Technical Support System

Donald U. Anude

**** ******* **. ***. * Jefferson City, MO. 65109

Phone: 573-***-****. Email: ******@*****.***

Summary

Results-oriented professional with 5+ years' experience providing rapid and

client-focused technical support to100+ users. Demonstrated capacity to

identify root causes and direct users to lasting resolutions. Adept at

articulating complex technical concepts to users of varying technical

understanding. Well versed in variety of common operating systems,

application, and hardware with proven ability to master new tools and

technologies fast and quickly. Outstanding interpersonal strengths

illustrated by multiple service awards.

Education: Bachelor of Science Degree 01/1999 -

12/2004

Lincoln University, Jefferson City, MO

Computer Information Systems

Accumulative GPA: 3.662. Degree Honor: Magna Cum

laude

Technical Proficiencies:

Platforms: Windows '95, '98, 2000, XP, Vista, and UNIX

Network O.S: WinNT4, Windows 2000 Server, and Novell Server

Applications: Microsoft Office, VNC, Front Page, Page Maker,

Norton / McAfee Trend

Micro Office Scan, Symantec Ghost, Norton

Internet / Firewall Security,

C++, Java and Visual Basic, and HTML.

Hardware: Dell / Gateway / Compaq Desktops and Notebooks,

Scanners, Printers,

Projectors and Media Communicators.

Areas of Expertise:

. Troubleshooting & Issue Resolution ( Root Cause

Analysis

. End-user Training & Support ( System Implementation

. Scheduled & Ad Hoc Maintenance ( Rapid Ticket Response

Time

( Client Relationship Management ( Detailed Documentation

PROFESSIONAL EXPERIENCE:

ABB INC. Jefferson City, MO 03/2005 - 09/2008

Design Implementation Dept.

. Inspected manual L-Specs to generate a corresponding electronic L-

Specs

. Evaluated L-Specs design to determine the required product

applications and style.

. Initiated design implementation, meticulously analyzed L-Spec,

corrected anomaly.

. Documented critical identifiers to track quality progress in design

and consistency.

. Increased departmental efficiency and reduced operational costs by

automating several routine database management tasks.

Scholastic INC. Jefferson City, MO 08/2003 -03/2005

Inventory Control Specialist

. Attended to 200+ clients in resolving product request inquiries.

. Ensured quick resolution of customer concerns and escalated more

complicated search issues to supervisor.

. Monitored and adjusted the AS400 database system appropriately to

reflect the current and accurate status of products Stored and

dispensed.

. Rearranged the tagging and identifying protocols of products on

storage for easy accessibility and recording.

. Recommended new product updates, Documentation and new timesaving

inventory strategies.

Lincoln University, Jefferson City, MO 02/2002 -

07/2003

Program Instructor

. Instructed computer literacy classes, (3 sets of 9) adult-students on

basic use of Windows "95 /98 /00 operating system and MS Office

Application software.

. Provided, Batch system backups, Symantec Ghost and Utility updates.

. Ensured proper maintenance of workstations, printers and peripherals.

. Significantly reduced workstation set up time by developing a disk

cloning procedure to streamline operating system implementation and

security properties configuration.

Lincoln University, Jefferson City, MO 09/2000

- 07/2003

Asst. PC Technician / Network Admin.

. Provided technical support for 70+ users. Respond to user service

requests and expediently resolve trouble tickets to maximize system

uptime. Deploy new workstations and printers, installing operating

systems, applications, and drivers, and configuring network properties

and hardware.

. Support disaster recovery plans, performing regular system backups and

utility software updates. Reduced user callback rate by 20% through

accurate assessment of root causes of technical issues and consistent

implementation of appropriate solutions.

. Demonstrated adequate communication with team members to maintain

outstanding record of technical support service, resulting in

resolving 95% of all trouble tickets.

. Substantially increased security and performance of systems by

initiating installation of new anti-virus software and critical

operating system updates.

. Maintained Network servers, and Performed remote installations,

Network traffic monitoring and Email Supports.

State Dept. of Natural Resources, Jefferson City, MO 05/2001- 09/2001

Network Administrator (Intern)

. Created and managed user accounts for clients in more than 6

outstations.

. Performed Cat5 cable layering and termination, and T1 line

termination.

. Converted network topology from Token Ring to Ethernet.

. Assisted in Cisco Router Installation.

Honors and Awards:

. National Dean's List: Award 01/99 - 2004

( LU Foundation Award: 2001, 2002 and 2003

( Dept. Natural Resources Award: 2000 -2004

( President; LUISA

( Lincoln University Honors Convocation: 2002, 2003 and 2004

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