Support Technical

Nelson D. Roth Phone: 423-***-****

*** ****** ***** **** ****.: 423-***-****

Dayton, Tennessee 37321

**********@*******.***

Job Objective: Genuinely seeking a position where professionalism,

maturity, integrity and dependability are as important as a skill-set.

Education: B.TH.-Liberty Christian College, Pensacola, FL

Automotive Technical Training-Pensacola Junior College,

Pensacola, FL

Qualities: Strong strategic thinking, planning, problem-solving and

analytical skills as well as ability to execute actions

necessary to achieve goals; mature, responsible, ethics-driven,

team player, requires little to no supervision.

Work History

November 2008-Present

Currently providing independent technology support services to local and

area businesses and individuals. In addition, I am working as a contractor

with TVA in Knoxville. My responsibilities center primarily around the

installation, configuration and diagnosis of both Extreme switches and

Cisco routers, PM's on APC and Liebert UPS's and the diagnosis of

associated equipment. Security clearance is required for work with TVA.

January 2003-November 2008

LDO Enterprises / TSSI / Halifax Corp.-Cleveland, Tennessee (Schering-

Plough)

These three companies provided contract IT Support services for Schering-

Plough, a pharmaceutical company, located in Cleveland, TN, since January

1st of 2003. I have been retained by each company to continue the technical

support contract. Schering has an end-user base of nearly 600, depending

upon the season, working three shifts;. The entire Support Team consisted

of myself and one other individual.

My primary responsibilities were to provide software as well as hardware

support ("ownership" of all software/hardware issues that arose throughout

the entire Manufacturing and Corporate complex).

-Provide technical assistance on various IT projects as Lead Technician.

-On-site management of network PC imaging/set up, troubleshooting,

deployment, and on-going support.

-Install, manage, and diagnose varied hardware/software from individual

PC's to network printers, scanners, other PC-driven equipment.

-Essentially, take "ownership" of all equipment to ensure that all

personnel were fully functional.

-Software compatibility testing and end-user training were necessary

requirements of this position.

-Working directly with corporate staff was also frequently required.

-Oversee the collection and management of all PC and related asset data

(PC's, laser and thermal printers, scanners, etc.).

-Provide technical support for both video conferencing facility and various

hand held devices utilizing the Palm and portable Windows OS.

-Coordinate the scheduling of end-user back up's on a periodic basis.

-Recommend necessary end-user equipment for proposed and on-going projects.

Cost considerations were important, thus maximizing equipment utilization

for any given task without sacrificing performance was key.

-Effectiveness and clarity of communications was vitally important due to

the fact that the scope of end-user skill levels were quite broad, i.e.,

novice to highly skilled users.

-Critical care with documentation was essential because Schering-Plough was

driven by SOP's and SLA's to maintain its GMP status.

Applications supported: Windows 95', 2000 Professional, XP Professional. MS

Office Suite: 95-2003 (Word, Excel, Power Point, Access, Outlook, Project;

AutoCAD Lite, SAP, Remedy Incident Management, Radia Application

Management System, support for various scientific applications as used in

the Analytical and Microbiology Laboratories, mainframe-based applications

(terminal emulation), remote access application (VNC), Palm and Windows CE,

HP Web JetAdmin, Crystal Reports (minimal), VMWare Workstation 5.0 & 5.5.

Hardware supported: HP Printers: 2200, 4100, 8000 and 8500 series

(monochrome); IBM and Xerox Phaser 8200 and 8560 color printers; Dell

Desktop and Laptop systems; Zebra thermal printers as well as a variety of

Ink jet printers. Palm and Windows CE supported PDA's.

Summary: This position required a skill set which included a high degree of

both hardware and software expertise. Continued interaction with end-users

was extremely important to maintain an elevated level of customer

satisfaction. In addition to my proficiency with hardware and software my

personal demeanor and exceptional patience enabled me to provide

outstanding support with an absolute minimum of missed contract goals for

support excellence. Also, because Schering was involved with the

manufacture of consumer pharmaceutical products, accurate and timely

documentation was absolutely essential. Also, Schering was under a Consent

Decree with the FDA which required exceptional care in our efforts.

Reason for Leaving: Workforce Reduction / Cost Reduction

March 2002-January 2003

I.T. Resources-Dayton, Tennessee-Independent IT services (proprietorship)

For this brief duration I provided various levels of technical assistance

to local businesses as a sole proprietorship.

October 2001-March 2002

Senior Technology Consultant-VisionTech, LLC-Dayton, Tennessee

VisionTech provided various support services and products to the local

businesses and surrounding community. Both telephone support as well as on-

site technical support services were an integral part of my

responsibilities.

Because business documentation was a very important part of the business

model precise and effective communications, both written and oral, was very

important. VisionTech was based out of a retail location in Dayton, TN

Reason for leaving: Business became financially unstable

June 2000-August 2001

Network Administrator-Oneplace, Ltd., Cleveland, Tennessee

Oneplace provided church management applications as well as technical

support for the same.

This position required a multi-faceted skill set dealing with both

application end-users as well as daily maintenance and support of the

implemented LAN (Windows NT and Novell) on-site. All phases of continued

maintenance for the network and its administration were my responsibility.

Support for the Peachtree accounting system, which had been implemented for

the purpose of managing the business financials, was also my

responsibility. Telephone support (second-tier) for end-users as well as

critical product support was also an important part of this position. This

position required excellent communication skills. Additional applications

supported were Clientele' CRM, Microsoft SQL and various back up and

administrative applications to maintain the NT and Novell servers.

The local branch of Oneplace was rather small, consisting of a total of 10

persons.

Reason for leaving: Workforce Reduction (from 10 to 4 persons)

May 1992-June 2000

Compu-Sistance (sole-proprietorship)-Dayton/Chattanooga, Tennessee

During this time I provided IT consulting services to an array of

businesses in SE Tennessee and NW Georgia. The scope of services offered

ranged from network set-up (LANTastic, NT, Novell) to both hardware

troubleshooting and repair (typically PC related repair though printer

repair was frequently required). At this time I was a Reseller of the

WinPrinter product line (hi-resolution host-based printers). Customer

satisfaction was imperative. Both in-person as well as telephone support

were the cornerstone of the business.

Compu-Sistance maintained two locations, one in Dayton, TN and one in

Chattanooga, TN. The Dayton location functioned as a fully equipped

training center which could accommodate as many as 12 students

simultaneously.

July 1991-May 1992-Chattanooga, TN

Educational Assistance Systems (EAS)

Provided technical support for an independently developed application that

ran within the Xenix OS. The "target audience" for this application was

various schools located in Georgia. The application had been written by two

teachers one of which provided support to the schools from a home-office.

Because the entire support staff consisted of two persons we were quite

busy providing telephone support. All facets of support were necessary,

i.e., OS, application, hardware, etc.

Support in the position required nothing less than exceptional phone skills

and patience.

References are available upon request-Drug screening is certainly

acceptable

Contact this candidate