Customer Service Maintenance

PAUL L. HELSTER

The Woodlands, TX ***** ? 713-***-**** ? ********@*******.***

OBJECTIVE

Computer Hardware Technician

SUMMARY

Dedicated IT Professional who delivers highly effective hardware support

services for an extensive HPC and desktop product portfolio. A career

history of providing superior levels of product availability and

unparalleled customer service. Astute learner who quickly grasps highly

technical material, ramps up to tasks rapidly and delivers service with

complete professionalism.

AREAS OF PROFICIENCY

Hardware: Desktops ? Laptops ? HP, Dell, and Intel scalar workstations ?

Motherboards ? Video and Sound Cards ? IDE, SATA, and SCSI Hard Disks ? LCD

and CRT Monitors ? Optical Drives ? HP, Brother, and Lexmark Printers ?

Memory ? Scanners ? Tape Backup Systems ? Fiber Channel Storage ? Ethernet

? IP and Microsoft Networks ? HPC vector and scalar systems ? HPC

peripheral subsystems ? VPN ? WiFi ? Hubs and Routers ? Excellent

Communication Skills ? After Hours and Weekend Support

Operating Systems: Microsoft Windows (XP, Vista, and 7) ? LINUX ? SUPER-UX

Software: Microsoft Office Suite (XP, 2003, and 2007) ? Corel Draw Graphics

Suite 12 ? McAfee Anti Virus Suite ? Zone Alarm Pro ? Remote Desktop ?

PowerQuest Partition Magic and Drive Copy

PROFESSIONAL EXPERIENCE

NEC CORPORATION OF AMERICA, 1991 - 2009 The

Woodlands, TX

Senior Field Service Specialist:

. Provided expert technical support to computer system end-users

including: installing/integrating computer hardware/software in

support of client requirements (microcomputer workstations, printers,

and terminals) resolving common technical problems

. Installed and maintained microcomputer-based desktop operating system

software and diagnostic utilities as part of a standard configuration,

including customizing the workstation and client parameters and

establishing connections to network resources

. Focused on providing excellent customer support

. Utilized resources available to research and answer customer's

questions

. Advised, coached, and taught customers

. Created installation standards that reduced system roll-out time by

20% and delivered a consistent desktop environment to end users

. Ability to work independently or as part of a team

. Delivered superior datacenter hardware troubleshooting and repair for

more than 50 servers

. Repaired and serviced an average of 5 moves, additions, and changes

per month to the facility's PBX and Voice Mail system

. Provided hardware support during nights, weekends, holidays, and

natural disasters

. Supported and implemented hardware projects and new technology

installations

. Traveled domestically and internationally providing HPC maintenance

services to clients

. Devised and implemented a tracking system for over $1,000,000 of spare

parts inventory

. Lifted and transported heavy to moderately heavy objects, such as

computers and peripherals

. Inspected and installed cables in floors and ceilings

. Acted as a liaison with third-party support and PC equipment vendors

. Orchestrated the design, bidding process, and construction of a 2000

square foot computer facility completed on time and within the

$150,000 budget

. Selected and coordinated computer facility maintenance service

providers managing an annual budget of $80,000

. Coordinated the logistics for all domestic and international equipment

and spare parts shipments into and out of The Woodlands Computer

Facility

CONTROL DATA CORPORATION, NOAA/GFDL

Princeton, NJ

Senior Engineer in Charge:

. Managed a staff of 8 field engineers delivering superior quality 24x7

maintenance services for 2 independent supercomputing complexes

located in Princeton, NJ

MILITARY SERVICE, US NAVY USS

Terrebonne Parish (LST-1156)

Lead Fire Control Technician:

. Maintained the ship's Fire Control computers and radar equipment

EDUCATION

CONTROL DATA INSTITUTE (Technical School)

Arlington, VA

. A 2000 hour (10 month) computer education course resulting in an

Associate Electronics equivalency in Computer Technology

PROFESSIONAL DEVELOPMENT/ CONTINUING EDUCATION

. Hands-on WINDOWS XP (Global Knowledge)

. Introduction to Data Communications & Networks (The Learning Tree)

. Computer Network Design & Protocols (The Learning Tree)

. Local Area Networks (The Learning Tree)

. Solbourne Computer System Maintenance (Solbourne Computer)

. SX-3, SX-4, SX-5, SX-6, and SX-8 Vector Supercomputer Maintenance

Courses (NEC)

. Fundamentals of Cooling Parts 1 & 2 (Global Knowledge)

. Managing Extreme Heat: Cooling Strategies for High Density Systems

(Liebert)

AWARDS

. NEC Certificate of Appreciation, substantial contributions to the

development of NEC's business

. NEC Employee Award of Excellence, meticulous planning and trouble free

installations of NEC's SX-4 and SX-5 Vector Supercomputers

. NEC Employee Award of Excellence, the technical lead in the successful

installation of NEC's 16-way Itanium based SMP scalar system

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