Customer Service Software

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Mark Small

**** ***** **** " Morrow, GA **260

T: 404-***-**** " ****@************.***

Information Technology Professional

Specializing Desktop Support, System Administrator, and Management

Committed, goal oriented, and meticulous Information Technology Manager

with 16+ years of progressive and diverse experience in Desktop Support,

Software support, and System administrator. Seeking to apply creative

talent, program management, and leadership abilities in a challenging role

as a Senior Desktop Support, System Administrator, or Software support.

Equipped with the industry knowledge and forward thinking ability required

to perform routine system maintenance, management, training, OS

installations, and overall customer service. Accomplished record of

performance as demonstrated through measurable achievements in the field.

Extremely adept at building and maintaining quality relationships with a

talent for creating targeted objectives. Personable, enthusiastic, and work

well with customers, vendors, co-workers, and staff at any organization

1

2 Professional Experience

Fletcher Martin " Atlanta, GA, 7/2008 - Present

System Administrator

Influenced organizational success by supporting all technical systems,

equipment and tools. Led and facilitated IT projects and programs,

consistently adding to security and functionality. Tracked inventory and

ordered supplies. Provided attentive customer service while diagnosing,

troubleshooting and solving technical issues. Trained and mentored users.

Prepared and updated financial documentation including invoices, estimates,

reports and purchase orders.

Key Achievements:

. Effectively balanced technical, financial and administrative tasks,

drawing on excellent time management and prioritization skills.

. Successfully assisted management in evaluating existing programs,

processes and systems, and forecasting future needs for the

organization.

. Analyzed and restructured policies and procedures to improve

productivity and efficiency.

. Enhanced the integrity of systems and equipment through proactive

problem solving and improvements.

Housewarmers USA " Atlanta, GA, 11/2007 - 7/2008

IT Manager

Oversee troubleshooting, systems backups, archiving, and disaster recovery

and provides expert support when necessary. Supports over 70 users on

various software and hardware problems. Interacts with internal clients on

all levels to help resolve IT-related issues and provides answers in a

timely manner. Manage the purchasing of all software, hardware and other IT

supplies.

Key Achievements:

. Develop and preserve vendor relationships and manages the purchase of

hardware and software products.

. Build and maintain Windows 2003 Small Business, MS Exchange 2003, and

MS SharePoint.

Grey Global Atlanta " Atlanta, GA, 8/2004 - 9/2007

Software Support Engineer

Daily duties include installing Mac OS 10.5.1, installing QuarkXPress 7.0,

Adobe CS3, Suitcase X.1, MS office 2004 Mac and addressing printer

issues. Microsoft Exchange issues install and configure MS Entourage 2004.

Configure and setup Blackberry Devices to work on Macintosh and Windows

machines. Build various desktop and laptop configurations, use Symantec

ghost to image and restore windows machines. Use Carbon Copy Cloner to

create and restore Macintosh machines.

MARK SMALL ~ PAGE TWO

Key Achievements:

. Presented Audio Visual presentation for Mayor Shirley Franklin for

Brand Atlanta Campaign

Emory University " Atlanta, GA, 2/2001 - 8/2004

Technical Support Specialist II

Provide on-site and telephone support for windows 9x, Window ME and Windows

2000. Senior level Macintosh technician for PowerBooks, G4 desktop

machines and Mac OS 8.6 to OS 10.3.4. Provide beta testing on Emory Online

CD (a software CD for Students), tested CD for software problems on windows

9x, Window ME, Windows 2000. Macintosh 8.6 to OS 10.3

Key Achievements:

. Taught staff and faulty on how to use WebDav with Dreamweaver on Mac

and Windows

. Supervised the university Virus Clean room. Managed student workers,

Developed a step-by-step process on how to clean affected laptops.

Created a virus removal CD, scans for virus, firewalls, scans for ad

aware, updates windows service packs

. Trained Emory staff members on Emory Listserv email distribution

system.

. Created a installed a script to configure VPN on Mac OS 10.3.x

Kaplan Educational Services " New York, NY, 6/1999 - 9/2000

Technical Support Engineer / Technical Software Trainer

Guide employee's on how to use re-

install the Macintosh OS, re-image Kaplan windows machines, get the First

class email server up and running, Create email accounts. Create

documentation for training classes. Create and Issue assessments before

training classes. Use CBT's on learning new software

Key Achievements:

. Promoted to Technical Software Trainer. Traveling to different Kaplan

centers across the country giving training presentation on various

Macintosh and windows software.

. Trained classes on: New Hire training, How to use a Macintosh, How to

use Windows 98 and NT, Cross Train employees on Macintosh and Windows

9.x, Office 2000

1 ADDITIONAL INFORMATION TECHNOLOGY EXPERIENCE

. Macintosh knowledge of All of Macintosh Operating Systems, Parallels,

VMware Fusion, Firstclass email Server, Mac Microsoft Office 2008,

Creative Suite 4, Font Agent Pro, Filemaker Pro, Mac Authorize 2.0,

Scanners, Digital Camera's. PC, MS Office 2007, beta testing Office

2010, WordPerfect, XP, Windows 9x, NT, 2003 server, Windows 2003 Small

Business Server, MS Exchange 2003, Blackberry Enterprise Server, XP

Professional, Cisco VOIP phones, Ghost and Novell.

. Professional Software VM wave, Support Magic, Remedy, Symantec

Antivirus Endpoint 11 and Ghost

. HARDWARE: Knowledge of all Macintosh platforms. Knowledge of all PC

platforms, SUN OS workstation

2

3 Education & Computer Specifics

B.S. Business Management; Concentration: Marketing, S.U.N.Y Old Westbury,

Old Westbury, NY

Contact this candidate