Project Manager Customer Service

Professiona Technical

l Demonstrated excellent problem solving techniques and effectively used

Highlights knowledge to recognize, research, and resolve a wide array of hardware

and software issues while supporting Microsoft corporate employees

world-wide

WAN/LAN Networking -- troubleshot issues involving IPSEC, DNS, DHCP,

TCP/IP and VPN; helped join machines to domains, helped rename computers,

identified and resolved port shutdowns, troubleshot switch/hub issues,

troubleshot Remote Access issues, ran commands to flush DNS, to check IP &

MAC addresses, and check user's account

Operating Systems & Internet Explorer -- Extensive knowledge used in

helping install and/or troubleshoot issues with WinXP PRO, Vista PRO,

Win7 PRO, Win 2003 Server, Service Packs, Office 2003 & 2007 PRO, and

Office 2010 BETA; troubleshot issues involving Windows Updates, WSUS,

SCCM, and SMS issues; helped install updated drivers

<Besides supporting WinXP, also supported beta versions of VISTA and WIN7

a year before their release>

Messaging & Exchange Server -set up and troubleshot corporate email issues

involving Outlook 2003/2007; created new profiles, repaired OST & .PST

files, used Active Directory to check profiles/permissions on Exchange

Servers

PC products including network printers, Mobile Devices (Smartphone and

Pocket PCs), wireless devices, and sync issues

Domain Profiles - checked user profiles on network, performed password

resets; looked up Group Policies on machines

Strong interpersonal and communication skills with ability to interact

effectively with managers, co-workers, and client

Easily able to translate and convey technical information at the

appropriate user level (i.e., IT Professional to layperson)

Able to control emotions and maintain composure in stressful situations

Demonstrated excellent customer service skills - repeatedly exceeded

monthly customer satisfaction goals (metrics)

Very seasoned and strong team player capable of work independently and

within team-oriented, collaborative groups

Troubleshot and resolved issues with variety of Microsoft operating

systems installed on servers, desktops and laptops

Personally created and/or managed >2,500 Service Requests (or Trouble

Tickets) - including follow-up documentation

Coordinated routing complex problems to appropriate technical resources

(i.e., Level 2 or Level 3 Support experts)

Managed all aspects of Microsoft-based LAN network including servers

(running Win2000 Server, Exchange 2000), backup software, maintained

Active Directory & Exchange accounts for local users, computers, website

hosting, firewall, network switches & hubs, and associated software

applications in a networked environment.

Experienced with using Terminal Services, VPN, and Remote Desktop Control

in support of client needs

Used knowledge of SMS/SCCM and WSUS operations/tools to help keep desktops

uniformly updated; troubleshot and resolved problems on individual

desktops caused by updates installed by SMS and WSUS

Provided both remote and desk-side support to users

Proactively monitored, identified, isolated, and resolved all hardware &

software issues on more than 200 workstations

and for training room at HP's Global Support desk; isolated and

troubleshot Active Directory issues at the desktop

Knowledgeable on administrative group policies; created, and/or repaired

Group Policies for users & local machine

Performed System Backups and System Restores on business servers and

desktop machines

Used imaging software to create clean image of an operating system and

approved applications; used image to quickly

restore a desktop or laptop to standard infrastructure configuration in

support of business requirements

Configured and supported hardware, drivers, operating systems, and

applications on company's servers & desktops

Developed and maintained software asset tracking system for both large and

small local companies

Planned and effected expansion of LAN network (i.e., server, network

switches, CAT5E and CAT3

wiring (data & phone), installation/testing of cubical data jacks, mapped

all patch panel connections.

