

remote monitoring, help desk monitoring, over the phone troubleshooting and

instruction, web site visual procedures and classroom environment learning

and experience, thus transitioning the software to a standard procedure in

a timely manner.

* Create monthly reports for RAFPD Board on the status, usage, budget, and

customer support and help desk issues and over the phone issues and future

of the Information Technology systems utilized by all users.

* Planed, researched, coordinated with Village and County and Township

officials, and implemented, and administrate an information alerting system

for Clearlake Township in Sangamon County for the Riverton, IL Area

residents. Known as eLert, The system currently has over 500 public users

signed up. Users receive emergency and non emergency and informational

notifications via cell phone text messaging, email, and desktop alerting

software for tornado watches, warning, road closers, boil orders, gas

leaks, etc for the Clearlake Township/ Village of Riverton Area

http://www.elert.rafpd.org All completed and operational, in a time frame

of 1 month and while in the beginning of deploying with the Illinois Army

National Guard in support of Operation Iraq Freedom.

* Planed, implemented, and designed a fire hydrant testing and maintenance

program for Riverton Area Fire Protection District. Designed and utilized

database and map plotting software for logging all related flows of water

and needed maintenance. All 1200+ hydrants were plotted using Global

Positioning Satellite (GPS) coordinates and recorded for ease of tracking

and locating. All GPS coordinates were coded for entry into current

databases. The data was formatted and coded for RAFPD's own internal

database and the Sangamon County GIS system overlays and turned over to

Clearlake Township to be entered into the County GIS system. The entire

program was designed and executed in a time frame of 2 weeks.

* Planed, and designed and installed an emergency station alerting system

for Riverton Area Fire Protection District. Using CAT 6 wire and various

electronic components, when Riverton Fire &EMS receives an emergency call

response from Sangamon County 911 Dispatch, the alerting system activates

all speakers in all rooms of the firehouse to notify members of an

emergency response. The system records the emergency dispatchers call audio

and sends it to a server and then emails it to all the 40+ members of the

fire department's email addresses and PDA's in less than 30 seconds.

* Implemented, and operate a maintenance program for all of Riverton Area

Fire protection District's fleet of emergency and non emergency vehicles

and emergency gas and pneudraulic and hydraulic equipment. All scheduled

and non scheduled maintenance completed in timely a manner and under

budget.

* Planed, and designed and installed a weather station for onsite

monitoring of weather conditions for RAFPD, Clearlake Township, and Village

of Riverton. The station is used every day for monitoring of current

weather conditions for emergency responses, severe weather monitoring, and

public notification and relay of current conditions to NOAA in Lincoln, IL

as needed. The system includes a tower cam available for public view via a

website. The system also monitors internal temperatures of the firehouse

and the server room temperature to prevent damage to costly medical

supplies and equipment as well as computer and telecommunication equipment.

If high temperature limits are reached the appropriate officials are

notified via email to PDA's continuously for appropriate actions, until

temperatures fall back within appropriate operating limits.

http://www.rafpd.org/weatherflash

* Completely designed and built my own personal home theater in my home. It

features an 80 inch wide screen, 1080i resolution, Blue Ray, Digital cable,

Computer, IPod, WII gaming system, and 5.1 Klipsch surround sound system.

All components were installed and configured and wired myself, not even a

single wire is visible to anyone in the theater. All components are

connected via IR to a touch screen remote. With one push of a button, all

appropriate components turn on and automatically go to the correct source

inputs and the lights are dimed down and volume output put and a default

comfortable level. The entire project start to finish was 3 weeks. Pictures

available upon request.

*Planned and migrated RAFPD's network from Microsoft Sever 2003 environment

to Server 2008 environment with no loss of services and completed in 48

hours. Migration included base OS on 3 servers, Active directory, Microsoft

Exchange 2007, IIS, and all client workstations upgraded to Windows 7.

Personal Computer Customer Support Analyst 1997 - Present

5-10hrs/month

Working from home, functioning as a "point-of-contact" for family members,

friends, small business, and Riverton Middle and High school teachers,

ensuring the timely and consistent flow of information technology and

system integrity as well as efficient response to customer I.T. related

issues in support of high customer satisfaction. Identified and executed

effective resolutions for customer problems. Collaborated with other

certified and experienced coworkers and friends to eliminate the need to

escalate problems to the costly next level almost always rectifying simple

solutions thus obtaining customer satisfaction.

