Customer Service Technician

.

corwin

burrowInformation Technology

Corwin A. Burrow

**** ****** ** # *** * Greenbelt, Maryland 20770 * 434-***-**** * **********@**********.***

U.S. AIR FORCE Veteran " 8-year tenure " SECRET Security Clearance. Polygraph based on a Single Scope Background.

Certified

EDUCATION

BA, Business Administration, Expected Sept 2013 * American Intercontinental University (AIU)

SUMMARY OF QUALIFACTIONS

Experienced and detailed oriented Professional with superior customer service in Information Technology and Help Desk Special skills in communications. In addition, I work well in a fast paced team environment and skilled in upgrades of systems and migration. I also possess a special skill in organizing complex projects, defining project priorities. I was lead Technician for upgrades to all U.S. Presidential Libraries nationwide. Core Competencies include:

High degree of professionalism Excellent interpersonal skills * Outstanding leader

PROFESSIONAL EXPERIENCE

TEAM LEAD

POMEROY-HP, MCKESSON CORPORATION

RICHMOND, VA

February 2007 to March 2011

Configured software, repaired hardware. Managed all aspects of assignments from start to close.

Deployed new corporate desktops and laptops as part of the PC Refresh Project. Performed data backups and restoration of all PCs. Maintained the maintenance of all servers. Interacted daily with onsite staff for computer issues. Managed the quality, content, of all technical tickets. Worked daily with the Client communicating through email, conference calls. Prepared vendor invoices for all software, hardware purchases.

IT MANAGER

TRAUNER, COHEN & THOMAS, LLC

ATLANTA, GA

January 2006 to December 2006

Refurbished laptops, desk stations, test stations, and various computer components. Executed daily operations of systems maintenance. Responsible for problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company network. Maintained and setup new security accounts for Windows NT 4.0 Server.

COMPUTER TECHNICIAN

CARROLL COUNTY GOVERNMENT

CARROLLTON, GA

April 2005 to October 2005

Lead Computer Technician in a 400 PC environment. Installed and configured/upgrade the equip-ment as required. Duties comprised of technical troubleshooting with Banyan and Novell LANS as well as installation of a variety of network topologies which included: IBM Token Ring, 3Com Ethernet, SMC Arcnet, Pronet10, Micom & PC Net. Provide 2nd level field service assistance in diagnosing and repair at client site. Provided Help Desk Management and Support for Network Operating System (i.e. Banyan/Novell) as well as software application support (i.e. Wordperfect). Performed system admin functions on in-house system. Integrated Network Servers, gateways and ensure proper operation of the Network. Responsible for maintenance of Banyan subscription services, which included handling upgrades, patches/fixes and technical information.

Provided technical expertise in the area of LAN technical support as well as pc maintenance and repair. Provided on site Network Administration when designated. Manned one of the company's largest Banyan LAN installations, providing network administration, LAN technical support and network communication support on 3270 SNA, SYNC, ASYNC PC Dial-In and Server-to-Server Connections

COMPUTER SYSTEMS ANALYST

PC HELP SYSTEMS

ATLANTA, GA

February 2004 to March 2005

Lead technician in upgrades and migration of snap servers in 37 states nationwide. Managed the ghosting of PCs. Upgraded switches, routers, and servers

REGIONAL SITE COORDINATOR

ARLINGTON COUNTY GOVERNMENT

SHIRLINGTON, VA

September 2002 to September 2003

Lead Computer Technician for Arlington County Government. Maintained configuration and installation of over 900 Dell PCs. Managed and led the converting token ring to Ethernet project in Puerto Rico. Managed and led rewiring patch panels in server project in Puerto Rico.

SYSTEMS ANALYST III

ARLINGTON COUNTY GOVERNMENT

ARLINGTON, VA

November 2000 to September 2002

Refurbished laptops,desk stations, test stations, and various computer components. Responsibilities included problem detection and solving, fixing and reinstalling software and hardware, and main-taining the company network. Maintained and setup new user security accounts for Windows NT 4.0 Server. Repaired and upgraded hardware and software for PC systems. Installed and interfaced computer hardware including multimedia, memory and video components and systems. Configured hardware to computer systems such as: hard drives, video cards, sound cards, SCSI devices, printers and scanners. Managed technical support to end-users in hardware/software proficiency.

Installed and configured Novell servers and workstations using Ethernet CAT5 cables. Installed network using Ethernet topology, spliced cables, laid cables and installed computers. Compiled and installed IBM servers using Novell and setup workstations. Analyzed, installed, trouble-shooting, planning for Arlington County Government. Escalated help desk support for the U.S. GroupWise Administrator. Configured TCT/IP addresses

911 DISASTER PREPAREDNESS RECOVERY TEAM

Arlington, VA

September 11, 2001

Reported to Commanding Officers in the Pentagon on the Arlington County Government Server Network Department. Maintained backup Servers on Microsoft Server 2003, Novell, AS 400, and NT. Monitored security server health and disk space through admin tools

TRAINING:

Certified Dell ISP

Systems- Windows XP, Windows NT Workstations and Server, Windows 95, Novell

Hardware- Cisco 2600 Series Routers, Switches, Compaq Desktops and Servers, Citrix, Blackberry, Palm

Software- Calendar Creator, Lotus, Quattro Pro, Windows Office Suite, Outlook, Groupwise, Remedy, Ghost, MacAfee and Norton Anti-virus, Telnet, Cheyenne Backup, Frame Relay, and Cisco VPN Client. Networking- WINS, DHCP, HOSTS, TCP/IP, IPX-SPX, IPVPN

PERSONAL SKILLS

Maintains a high degree of professionalism in behavior and manner. Adapts quickly and effectively to a changing environment. Makes sound decisions and interpret security policies. Self-motivated, possess outstanding organizational, verbal and written communication skills and a tremendous memory for attention to detail. A team player. Exhibit excellent interpersonal skills, outstanding leadership, strategic vision and corporate knowledge ensuring continuity of operation. Well adapted to multi-tasking and short suspense dates with a proven track record to take charge of situations, identify and resolve problems, and bring all matters to a successful closure. Proficient researcher who is capable of exploring and presenting viable options and recommendations for various security issues.

CREDENTIALS

Technical Proficiency: Windows 7, Vista, and XP. MS Office XP 2003 and 2007, Word, Access, Excel, PowerPoint, Outlook. Remedy ticketing system. Norton Ghosting.

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