Software Sales
Resume:
ART EDWARDS
Wake Forest, NC 27587 7617
h=919-***-**** (best)
***.*******@******.***
OBJECTIVE: NOC Data Center Technician.
SUMMARY: Over seven years experience in tech support engineering, NOC data
center monitoring, desktop support, server builds (hardware and software), backups,
critical server software upgrades, and NT administration. Met or exceeded planned goals.
Excellent written and verbal communication skills. Experience in all versions of NT and
Windows products, TCP/IP, internet, monitoring tools, troubleshooting, Word, Excel,
PowerPoint, and many other applications. Practical problem solving experience.
ACCOMPLISHMENTS:
• Reduced unanswered trouble ticket volume by over 70% with quicker response time
using email or phone to improve customer satisfaction.
• Revised company procedural manuals on essential functions so that untrained
employees could perform the tasks, thereby eliminating the threat of downtime.
• Monitored network and server farm to insure 99.9% uptime, which increased customer
satisfaction.
• A quick learner. Trained as a new hire on Monday and two days later trained other
employees in the same company methodology which improved learning speed and team
building.
Non-IT related work 07/2006 to 08/2013
PROFESSIONAL IT EXPERIENCE:
Computer Consultant, Ellahie Law Firm, San Jose, CA 03/2002 to 06/2006
NT 4.0 Server, Windows XP Home and Pro, Windows 2000 Professional, Windows 98 version 2.
Microsoft Office Suite, NAV installation and administration. Desktop support and Network
support. Computer hardware and software builds of new computers. Troubleshoot and repair of
a wide variety of computer and network problems. White paper internet research to integrate
archaic law programs with new Operating System. Installing backup systems (tape and external
hard drive), Plusdeck2 tape drive, HP printers, hard drive upgrades, ram upgrades, and many
other issues.
NOC Technician, VeriSign Payment Services, Mt. View, CA 06/1999 to 10/2001
NT 4.0 Server, Windows 2000 Server, NT 4.0 Workstation. Mercury SiteScope, and
many proprietary monitoring tools. Outlook. Provided key troubleshooting analysis on numerous
connectivity and server issues including restoring the Registry on a critical server, isolating
“issues” blocking internet connectivity then repairing or escalating the problem. Also took
ownership of moving millions of dollars of money across the internet every day.
ART EDWARDS Page 2
TECHNICAL PROFESSIONAL CONTRACTOR 02/1997 to 06/1999
Provided technical services on contract to the following companies:
Tech Support Engineer, SonicWALL, Inc., Sunnyvale, CA
Windows 95 workstation. Outlook. Issues concerning the following: firewall
configuration, DNS, DHCP, and connectivity. Phone and email support for Sys Admin,
and average PC users. PCanywhere integration, chat integration, anti-virus integration
NAV and McAfee, analysis of almost any network problem. Coordinated with
programmer/developers. Dramatically increased sales.
NOC Technician, Exodus Communications, Inc, Santa Clara, CA
NT 4.0 Workstation. HP OpenView, BMC Patrol, and TNG monitoring and some
configuration. Issues concerning the following: BGP3, Nslookup, connectivity, hardware
and software issues on thousands of servers and other equipment. Communicating with
SysAdmin about problems on their servers and getting the problems resolved.
Network Systems Manager, Outreach and Escort, Inc. Charity, San Jose, CA
Novel 3.12, NT 4.0 Server, NT 3.11 Server, Windows 95, WfW. ccMail, Dr. Solomon.
Hardware, software, and network issues on an aging network. Integrating workstations
with server taxi fleet management software. Some AS400 data entry.
Tech Support Specialist, Philips Semiconductor, Sunnyvale, CA
WfW, Windows 95, NT 4.0 Workstation. Software installation and troubleshooting of
workstations and printers. Installing a variety of software programs such as NAV and
McAffee, Windows Office Suite. IP addressing issues.
Assistant System Admin, Alburger Basso De Grosz, Belmont, CA
Windows 95, WfW, NT 4.0 Server, Novell 3.12. Microsoft Office Suite, Ghost, and
specialized software for the insurance industry. Hardware and software troubleshooting.
Workstation upgrades. Laptops software upgrades. Docking Station integration with
laptops.
Tech Support Specialist, Stanford University, Palo Alto, CA
NT 4.0 Workstation, Windows 95. Over a thousand software installations. Upgrading
workstation hardware with new or second hard drives, CD-rom drives, and sound cards.
IP addressing. Troubleshooting of a wide variety of workstation problems.
System Support Specialist, RSA Data Security, Redwood City, CA
Windows 95, NT 4.0 Server, Unix Server. Wide variety of network and workstation
issues. Software installs of OS upgrades and new applications. Cabling. Workstation
hardware upgrades. Inventory software.
• Solved desktop support issues in minutes instead of an hour.
• Monitored thousands of servers and reduced response time to alarms.
• Completed one month of scheduled desktop support in ten days. Then located old,
uncompleted projects and solved them.
• Developed method of inventorying software while also completing desktop support
projects.
• Increased sales by providing excellent tech support.
EDUCATION and TRAINING:
• B.A., College of Wooster, Wooster, OH
• Lan Tech Specialist, Computer Training Academy, San Jose, CA
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