Customer Service Software

SUMMARY

More than ** years in a team environment providing quality technical

support, administration, and customer service with a commitment to high

work ethics and goal achievement.

PROFESSIONAL Jacobs Engineering

EXPERIENCE: 1041 East Butler Road

06/2007 - 11/2009 Greenville, South Carolina 29607

Desktop Support Technician: As a member of the Desktop Support

Team, I provided day to day on site and remote technical support to

an engineering staff of over 700 users. Configured laptop and

desktop workstations with Windows XP operating system, Microsoft

Office Suite, Viso, Project, AutoCad, Solid Works, Pipeflow, Lotus

Notes, Aspen, and discipline specific software. Configured laptops

to access secured wireless networks. Documented procedures for

installation and configuration of software settings to improve team

productivity. Traveled to remote job sites to document, configure,

and test WAN link back to corporate office. Configured conference

rooms for audio/visual multimedia sales presentation to clients.

Installed and configured Symantec Anti Virus software and Firewall.

Used Altiris Deployment Console for image rollouts and computer

backup. Configured Altiris Agent to run updates, service packs, and

patches. Used PC Anywhere to provide remote control of user's

computers. Troubleshoot and resolve network connectivity issues and

Avaya telephone system. Configured Blackberry and other mobile

devices. Configured network printers and installed toner and

11/2004 - 06/2007 maintenance kits. Setup test computer Windows 7. Accomplishments:

Created a document library of software and network configurations

for team knowledge share. Setup a training classroom with 15 CAD

workstations to help train new employees. Formatted over 300

computers for donation to Goodwill.

Tek Systems

Cryovac/Sealed Air Corporation

100 Rogers Bridge Road

Duncan, South Carolina

Computer Support Technician: Deployed Novell's Zenworks for

Desktops to over 500 desktop and laptop computers. Ghosted user

data to server. Imaged computers with Ghost software. Configured

Lotus Notes 6.5 with Sametime Instant Messenger. Network

administration with Console One and User Manager. Tracked computer

assets and help desk tickets with Remedy Action Request System.

Lead effort to upgrade the Information Systems department's

02/2002 - 09/2004 computers to the latest version of Remedy Action Request Tracking

Software. Upgraded the Legal Department's custom database and

Microsoft Access. Configured antivirus software to remote users

with Symantec pcAnywhere. Installed and configured user software

such as Microsoft Office 2000 and 2003, Business Objects, IBM DB2,

SAP Financial, Symantec Antivirus, Adobe Photoshop and Reader, and

Symantec Ghost Explorer. Upgraded over 100 computers in the

manufacturing plant to Windows 2000 and Zenworks. Converted

different department areas from Token Ring to Ethernet.

Lockheed Martin Technology Services

7/2000 to 01/2002 1120 Vermont Avenue, 5th Floor Washington, DC 20005

Systems Administrator: Provided Systems Administration support to

the Department of Commerce, Bureau Of Economic Analysis (BEA)

Desktop Support Team. Provided Network Administration and desktop

support. Lead efforts to test and implement new hardware and

software technologies. Supported over 500 users in a Microsoft

Windows 2000 Professional/Novell Netware environment. Documented

software versions, application creation process, and Blackberry

technologies. Accomplishments: Used Zenworks for Desktops to push

automated software installations of Microsoft Office 2000,

Microsoft Internet Explorer 6, Microsoft Project 2000, Adobe

Acrobat 5, and Service Pack 3 for Windows 2000. Replaced over 200

monitors with Gateway Flat Panel monitors.

Electronic Data Systems Corporation (EDS)

1801 K Street NW Washington, DC 20006

11/1997 to 7/2000

Help Desk Technician: Provided System Administration support on the

EDS National Association of Securities Dealers Automated Quotes

(NASDAQ) account. Supported over 250 users in a Microsoft Windows

NT/2000 Client/Server Network environment. Installed and configured

desktop computers with approved software. Imaged Dell desktops and

laptops with Ghost software and documented installation procedures.

Performed various Network Administration duties such as File

Permissions and Print Queue configuration on Windows NT Servers.

Provided hands on technical support for users on site and remotely

via telephone. Provided user training on Remote Dial Up procedures.

Installed and configured a dial up software solution that allowed

users 24- hour access to the secure corporate network. Installed

and configured Blackberry Wireless devices and Palm Pilots.

Accomplishments: The successful migration of all users from Windows

95 to Windows 2000 Professional. VPN software installation and

configuration.

Performance Systems Engineering, Inc. (PSE)

3955 Doncaster Drive, Indian Head, MD 20640

Systems Administrator:

Performed Windows NT Administration duties that include NT User and

Exchange Account Management, File and Directory Permissions, Server

Disk Storage Management, and Tape Backup and Restore Operations.

Technical support for various hardware and software including

desktop and server configurations in a Windows NT environment.

Supervised one employee. Accomplishments: Migrated users from

Windows 98/5 to Windows 2000 Professional. Implemented document

management system (PC-DOCS). Implemented the use of Smart Card

Readers on all desktop computers.

5/1996-11/1997 Hughes, STX

4400 Forbes Blvd, Lanham, MD 20706

Systems Administrator:

Provided PC and network support to over 500 computer systems and

users. Responsible for troubleshooting hardware and software.

Documented Help Desk call procedures. Supported user access to

electronic mail, Novell and NT servers. Successfully relocated over

500 workstations to new location.

10/1993 -5/1996

GEC - Marconi Avionics, Inc

1111 Jefferson Davis Hwy, Suite 800, Arlington, VA 222202

Office Manager: Provided on-site technical support for a Local

Area Network. Supported office staff of executives, secretaries,

08/1984 - 02/1988 and receptionist. Ordered office supplies. Shipped packages.

Negotiated copier leases. Maintained Accounts Payable files and a

$5,000.00 checking account.

United States Air Force

Lackland AFB, San Antonio, TX; Barksdale AFB, Shreveport, LA;

Kunsan Air Base, Korea

Security Police; Honorable Discharge

EDUCATION: University of Maryland, University College

2005 Adelphi, Maryland

Bachelors of Science, Information Systems Management

1992

College of Southern Maryland

La Plata, Maryland

Associates of Arts, Accounting

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