Manager Training

Mr. Norman E. Stern

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

Piscataway, NJ 08854

732-***-**** (H)

732-***-**** (C)

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

Summary

An awarded desktop support specialist who can resolve problems quickly,

provide training, create documentation, work independently or as a team

member; and who constantly achieves 100% customer satisfaction using good

listening skills, relationship building techniques and technical expertise.

Received the prestigious GMAC "STAR" award for outstanding desktop support.

Skill Set

Dell, HP, Compaq, and IBM computer and printer hardware setup,

configuration, repair, and maintenance; Windows "7", Vista, XP, 2000,

98(all versions), and DOS installation and configuration; MAC OS X 10.6.3;

PC imaging using Ghost or True Image; "push" installations and software

monitoring with Altiris; Anti-Virus software (Norton) and virus removal;

remote capabilities using LogMeIn; Cisco VPN client installation and

configuration; one-on-one or small group training for Windows, Microsoft

Office 2003 and 2007, Email (Outlook, OWA, Thunderbird and other email

clients); network configurations and installations including broadband

implementation, IP addressing, NAS devices (Buffalo, Maxtor, Western

Digital); and routers and switches (Linksys, Dlink, Netgear); system

migrations and deployments. Mobile devices including Blackberry and Windows

Mobile Smartphones. Trouble ticketing systems (Numera Track-It). Excellent

interpersonal skills. Other skills include having instructed the CompTIA A+

computer hardware certification course at a local technical school.

Employers, Titles and Major Accomplishments

BrookfieldRPS / GMAC Home Services / Gloria Nilson GMAC Real Estate

Red Bank, NJ

January 2005 - December 2009

Desktop Support Specialist

Computer Imaging:

Created, installed and configured new Windows images for 300 Dell

computers. Able to successfully complete this task in the time frame

allowed saving the company millions of dollars. Managed a small staff of

technicians that assisted in this project.

Network Implementation:

Redesigned and implemented both the Local Area Network (LAN) and Broadband

interfaces at each of the companies 16 locations enabling staff to

successfully use their laptops and print documents at any of the office

locations.

Hardware / Software Problem Resolution:

Successfully resolved all hardware and software issues that occurred with

the 300 Dell computers and 75 HP printers that were in use. Provided Dell

with problem resolution scenarios that they now utilize as part of their

problem resolution database.

Training:

Provided one-on-one and small group training to novice and intermediate

level computer users when requested. Training involved learning the basics

of Windows 7, Vista and XP along with Internet Explorer and Microsoft

Office. Provided additional training on the use of Smartphones such as

Blackberry and phones using the Windows Mobile operating system.

Mr. Norman E. Stern - page 2

Documentation:

Created simple-to-understand user level documentation describing the

various processes they would encounter in performing their daily functions.

This resulted in making the users more

productive, quicker, and more self-sufficient.

Research:

Able to successfully use the internet to resolve complex issues that may

not have been encountered previously. Researched and resolved an

authentication issue between the Outlook Web Access (OWA) email

application, Internet Explorer 8 and the Exchange email servers; passed the

resolution onto the email provider who implemented the correction.

Vendor Management:

Managed Dell, HP and Savin vendors to implement corrections or reduce

costs. Discovered a major manufacturing defect in 75 Dell desktop systems

and had Dell repair the systems at no cost to our company.

Associate Management:

Managed subordinates during a major Windows redeployment effort that was

completed on time. This resulted in saving the company several hundred-

thousand dollars in possible legal costs.

Touch Dynamic

Rahway, NJ

April 2004 - December 2004

Senior Computer Assembler:

Built and configured specialized computers for the gaming and restaurant

businesses.

Avtech Institute

South Plainfield, NJ

August 2003 - April 2004

Instructor:

Instructed students in computer assembly and repair by teaching the CompTIA

A+ computer hardware certification course in the evenings.

Blackstone / Builders First Source

East Brunswick, NJ

April 1994 - February 2003

IT Department Manager

Worked directly under the company CFO; managed a small staff of associates

that were responsible for implementing and maintaining various custom

applications designed for the building materials distribution business.

Designed and implemented additional functionality into the core business

applications. Many of these additions were ultimately included in the

vendors standard package offerings resulting in saving the company over

$250,000.

Researched and replaced the companies NCR server with a new HP 9000 UNIX

server. This increased overall productivity by reducing processing time an

average 75% thus increasing profitability.

Mr. Norman E. Stern - page 3

Replaced 80% of the companies "dumb" terminals with networked PC's. This

allowed managers to interface with vendors quicker thus reducing the time

to bring in products. This resulted in an average sales increase of 20% the

first year.

Additional Professional Experience

AT&T

Piscataway, NJ

Manager

Worked with Bell Labs engineers to create, implement and test the StarLAN

local area network. This design was the forerunner of today's standard LAN

designs.

Operated within a testing facility that worked with Olivetti to insure

standards compliance of new AT&T PC's before their release to market.

Tested a new, multi-million dollar, high resolution imaging system at the

vendors facility in Culver City, California prior to allowing it to ship to

New Jersey. The equipment had to meet a set of rigid specifications that

Bell Labs and I had engineered.

Worked with AT&T's training facilities to design and implement a new online

training registration and tracking system. The new system reduced costs and

allowed faster and more efficient registration of classes thus increasing

revenues for the company. Received two AT&T Director awards as a result of

my work.

Education

Master of Science Degree - Monmouth University, West Long Branch, NJ

Awards

Received two AT&T Director awards for outstanding teamwork and new

technology usage.

Received the GMAC "STAR" award for outstanding Desktop Support.

Contact this candidate