Jerry J. Wilus
Philadelphia, PA 19124
OBJECTIVE
To acquire a position as a computer professional with a company offering
special challenges and an opportunity for growth.
EDUCATION
Control Data Institute, Philadelphia, PA (Graduated 1984)
Completed 853 hours of individualized instruction in the Computer
Technology Course, which included Basic Electronics, Introduction to
Computer Systems, Central Processor (hardware and software),
Telecommunications and Microprocessor Principles. Acquired hands-on
experience with the CDC Cyber 18 Computer and Peripheral Devices.
Performed troubleshooting and repair of Visual Display Terminals, Card
Readers, Drum Printers, Tape Drives and Disk Storage Equipment using an
Oscilloscope, Multi-meter and Operational Diagnostic System. Also studied
assembly, disassembly, diagnostic testing and operation of the equipment.
Although I was working as well as going to school, graduated with an 88
average.
Northeast Catholic High School, Philadelphia, PA (Graduated 1982)
Received two years of Electronics training, which included instruction on
Color Codes, Currents, Resistance, Voltages and Power in both series and
parallel circuits. Also studied Number Systems and Digital Electronics.
Served as member of the school's TV and Audio Visual Club for one year.
Duties included filming and setting up microphone volumes for various stage
productions. Graduated with distinction in the top 15th percentile of my
class.
WORK EXPERIENCE
Parmetech, Inc. December 2007-Present
Hired as a Service Manager/field technician. Provided repair and
maintenance on printers from various manufacturers including Hewlett
Packard, Xerox and Lexmark. Also performed installation and setup of these
devices including network setup, scan to e:mail, scan to network, and
Pagepack software installation. Achieved more certifications including the
newest Xerox MFP devices (Workcentres 4118, 4150 and 7345) by attending a
week long training class in Chester county. Also added HP certifications
including the LaserJet 2400 and 3500 series printers. Management duties
include setting up the daily schedule, placing warranty parts orders, and
keeping upper management informed of ticket status. Worked with customers
such as Lankenau, Bryn Mawr and Paoli hospitals as well as Philadelphia
Insurance Company, University of Penn and Drexel Colleges.
Siemens Business Services (formerly ENTEX IT Services) April 1997-November
2007
Initially hired as a customer engineer. Advancements included promotions
to senior customer engineer, call coordinator and help desk/triage group.
Responsibilities included the repair and maintenance of computer equipment
and peripherals from vendors including Hewlett Packard, Compaq, IBM,
Toshiba, Lexmark, Gateway, Xerox, Stratus, EMC and Dell. Performed service
and move/add/changes for some of the most recognized fortune 500 companies
(Hartford and Liberty Mutual insurances, HP, Toshiba, DHL, Experian,
Provident Mutual, Astrazeneca, Cigna and Mc Donald's). Am certified on all
the latest equipment and also received my MCP in Windows 95/NT. Recently
achieved my Server+ and Network+ certifications as well as being A+
certified for over 10 years.
While a call coordinator, I was in charge of assigning calls to the
technicians, making sure their calls were consistently updated with time
and comments. Also assisted in closing out calls when the technicians were
finished. Interacted with management and vendors on a daily basis to
ensure that the calls were completed to their satisfaction. Ran weekly
and monthly reports to track technician performance and verify the calls
were being closed within our SLA. Assisted the manager with quarterly
reviews.
As part of the help desk/triage group, I viewed calls in a designated que,
and, based on the complaint, ordered parts I thought would correct the
problem. Worked with HP partsurfer and IBM/Toshiba e:claim websites or
vendor technicians to obtain correct FRU numbers. When my que was empty,
assisted other triage technicians who were working with tickets in other
que's. This was only supposed to be a pilot program, but I was asked to
stay on full time based on my performance.
Tandy Corporation March 1984-April 1997
Started with Tandy right out of technical school. Worked on computers
manufactured by Tandy starting with the Z80 microprocessor up until Tandy
opened the Computer City chain, which allowed me to work on computer
equipment and peripherals from other vendors such as Hewlett Packard,
Compaq, Canon, Toshiba, Packard Bell, Acer and AST. Performed component
level repair initially using oscilliscopes and DVM's until vendors went
with FRU's. Also performed upgrades and installations while customers
waited. They ranged from simple memory and CPU upgrades to hard drives,
I/O cards and multi-media kit installations.
PERSONAL
Possess excellent time-management skills as well as the ability to interact
with people on a professional basis. Hobbies include fishing, playing golf
and spending time with my family.