Performed research and analysis for product purchases, upgrades, updates,

patches, and fixes

Supported digital phone system, applications, and wiring to meet business

needs and minimize outages

Provided desk-side support for management and over 40 employees at local

Internet-based training company

Supported operations and upgrades of mid-range AS/400 systems that

interfaced with a Microsoft network

Maintained historical usage data on mid-range AS/400 systems and diagnosed

high usage on drives

Created, managed and maintained excellent project records, diagrams, and

operational documentation

Training

Technical Training Specialist (3 yrs) on HP's premier Global Support Desk

for the Microsoft Corporate Account

Possess professional presentation skills and have given numerous

presentations to all levels of attendees

Developed and presented training sessions to introduce team leads and

analysts to VISTA & Win7 (Enterprise)

Created numerous training aides and a library of PowerPoint slideshows

used in classrooms and for 'self-learning' aides

Interfaced with management, team leaders, subject matter experts, and

engineers to identify requirements/objectives

Certified U.S. Navy technical instructor (awarded Master Training

Specialist by Chief of Naval Technical Training)

Strong administrative, organizational, and operational skills

Software Microsoft-based LAN/WAN

Skills networks Microsoft, CA and Veritas Backup

Windows Server STD 2000, 2003 Microsoft MSE 2.7 (helpdesk)

Computer Associates Advanced Helpdesk

Exchange Server 2000, 2003, FrontRange HEAT (Help Desk)

2007 SMS for pushing out security fixes and

Win2000, XP Pro, VISTA Ent, updates

Win7 Ent Diagnostic tools for workstations & laptops

Microsoft Office 2000, 2003,

2007 AntiVirus (AV), Adware, and Spyware

[advanced in Outlook, Word, applications

Excel, PowerPoint] File Transfer Protocol (FTP)

Microsoft Project and Visio VM Ware (7.0)

2003, 2007

Spreadsheets/databases

Active Directory (Win Srvr

2000, 2003)

Education &

Major coursework toward Bachelor in Arts (BA) from City College of New

Professiona York

l Vocational Training/Experience with

Development Microsoft network servers (Windows Server 2003 ENT and Exchange Server

2003) and workstations

including Win9X/NT, Win2000, XP PRO, VISTA PRO, Windows7, and Office 2000,

2003, 2007.

CERTIFICATION / AWARDS:

Two HP Awards for excellence as a technical instructor - for outstanding

efforts in bringing large classes up to speed quickly and effectively

while also exhibiting outstanding organizational skills and mentoring

ability.

Completed HP's Global Helpdesk training certification for Microsoft Global

Helpdesk (Tier 1)

Completed Skill-Set certifications on the Microsoft Global Helpdesk for:

Networking (Wide Area domains, wireless connectivity, and remote access),

Operating Systems (Win XP PRO, Win2003 ENT & STD, Win VISTA Pro, and Win

7)

Messaging & Exchange Server (2003 and 2007)

Line of Business (LOB) - applications/tools designed for specific

customer needs

PC Products (Printers, Pocket PC's, and SmartPhones - including Exchange

Active Sync).

SPECIAL NOTE: Received Navy Commendation Medal and Navy Achievement Medal

for managerial, administrative, operational, and technical expertise

PROFESSIONAL EXPERIENCE

HP, Colorado Springs, CO 2004-2010

IT TECHNICAL TRAINING SPECIALIST, Global Service Desk 2006-2010

IT TECHNICAL Analyst, Global Service Desk 2004-2006

IT TECHNICAL SUPPORT CONSULTANT, Self-Employed, Colorado Springs, CO

2004-2004

Carmichael Training Systems, Colorado Springs, CO 2001-2004

NETWORK ADMINISTRATOR & WEBSITE SUPPORT

Innovative Networks, Inc., Colorado Springs, CO 2000-2001

NETWORK OPERATIONS CENTER (NOC) MANAGER

Focus on the Family, Colorado Springs, CO 1991-2000

PROJECT MANAGER/COMPUTER ROOM OPERATIONS SUPERVISOR

U.S. Navy Submarine Service Retired 1991

ELECTRONIC TECHNICIAN Senior Chief Petty Officer

Security: Maintained SECRET & TOP SECRET clearances while in

the U.S. Navy. Can easily reacquire clearance

References: Available upon request

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