Network Administrator 2003 - Present

10hrs/week

Plan, implement, configure, monitor, troubleshoot, supervise, diagnose,

budget, and advise all network related connectivity, hardware, software,

database, and security related items for RAFPD. Administrate and monitor

organization help desk through MS Office & SharePoint services. Identifying

errors caused by malfunctions of current hardware and systems and determine

appropriate solutions without taking away from production efficiency of the

system or department and personnel. Conduct security vulnerability tests to

network servers and personal data and organizational databases and there

data requirements and priorities. Created, designed and manage logon

scripts of computer language coding of different computer languages to

connect users of different ranks and management levels to shared data

folders as well as shared programs, databases and calendars., Configured,

monitor, and troubleshoot application software such as OSFM, and Firehouse

software for State and National emergency incident reporting to internal

and external databases as well as devolved special department use database

queries to track specific department information for department and

district management. Support and manage all internal and external network

related customer support related issues, comments, questions such has MS

Exchange Server, MS Active Sync, MS SQL, Microsoft office products, VPN,

Share Point, IIS, FTP, HTTP, HTTPS, DC, and wireless and hard wired

connections and routing.

PC Setup and Installation and Hardware Support 1997 - Present

5-10hrs/month

Out of home work with a variety of customers ranging from family members,

friends, small businesses, and gamers to help research, price, build, and

install PC hardware and systems. As well as provide over the phone and

email and onsite customer satisfaction support of hardware and installation

related equipment. Helping the customer with hardware related issues and

designing and upgrading Personal Computer's to fit their personal, and

professional needs as well as software and technology related needs ranging

from simple installations of additional RAM, larger HDD's, installation of

NIC's and setup on broadband connections, to adding high performance video

cards and additional monitors for heavy gaming software, to full research

and purchasing of PC components installing them testing the complete system

and delivering and installing the system to the customer and teaching them

how to use their systems.

Information Technology Specialist December 2006- December 2008

40 Hours+/ week

Fulltime tier one network administrator for the Illinois Army National

Guard with over 2100 end users and over 1200 client computers in 54+

locations across the state, providing end user customer support, network

troubleshooting, and outage monitoring and reporting to telecomm personal

and companies for repair, contacting vendors for warranty repair and

support, repairing hardware and troubleshooting software,

identifying errors caused by system malfunctions and determining solutions

and error processing, upgrades to other related IT equipment utilizing RDP

software and onsite and customer walk ins. Prepare, setup and manage mobile

IT equipment to travel to various remote locations in the State of Illinois

to support Road to War units and soldiers mandatory online training

requirements to deploy to war. Evaluating and installing appropriate and

National Guard Bureau and Department of Defense approved Security & IAVA

patches and updates and software as well as the newly mandated

Cryptographic Access Card (Smart Card) login and access policies; to

prevent unauthorized access and information security vulnerability. Basic

data and telephone wiring and termination using Category 5 and CAT 6 cable

to the end user for connectivity to appropriate networks. Planned,

implemented, troubleshooting, and manage the ILARNG helpdesk end user

desktop ticket software and its associated database for users to input

their own trouble tickets to related IT equipment and software thus

allowing network administrators to be more productive and keep customer

satisfaction high and telephone utilization and cost down using production

control methods and distributing workloads efficiently to technicians.

Leading technician to setup and manage the NGB Armory Kiosk project. Imaged

all 250+ Kiosk's, managed, monitored, devolved scripts of code to enhance

system performance and security and system updates, prepared and pushed

them out to a majority of armories across the 54 locations across the

state.

State Farm Helpdesk Contract Support March 2010 - April 2010

40 Hours+/ week

Fulltime temporary Technisource contracted support employee for State Farm

Administrative Services Installation Coordination & Support Department.

Supporting installation coordination and support of various State Farm I.T.

projects through the use of a helpdesk ticket environment and policies, and

procedures. Projects consisted of hardware and software releases and

upgrades to several thousands of business partners across the entire United

States and Canada. Support included the use of various company databases,

remote administration tools, support knowledge tools and troubleshooting

policies and procedures.

L1 Identity Solutions Contract Support May 2010 - Present

40 Hours+/ week

Fulltime temporary Kelly Services contracted employee for L1 Identity

solutions. Supporting installation coordination of various L1 projects and

systems. Utilized company policies and procedures and over the phone and

remote desktop applications as well as on site software and hardware

repairs. Lead technician in coordination and installation support of a US

Bank Check Scanner Project. The project is to push out and install and

support electronic check scanners from US Bank for agents in the field

across the United States to electronically scan and deposit all customer

checks.

