Customer Service Software

John P. Palazzolo

**** ******* ****** **@*******.***

Falls Church, VA 22043 Mobile:571-***-****

TECHNICAL SKILLS

Operating Systems: Windows 7; Windows 8; XP; MS Windows Server 2003/2010/2013; Android.

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); MS Exchange;

Blackberry Exchange Server; Active Directory; MS SUS; Backup Exec; Adobe Products; Norton Ghost; Symantec

/Norton anti-virus and SEP; installing drivers; Patch Link; WebEOC.

Hardware: HP Servers; HP desktops & laptops; HP printers; HP Digital Senders, Scanners; Other major brand computers

and laptops; Snap Servers; NAS; routers; switches; general computer builds and repairs; hardware installations and swaps;

disk imaging general networking experience (running cables, troubleshooting connections, activating/forwarding ports).

Others: Strong interpersonal skills; Exemplary problem solving skills in regards to software and hardware

issues. Help desk: escalation and documentation on ticketing system, customer service support (email, phone, and in

person); web authoring and publishing: FTP; basic html, PHP, blogs & wikis, SharePoint; BlackBerry configuration; basic

understanding of database and SQL; disaster recovery; leadership experience.

EMPLOYMENT

Computer Consultant

Washington, DC Metropolitan Area 2012-Present

Consultant on a proposal for a government contract.

Installed, configured and repaired hardware and software for small businesses and home owners.

US Senate – Secretary of the Senate – Disbursing Office 2003- 2012

Information Analyst – System Administrator

Installed, configured and supported hardware and software for 70 PCs, 30 printers, 10 Servers, scanners, Digital

Senders, Blackberries and other assorted hardware and software.

Support and train a staff of over 55 users in all Senate supported software.

Support of all non-computer related equipment.

Support of all electronic communication with outside government organizations.

Member of the Senate COOP and disaster recovery team.

US Senate – Secretary of the Senate 1998 - 2003

Information Analyst

Installed and configured software and hardware including desktop PCs, laptops and servers for all 24 departments

in the Secretary of the Senate office using Compaq hardware and Microsoft software.

Backup Webmaster for senate.gov.

Technical support for Secretary’ Staff on the Senate floor while the Senate was in session.

US Senate Computer Center 1988 - 1998

Senior Microcomputer Analyst

Provided oversight, management and technical support for support vendors.

Assist in the evaluation, implementation and support of appropriate software and hardware for PC compatible and

Apple based computers.

Developed and implemented digitized signature for use within the Senate environment.

Developed and implemented specialized fonts used by Senators for speeches.

Developed and implemented specialized applications.

Project leader for technical evaluation team for printer procurement.

Provide technical assistance to Senate staff and other divisions within the Senate Computer Center.

System Administrator for the Senate Computer Center LAN.

REFERENCES

Available upon request.

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