Sql Server Technical Support

Doug Richey

*** ** ***** ***

Danbury, NH *****

603-***-****

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

Objective

Currently seeking a challenging, long-term position in the Information

Technology field. Professional references are available upon request.

Skills

Microsoft Office Suite

Microsoft Projects

Microsoft Visio

Microsoft 2000, XP, 2003, Linux, UNIX, Mac OS X

Installation and upgrade of operating systems

iCAD equipment, both software and hardware

Cisco Routers and Switches

Windows 2003 server and Windows 2002 SQL server

Network Point of Sale equipment

Blackboard Learning System (BBLS)

Cloning Software

VMware ESX

Professional Experience

2007-Present iCAD, Nashua, NH

Technical Support Specialist

Answer, evaluate, and prioritize incoming telephone requests for

assistance from users experiencing problems with ICAD equipment.

Communicate and document all customer related activities into service

database. Handle problem recognition, research, isolation, resolution and

follow-up for routine user problems. Referring issues requiring escalation

as per company procedures. Configure equipment in a variety of

networked configurations including but not limited to PACS and DICOM.

Obtain remote access via VPN or Dial-in. Coordinate RMA replacement

and field service personnel and ensure the receipt of equipment by

customers. Maintain a professional attitude and demeanor at all times.

Manage difficult customers and meet customer expectations effectively

and professionally.

2005-2007 Robert Half Technologies, Manchester, NH

Blackboard Technical Consultant

Network Administrator for the Blackboard Learning System (BBLS) at

Saint Anselm College.

Add and remove users, assign passwords, write documentation, hold

training classes, write SQL scripts to retrieve data, analyze data, create

courses, archive courses, maintain Windows 2003 server, maintain

Windows 2000 SQL Server, streamline effectiveness of the BBLS for

classes, instruct professors on proper use of the BBLS, instruct faculty and

students how to utilize the Microsoft Office suite, and anything else as

needed.

2001-2005 Blackboard Inc, Phoenix, AZ

Systems Specialist

Certified System Administrator for the Blackboard Learning System.

Configure servers for customs software packages. Troubleshoot and repair

servers, desktop computers, Point of Sale equipment, and printers. Provide

customer support over the phone. Level 5 technical support. Setup

peripherals through TCP/IP and Serial connections. Oversee the day-to-

day operations of the production floor. Install equipment onsite when

needed.

Education

2008 University of Phoenix Online

BSIT Information Technology

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