WORK HISTORY

Wendys June 2000-May 2002

3217 E Clear Lake Ave

Springfield, 62702

217-***-****

Supervisor Amanda Rothenburg

40hrs/week

Cashier and Building Maintenance

Netweb June 2002-August 2004

1016 W Lawrence

Springfield, IL 62704

217-***-****

Owner Greg Walter

15-30hrs/week

After school PC Building, Repair, Installation and Onsite Customer Support

Riverton Area Fire Protection District (Firefighter, Emergency Medical

Technician, Lieutenant)

Jan 2004- Present

710 Riverton Rd

Riverton, IL 62561

217-***-****

Supervisor: Chief Louie Rogers

20+hrs/week Plus Emergency Responses

Fire Scene Officer, Emergency Medical Technician, Maintenance Officer, Fire

hydrant Coordinator, Network Administrator

Kulavic's Autobody January 2003-May 2003

4601 W. Wabash

Springfield, IL 62707

217-***-****

Supervisor: Steve Lance

30hrs/week

Paint, Prep and detailing

ILARNG Recruiting and Retention Command January 2004- December 2006

1301 N. MacArthur Blvd

Springfield, IL 62702

217-***-****

Supervisor: SFC Craig Leonard

48hrs/week

Marketing and Advertising

Graphics and Visual Information utilizing Macintosh platforms and Public

Relations and Support

ILARNG DCSIM-SSB December 2006- December 2008 (CUSTSUPT)

1301 N. MacArthur Blvd

Springfield, IL 62702

217-***-****

Supervisor: CPT Mark Lueken

40hrs/week

GS09 Step 02

Helpdesk Customer Service Support, Imputing tickets and resolving trouble

issues over the phone and with Remote Desktop Programs

GWI CSupport Administrator

Assist with hardware upgrades as well as imaging

Deployment- Operation Iraqi Freedom, IL-ARNG A Co 106th AVN

5550 Ocean Trail Rd

Decatur, IL 62521

217-***-****

Supervisor: CPT Jason Henderson (Commanding)

Jan 2009 - Jan 2010

MOS 15T UH-60 Blackhawk Helicopter Repairer/ Crew Chief

State Farm/Technisource Temp Contract Helpdesk Customer Service Support

(IC&S)

318 W Washington St

Bloomington, IL 61701

309-***-****

Supervisor: Ron Foster

Helpdesk Customer Service Support, Imputing help tickets and resolving

trouble issues over the phone and with remote administration tools, company

databases, policies and procedures

March 2010 - April 2010

L1 Identity Solutions/Kelly Services Temp Contract Information Technology

Support

1650 Wabash Suite D

Springfield, IL 62704

217-***-****

Supervisor: Mike Walters

Hardware Repair, Software troubleshooting, removal and installs, Helpdesk

support, Lead technician of US Bank Check Scanner project, and server

support.

May 2010 - Present

EDUCATION

Riverton High School, Riverton, IL Graduated: May 2003

Information Technology and Industrial Technology elective studies Riverton,

Cisco Networking Academy Program (CNAP) May 2001 - January 2002

Capital Area Career Center, Springfield, IL

9 months

Information Technology Assurance Officer Course

United States Army Signal Center Distance Learning

40 Hours

Information Assurance Technical Level 1

United States Army Signal Center Distance Learning

40 Hours

National Guard Bureau Certified Network Admin 1

Professional Education Center

Littlerock, AR

40 Hours

National Registry/ State of Illinois Certified and Licensed Emergency

Medical Technician

Riverton Area Fire protection District / SAMIC EMS System

200+ Hours of training

American Heart Association/ St. Johns Hospital

Certified BLS/ CPR Instructor

12 Hours

State Of Illinois Certified Firefighter 2, Vehicle Machinery Ops, Hazmat

Awareness

International Fire Service Accreditation Congress (IFSAC)

Certified Firefighter 1, 2 Hazmat Awareness, Hazmat Operations, Airport

Firefighter

13 Weeks

Lincoln Land Community College January 2006 to Present

Certified Firefighter II,NREMT-B, HAZMAT-Awareness, VMO,NIMS-ICS 100, 200 &

700, 800 Springfield, IL

US Army Basic Combat Training June 2002 to August 2002

Ft Jackson, SC

12 weeks

US Army Signal School MOS 25C, Radio Operator and Maintainer July 2003 to

October 2003

Ft. Gordon, GA

16 weeks

DoD Firefighter School MOS 21M, Fire Fighter January 2007 to April 2007

Goodfellow AFB, TX

13 weeks

UH-60 Helicopter Repairer MOS 15T October 2008 to December 2008

Ft. Indiantown Gap, Pennsylvania

10 Weeks

REFERENCES

Alan Franklin- Fellow friend and firefighter/paramedic and fellow network

administrator