Technician Technical Support

MATTHEW DOAK

**** * ****** *** • Chicago, IL ****7 • 773-***-**** • ******@*****.***

Information Technology Professional

Experienced IT professional with proven track record of providing concise and

timely technical support to a wide range of clients. Demonstrated ability to manage

a variety of different projects at once without detracting from quality of support of

day to day operations. Varied technical background often provides unique

solutions to complex and multi stage problems.

Technical Proficiencies:

Platforms: Windows NT/2000/2003 Server, Windows XP (Pro and

Home). Mac OS X. Linux (Redhat and Ubuntu). Cisco IOS.

Hardware: Dell, IBM, HP/Compaq Desktops and Laptops. Apple

Macbooks, Minis, and Imacs. Cisco Routers, Switches,

Bridges, and APs. HP, Xerox, and Lexmark Printers and

Copiers.

Software: MS Office XP/03/07 (for both Mac and PC), Visio, Outlook.

Active Directory. Groupwise. Symantec Antivirus, Ghost,

PCanywhere, and Partition Magic. Trend Micro Antivirus.

Microsoft SQL Server. Citrix ICA

Networking: TCP/IP. WLAN (802.11 A/B/G/N). RIP v2. DNS. DHCP

Relevant Experience

S&A IT Services, Chicago, IL (September 2007 July 2009)

Field Support Technician

• On call support for clients in the greater Chicago area.

• Manage several break fix tickets with varying SLAs, ongoing projects, and

installs without any local supervision

• Acted as second line of support for an established off shore help desk

• Traveled across several states, sometimes with very little notice, to solve

break fix issues and assist on critical projects

• Worked in several different environments such as storage warehouses,

containerboard mills, offices, and banking centers.

• Performed warranty service on Dell Desktops and Laptops as needed

• Manage/create User/Computer/Printer accounts in Active Directory

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MATTHEW DOAK • Page 2

Audatex, Ann Arbor, MI (August 2005 September 2007)

Technical Support Representative

• Troubleshot both simple and complex problems both over the phone and via

a variety of remote desktop programs

• Maintained excellent average call times and consistently in the upper tier of

technicians in terms of speed and quality of support, including meeting

requirements for a monthly performance based bonus on a consistent basis

• Created, maintained and updated tickets via Remedy

• Learned legacy operating system (SuperDos) and was able to provide

customer support within 1 week of receiving training. Was able to train

others in SuperDos within 1 year.

• Often asked to assist other technicians in with their more complex issues and

would often take over ticket in order to resolve it for them

Cedarville University Computer Services (January 2001 May 2005)

Senior Student Technician

• Led small team of student technicians in who were responsible for over

3,000 PCs campus wide.

• Assessed and assigned tickets based on the urgency and complexity of the

problem as well the skills of the student technicians below me

• Helped with inventory management and test bench testing of replaced parts

and PCs

• During Summer months helped coordinate campus wide PC replacements

both in dorms and offices as well as prepared replaced PCs for sale

• Often asked to do tasks above and beyond my job description

Education and Certifications

Dell Certified Technician (November 2007 July 2009)

Studied Electrical Engineering at Cedarville University (2000 2005)

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