Summary

Expert proficiency in the MS Office suite (including intermediate-to-advanced VBA programming of Word and Excel) and several other industry-standard application and utility programs such as Adobe Acrobat® and Norton Ghost®

Expert knowledge of all workstation versions of Windows through Win10, both user interface and internals such as the Registry

Expert knowledge of PC and laptop hardware configuration, upgrading, and troubleshooting

Experienced in workstation TCP/IP configuration and troubleshooting, and in host configuration of common flavors of consumer broadband (bridged Ethernet, PPPoE, PPPoA, cable), remote access, and Internet security issues and measures

Advanced knowledge of the Windows command line and scripting, including some Windows Management Instrumentation (WMI) programming via VBA/VBScript

Advanced knowledge of HTML/CSS and beginning knowledge of PHP and good knowledge of WordPress

Expert knowledge of fonts, graphics, application interoperability, and application-level format conversions

Professional-level page-layout and graphic-design skills using Adobe InDesign® and CorelDraw®

Strong focus on customer service and satisfaction from initial contact to issue resolution

Excellent written and oral communications skills and the ability to work harmoniously with diverse personal styles, genders, and cultures

Employment History

Threshold Systems, Seattle WA 2012 to Present

Sole-proprietorship in freelance consulting, plus contract work through various job shops, focusing on computer system configuration, troubleshooting, maintenance/upgrades, malware removal, and custom graphic design and website maintenance. Some lightweight VBA programming, most recently a do-all engine & front-end for Weslake Hotel’s Excel DVD database. Code sample upon request.

ICON Clinical Research, North Wales PA July 2010 to August 2012

Contract QC Specialist for this pharmaceutical Contract Research Organization

Complex document assembly and quality-checking (INDs and CSRs) for client pharmaceutical companies pursuant to U.S. Food & Drug Administration submissions processes

Development/modification of MS-Word user templates, custom Word toolbars, and supporting VBA programming, and repair of damaged/corrupted MS-Word files

Medarex, Inc., Bloomsbury NJ May 2008 to August 2008

Document Specialist (contract) for this small pharmaceutical company

Complex document assembly (INDs, CSRs, protocols, SOPs, and annual reports) in MS-Word and Adobe Acrobat pursuant to FDA submissions processes

Development/modification of MS-Word user templates, custom Word toolbars, and supporting VBA programming

Duck Flats Pharma, LLC, Flemington NJ October 2006 to April 2008

Document Specialist for this Contract Research Organization in the pharmaceutical industry

Complex document assembly in MS-Word pursuant to FDA submissions processes

Creating financial and other reports in MS-Excel

Development of VBA-automated Word and Excel forms, reports, and custom application toolbars for use in-house

Office computer/printer/LAN/WAN, MS-Office software/hardware maintenance, installation, and troubleshooting

Seanet Internet Services, Seattle WA February 2001–February 2002

Customer-support technician for the largest independent Pacific Northwest Internet Service Provider

Provided telephone and email technical support for dial-up and DSL customers.

Managed the “abuse desk,” resolving complaints about spamming, port-scanning, and virus issues on systems inside and from outside the Seanet net-blocks

Art Institute of Seattle, Seattle WA October 1999–June 2000

Instructor

Taught “Computer Applications,” a required course on basic computer skills at this accredited art college, with specific attention to developing competence in MS-Word and MS-Excel.

Microsoft Corporation, Redmond WA July 1990–May 1998

Product Support Services senior support engineer

Provided technical support via telephone, email, and the Web for MSWord (and, by extension, related MSOffice and Windows system-level issues)

Personally specialized in graphics-handling and font/printing issues

Supported all versions of Word for Windows from 1.1 through Word '97, plus the OLE “applets” (e.g., Equation Editor, WordArt) and interoperability with other Microsoft and major third-party applications (e.g., Adobe PageMaker® and CorelDraw®)

Three years as an “escalation engineer” (hot unresolved issues, callback only, 1995–1998) and staffing a second-tier phone line as a real-time consultant to outsource call centers

Wrote/updated/tech-reviewed over 127 articles for the Microsoft Knowledgebase

Microsoft Certification (MCP) in MS-Word and Windows95

Was one of three "Beta Support" engineers for Word6 and Word7, and wrote four of the macro programs included with those versions (the two font-sample generators, a one-click plain-text export, and some underpinnings in the Internet Assistant). Am listed in the developer credits “Easter egg.”

Trained new engineers on product usage and issues

Set up and maintained the support-unit fax server

Education

The Evergreen State College, Olympia WA BA Degree in Counseling

Bellevue College, Bellevue WA AA Degree

Other Related Training

Various by Microsoft, as necessitated by the tasks of my job, including internals of all versions of MS-Office and all versions of Windows through Windows NT 4, including Server.

Completed 21-hour “Supporting Windows 95” training through Bellevue College in preparation for Windows95 MCP test

Completed “Essentials of Printing and Prepress,” a six-hour course given by Rockhurst College Continuing Education Center (a division of Rockhurst University, Kansas City) in May 1998

Other Activities

25 years experience as a teacher of meditation

Volunteer at a local food bank

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