Engineer Training

Dean Tracy

*** ********* ***** . ***** ****, CA *2626

Tel 719-***-**** . *********@*******.***

Information Technology Specialist

* ************** *******

Forward-thinking IT Specialist with more than 14 years experience designing

viable technical solutions to meet current expectations and future business

objectives in areas of networking and communications. Talent for

identifying new opportunities and conceptualizing successful system

solutions. Supervises and trains team members in a manner that results in

commitment to the business, profit and revenue increases, and a positive

work environment. Recognized for quickly troubleshooting problems in person

and over the phone, offering affordable solutions to meet requirements with

minimal operation down time. Exceptional communicator with a strong ability

to effectively present technical topics to technical and non-technical

audiences, scaling from IT staff to management. Bilingual with fluency in

English and functional knowledge of Spanish.

Interviewing . Hiring . Training . Supervising . Coaching . Team Building

Server Management . Hardware Installation . Software Installation . System

Configuration

Help Desk Technician . Call Center Operations . Computers . Broadband

Equipment . Broadcast Equipment

2 CAREER HIGHLIGHTS

Call Center Supervisor & Trainer 2007-2010

Innotrac - Pueblo, CO

Built dynamic teams that drove growth and output by interviewing, hiring,

and training qualified candidates. Ensured smooth operations and technical

support by supervising Tier 1 and Tier 2 agents, answering technical and

procedural questions for networking configuration on Windows 98SE, Windows

2000, Windows XP and Windows Vista. Successfully troubleshot technical

problems for Motorola broadband equipment, including wireless routers,

access points, wireless adapters and cable modems. Quickly diagnosed

computer system malfunctions using sound problem solving skills. Determined

best solution for each user by investigating technical problems through

remote interviews.

. Promoted from trainer to supervisor to within one year due to

exceptional leadership abilities.

. Facilitated comprehensive training sessions by developing innovative

training material.

. Increased employee performance by teaching classes and holding one-on-

one coaching sessions.

. Ensured quality support by reviewing and monitoring calls

periodically.

Broadcast Engineer 2000-2007

KOAA TV - Pueblo, CO (2005-2007)

Taft Broadcasting Company - March Air Reserve Base, CA (2000-2005)

Ensured minimal downtime by installing and maintaining computers,

workstations, and printers for television automation systems and personal

computers, including switches and hubs. Effectively managed Windows NT 4.0,

Windows 2000, Windows XP, Windows 98, Redhat Linux, and Unix operating

systems. Provided engineering support, installation, and equipment repair

of television broadcast systems.

. Entrusted to participate in coordination of live shots and perform

technical operations for newscasts, including camera shading.

. Earned Broadcast Engineer Certification.

Dean Tracy . Tel 719-***-**** . *********@*******.*** . Page Two

Desktop Computer Support Specialist and AV support Contractor 1999-2000

Maximum Technologies - Anaheim, CA (Contract with Disneyland, 2/2000-

5/2000)

Selected to provide technical support, computer hardware repair, network

infrastructure maintenance, and presentation and lighting systems support

for Disneyland Inoventions attraction.

Comforce - Redlands, CA (Contract with University of Redlands, 10/1999-

12/1999)

Successfully managed computer installations, data transfers and system

problem troubleshooting consisting of Windows 98/95 client computers

connecting to a Windows NT Server network.

Help Desk Specialist 1998-1999

Alternative Resources Corporation - Temecula, CA

Entrusted to provide desktop support for Guidant Corporation employees in

person and by telephone. Troubleshot network connectivity, network printing

and user access issues. Played a key role in ensuring a proficient

workforce and significantly reducing system downtime.

Video Support Specialist 1996-1998

Premier Professional Video.com - Los Alamitos, CA

Ensured smooth installation and configuration of video production systems,

including user support and training.

3 Education & Continuing Professional Development

. Bachelor of Arts in Communication, Vanguard University, Costa Mesa, CA

. Certificate in Electronics Technology, Orange Coast College, Costa

Mesa, CA

. Certified Broadcast Engineer, Society of Broadcast Engineers

. CompTia A+ and CompTia Network +

. Microsoft Certified Professional, Implementing and Supporting

Microsoft Windows 2000 Server and Windows 2000 Professional Exams

4 Technical Skills

. Operating Systems: Microsoft: Windows Vista, Windows XP, Windows NT

4.0 Workstation, Windows 98, Windows 95, Wired & Wireless

. Software: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook,

Project, and Access), Harris Video Automation System

. Hardware: Motherboards / Mainboards, Printers & Computers, Lan

Configuration: WAN and LAN, Netopia and Motorola Router

Configuration: Running Wire for Network, Video, and Audio

Systems

. Ticketing Systems: Remedy Ticketing System

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