Software Manager

Tim Smith

**** ***** **. # *** *******, Texas ***65 C: 504-***-**** *********@*****.***

IT Support Specialist

With over 12 years of experience in the Information Technology field with an emphasis as a network/desktop technician, I am currently seeking an opportunity to utilize and expand my acquired skill set with a growth-oriented, fast-paced, progressive organization.

Computer Skills: Proficient in the following:

*LAN/WAN system support Working with hubs/switches/routers

*Install and maintain Windows 95/98/NT/2000/XP/7 *Troubleshooting 95/98/NT/2000/XP/7

*Crimping and punching down cat 5 cable RJ 45 *Trace Network Connectivity

*Novell Netware/GroupWise Wireless/Access Point

*NetIQ Directory and Resource Administrator *Windows Server 2003 Active Directory

*Netkeeper Database Software Symantec (Ghosting)

*End-User Training Identity Management and Account Exchange

*Track-it Software Scanning documents

EXPERIENCE

Arcata/NASA Shared Services Center, Stennis Space Center, MS 09/2010 – Present

IT Support Specialist

• Provide senior-level IT customer assistance and problem resolution in a multi-customer contact center environment that services the entire NASA workforce (18,000 civil servants plus 32,000 contractors). The NASA Shared Services Center Enterprise Service Desk is a centralized organization that supports IT services for all NASA locations across the United States.

• Respond to customer calls, e-mails and web inquiries; providing a single point of contact for reporting problems, making inquiries, and obtaining guidance about any and all services provided by the Enterprise Service Desk. Personally assist 50-100 customers per day.

• As member of the Service Monitoring Team, responsible for oversight of 40 agents.

• Supervisor of Cisco Workforce Management Software.

• Apply knowledge in the IT support functional area, analyze inquiries, and augment knowledge with reference materials as needed.

• Provide responses and take appropriate action to resolve customer inquiries.

• Interact with customers and other agents and escalate issues to a higher level if required.

• Contribute to a knowledge database to ensure up-to-date information is stored and utilized.

• Received NASA Group Achievement Award (August, 2012) in recognition of exceptional performance in developing and implementing the Enterprise Service Desk.

• Received Customer Satisfaction Award (June, 2011) presented by the Program Manager for outstanding preparation and execution for the Enterprise Service Desk Critical Design Review.

• Received a Space Shuttle Program Manager’s Commendation (August, 2011) in recognition of my dedication, commitment to excellence, and achievements in support of the Space Shuttle Program.

Tim Smith Computers, New Orleans, LA 01/2001 – Present

Owner/Consultant

• Advise business and home-based clients regarding all aspects of hardware, software, and computer networking. Customize recommendations based upon individual client needs.

• Personally visit client sites and share the computers in the office.

• Connect wireless and access points in an office and home setting.

• Troubleshoot all areas of computer function; repair or upgrade as needed.

• Perform software installation.

Triple R Truck of Sunrise, LA, L.L.C., New Orleans, La 11/2006 -- 03/2010

Owner/Operator

• Independent operator of dump truck service.

CIBER, INC., City Hall, New Orleans, LA 11/2005 -- 07/2006

Desktop/Network Support Technician

• Oversaw the daily operation of computer systems and networks, ensuring superior performance.

• Created Active Directory accounts for all users.

• Monitored Network System Servers.

• Created and used standard Ghost images for workstations.

• Updated and maintained Ghost images.

• Resolved user issues with Microsoft Office 2000, XP (particularly Word and Outlook).

• Responsible for monitoring and troubleshooting network access issues with Cisco routers and switches.

• Resolved network printing issues, document problems and associated resolutions in Track-It, tracking system.

• Interfaced with vendors and resellers to obtain quotes on new software/hardware and tracked the status of items ordered.

• Successfully rolled out Windows XP Professional and Electronic Police Reporting Software to 1,500 users.

• Assisted users in Disaster Recovery (laptops, desktops, servers, printers).

Touro Infirmary Hospital, New Orleans, LA 7/2004 – 01/2006

Network Support Technician

• Troubleshot: Network connectivity, Switches, Routers, Network Protocols.

• LAN, WAN VPN, Network Mapping and Windows Servers.

• Software installation and troubleshooting: Ansos, OasGold, EMstation, EM Tracker, Vital Works, Virtual Network Connection, Windows 95/98/NT/2000/XP, Novell NetWare, Microsoft Office 2000 and XP, Monitor Network System Servers/backup data.

Southern University at New Orleans, New Orleans, LA 01/2001 -- 11/2005

Network Support Technician/Supervisor/Instructor

• Provided technical support to 600-700 end users of PC-based business applications.

• Successfully set up a computer lab consisting of 32 computers, 3 network printers, 1 scanner, 1 switch (Cisco 2800 Series).

• Instructor and supervisor for 51 students enrolled in the Educational Talent Search Program.

• Assisted students with various software applications.

• Installed and maintained Windows 95/98/NT/2000/XP and Novell NetWare, GroupWise

• Network software/hardware for LAN/WAN system support.

• Evaluated and installed primary and peripheral computer and networking hardware including, but not limited, to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets.

• Provided software help, network administration, and hardware troubleshooting campus-wide.

• Utilized Helpdesk software to create tickets and take inventory of all equipment.

• Upgraded network hardware and software components as required; install, upgrade and configure network printing, directory structures, rights, security, and software.

• Provided Desk Support assisting customers and answering user questions concerning their access to resources on the network.

• Maintained computer labs and printers.

• Proficient in Anti-spyware and Anti-virus software (Spybot, E-trust, McAfee, Norton).

• Proficient in TCP/IP networking, DNS, DHCP, VPN.

Education:

Bachelor of Science Degree in Computer Information Science, 2004, Southern University at New Orleans

Bachelor of Science Degree in Criminal Justice, 1998, Southern University at New Orleans

Certifications:

A+ Certification

Network+ Certification

Security+ Certification

CCNA Certification in progress, testing to be completed within 60 days

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