Carolyn Charno, Microsoft Certified Application Specialist Instructor, MCT, A+, Network+

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

Binghamton NY 13905

607-***-****

abnhb7@r.postjobfree.com

SUMMARY:

• Dedicated adult educator with over 15 years of experience in technical instruction, database

application development and system administration. Excellent oral and written communication,

interpersonal and troubleshooting skills.

EXPERIENCE:

Current tech tip advisor for News Channel 34’s Thursday Night Broadcast. Sponsored by Computer Emergency

Room.

Assume responsibility for installation, upgrade and overall maintenance of PC desktop systems, software and

peripherals.

Ensure appropriate desktop virus, security restrictions to meet company policies.

Maintain the inventory for all owned or leased IT equipment.

Within established procedures, respond to end-user requests for technical support, and assistance. Diagnose and

troubleshoot problems with PCs, software, communications devices, servers and network connections as required.

Assume responsibility for user account management, AD/domain accounts, email accounts, security administration,

and other user account administration tasks.

Provide support and assistance to System Administrator(s), Network Engineer and Telecommunications systems

staff in the delivery of end-user support, and systems maintenance.

Independent Consultant for dataBased Intelligence creating custom courseware for dBase 2.6.

Technical Instructor for CYBERCity delivering Microsoft Access, Word, Excel, Publisher 2003 and 2007. Using

Element K’s course materials.

Consulting services for CYBERCity delivering custom one on one training for Access 2007.

Technical Training Salesperson for CYBERCity. Responsible for calling and marketing CYBERCity’s training

classes.

Classroom Preparation and Design including using Virtual PC and Virtual Server.

Managing and participating in all the training responsibilities within a project team, including: preparing and

maintaining a project plan, scheduling classes, interacting with all levels of employees

Preparing and conducting pre and post training assessments and evaluations

Coordinates with user groups to ensure that information presented is current and accurate.

Develop and administers evaluation materials used to assess the effectiveness of training programs.

Creates and maintains training-related project plans which identify individual tasks, responsibilities, establish

deliverable dates and track progress.

At least three years experience as a corporate trainer and/or instructional designer, or equivalent combination of

education and experience.

In-depth knowledge of authoring methods, text formatting and screen design requirements for the on-line preparation

and display of self-paced instructional and computer accessible job reference materials.

Demonstrate presentation skills and strong written and verbal communications skills.

Knowledge of training delivery and development methodologies.

Specify configuration and initiate purchasing of computers and accessories

Provide technical support at dataBased Intelligence. Responsible for providing software support for dBase and

dQuery over the phone, WebEX and desktop support.

Provided 1st, 2nd and 3rd level technical support at Time Warner Cable. Responsible for providing workstation

hardware/software support which included upgrades, installations and configurations for support over multiple

platforms over the phone, VNC remote and desktop support.

Supported local area network servers/workstations including 550 user LAN, AS400, and related communication

equipment providing LAN/WAN capability supporting all required operating systems (NT4.0 on up to and Windows

2003 servers) protocols (including TCP/IP, WINS AND DNS). Management of replacements/upgrades of existing

workstations and server hardware, software and printers. Maintain hardware/software inventory (servers,

workstations and peripherals).

Provided level 2 technical support for Global Accounts Payable and Global e-business Development Center.

Responsible for providing workstation hardware/software support which included upgrade, installation and

configuration support over multiple platforms.

Supported local area network servers/workstations including 3000 user LAN, 3270 gateways, OS/2 servers and

related communication equipment providing LAN/WAN capability supporting all required operating systems (NT4.0,

Novel 4.11 and OS/2) protocols (including IPX, TCP/IP). Management of replacements/upgrades of existing

workstations and server hardware and software. Maintain hardware/software inventory (servers, workstations and

peripherals).

Provided telephone and on-site technical support as a Help Desk Analyst at Lockheed-Martin Federal Systems.

(First-level support in 2500+ user multiple- OS (Win 95, Win 3.1, OS/2) PC LAN environment.

Strong background in Novell Netware, Windows NT and AIX. Configured and administered LAN/Wan servers.

Installed and maintain various network hardware and software for regional TCP/IP – IPX networks at Modern Marking

Concepts.

Provided technical training to customers in analysis, development, and enhancement of Telemagic for Windows.

(Telemagic is a relational contact management database)

EXTENSIVE KNOWLEDGE OF THE FOLLOWING:

SOFTWARE PRODUCT EXPERIENCE DETAIL

Microsoft Access/dBASE RDBMS

Microsoft Excel/Word/PowerPoint/Outlook/Visio/Publisher

Microsoft Project

MS SQL

EMPLOYMENT HISTORY:

02/09 - Helpdesk Technician, BAE, Binghamton NY

Present

Desktop Support Technician, Microdyne, Binghamton NY

11/08-

01/09

01/07 – Independent Consultant dataBased Intelligence, Vestal NY

Present

01/07 – Computer Trainer / Sales Engineer CYBERCity,Binghatmon NY

05/08

08/04 – Technical Services Director dataBased Intelligence, Technical Services

01/07 Director, Vestal NY

12/03 – Temp work with the Computer Merchant, Manpower and small business

08/04 in local area.

08/02 – Help Desk Specialist Time Warner Cable, Vestal NY

11/03

06/00 - Technical support (CTG) IBM Endicott, Global e-business Development

08/01 Center, Endicott NY

03/98 – Information Analysts Help Desk Level 2 (CDI) Lockheed Martin,, Owego,

06/00 NY

03/97 – Information Analysts Help Desk Level 1, (CDI) Lockheed Martin, Owego,

03/98 NY

02/96 – Information Systems Specialist Modern Marketing Concepts, Endicott NY

03/97

CERTIFICATIONS

• Microsoft Certified Application Specialist Instructor in Vista, Excel, Access, Word, PowerPoint, Outlook 2007

• Microsoft Certified Trainer 2008

• CompTia A+ Certified 2007

• CompTia Network+ Certified 2008

EDUCATION:

A.A.S. Marketing/Management Broome Community College

Ongoing studies at Broome Community College, in Computer Information Systems

FKA Instructional Techniques 2007

Poised and Powerful Public Speaking

Installing, Configuring & Troubleshooting SQL Server

SQL Fundamentals of Querying & SQL Advanced

Implementing Microsoft Windows 2000 Professional and Server

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