Customer Service Sales

Stephen Pollock

*** ***** **** *** *, Seattle, WA 98109 ? *********@*****.*** ? 508-308-

4329

Information Technology Professional

Microsoft certified IT specialist offering over fifteen year's outstanding

computer experience with superior client-facing social and technical

support skills. Windows desktop and server hardware and software support,

consulting, and project management. Consistently increasing knowledge of

various systems, changing technology, and corporate procedures with broad

industry exposure, certifications, and training. Excellent communication

and diagnostic skills, routinely solve problems, and rarely escalate

issues.

Technical Experience

* Hardware: HP/Compaq Proliant servers and blades, Smart Array and RAID 1-

5, manual and IP switch boxes, PC and Macintosh desktop and laptop

computers, HP printers/Jet Direct, thin-clients, modems, broadband

wireless, all smartphones.

* Software: MS Office, MS Outlook, MS Exchange, Lotus Notes, Symantec

Ghost, Altiris Server Management, HP Smart Array, Symantec anti-virus,

Cisco VPN, Landesk Management Suite, Sysprep, SMS, HP SIM and Mercury

server monitoring, HP Service Center, Citrix client.

* Operating Systems: Windows 95 - 98 & NT - Windows 8, DOS, Linux, Mac OS X

and iOS.

* Servers: Windows NT, Server 2003 - 2008, BlackBerry Enterprise, VMware

GSX & ESX, Citrix Presentation, Synchrologic.

* Certifications: MCSA, MCP, Network+, A+ Certified.

Professional Experience

IT Contractor, MAR 2010 - Present

Hired as a technical contractor for short-term projects for Fortune 500

companies including Raytheon Company and Staples, Inc. Used my industry

experience and skills to quickly adapt to unique computing environments in

order to make an immediate impact and drive results. Performed enterprise-

wide desktop deployments and upgrades using Altiris and Windows Deployment

Services. Configured mail clients and user profile redirection and GPO

access in an Active Directory environment. Independently resolved various

Tier 2 server and desktop call incidents including LAN connectivity, server

client connections, and the latest Windows 7 functionality and compatible

software. Created technical documentation and training manuals to

streamline departmental procedures and policies.

THE TJX COMPANIES, INC., Framingham, MA, MAR 2004 - OCT 2009

Technical Analyst

Senior analyst promoted to manage multiple technical projects, Windows

server builds and support, and server hardware and software monitoring.

Key Contributions:

. Monitored the hardware and software health status of several hundred

corporate servers in order to proactively minimize downtime. Designed,

configured, and maintained a Citrix server network for local and

remote office application efficiency and centralization.

. Built and deployed Windows servers for local and IP storage, file

sharing, and databases. Installed patches, and configured servers for

anti-virus, backup, and real-time monitoring services.

. Provided in-house consulting services and server support for corporate

business analysts.

Associate Technical Analyst, OCT 2001 - MAR 2004

Provided Tier-2 desktop and remote support for 5000+ employees for the

largest off-price U.S. retailer. Repaired or replaced and reconfigured all

hardware components included in a desktop break/fix environment. Resolved

new and critical software issues through diligent research and consultation

with other internal departments and outside vendors.

Key Contributions:

STEPHEN POLLOCK, PAGE 2

. Created, maintained, and troubleshot domain user logon accounts and

roaming profiles.

. Captured desktop and laptop computer images for consistent and timely

hardware deployment.

. Imaged, configured, and deployed desktop and laptop computers

including email, internet, Office suite, mainframe, and custom

application connectivity.

. Provisioned and administered PDA hardware for corporate email and

calendar functions.

. Management and removal of virus, spyware, and adware infected systems.

POLAROID CORPORATION, Waltham, MA, FEB 2000 - SEP 2001

Desktop Support Engineer - Contract

Resolved Tier 2 hardware and software Help Desk incident escalations for

1,000+ end-users via desk side and remote.

Key Contributions:

. Troubleshot NIC adapters, modems, network printers, and VPN dial-up

accounts.

. Re-imaged, upgraded and configured desktop and laptop computers for

Windows NT network access, DHCP and proxy servers, and Outlook mail.

. Responsible for Macintosh support and technical resource manuals.

ERNST & YOUNG, LLP, Boston, MA, NOV 1999 - JAN 2000

Technical Support Engineer - Contract

Responsible for efficient PC desktop technical support emphasizing minimum

end-user downtime while resolving various critical issues.

Key Contributions:

. Provided telephone and desktop technical support in Windows NT and

Novell network environment.

. Primary software supported includes Windows 95 & 98, Microsoft Outlook

and Office. Administered NT and Netware client software and remote

dial-in access.

. Tracked and maintained service levels and end-user requests. Diagnosed

defective hardware and facilitated warranty service and repair.

COMPUTER TOWN, INC., Salem, NH, APR 1996 - APR 1997

Macintosh Technician

Diagnosed, repaired, and tested faulty Macintosh computers and compatible

peripherals for premier New England Apple Computer authorized reseller and

service center.

Key Contributions:

. Efficiently and consistently identified and replaced defective

warranty parts. Troubleshot and restored malfunctioning programs,

restored operating systems, and installed upgrades.

. Installed and maintained LocalTalk and Ethernet networks for file

sharing, workgroup servers, and internet access.

. Provided telephone technical support to end-users at various levels of

computer knowledge.

PC CONNECTION, INC, Merrimack, NH, NOV 1992 - DEC 1995

Sales Consultant

Advised customer's on the purchase of PC systems, software, and peripherals

for award-winning computer mail-order company. Solved sales support

problems and provided customer service contributing to the 1994 award for

best computer mail-order company.

Key Contributions:

. Maintained a thorough knowledge and understanding of the PC industry

in order to recommend products, handle objections, and close inbound

sales calls.

. Implemented sales training techniques that increased closing ratios by

15%. Supervised and trained other employees on sales procedures and

company policies.

. Researched product lines and developed detailed customer support

reference literature.

Education

Bachelor of Science in Marketing - Bentley College, Waltham, MA

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