Technical Support Help Desk

Steven L. Norton

**** ***** *******

Deltona, FL 32725

Ph: 386-***-****

Email: ********@*****.***

Summary of Skills

Work experience

System administration, help desk coordinator, personal computer/network support, technical support team manager, quality control, office automation, accounting, telecommunications; office security, security administration, vendor negotiations.

02/05 – 10/16 Network Services Technician – Convergys/Netcracker Technology, Lake Mary, FL

Create and maintain domain user and computer accounts.

Create and maintain phone and voice mail accounts.

Maintain workstations/laptops on Orlando, Sunrise, Atlanta, and Toronto campus and work-at-home employees throughout North America.

Configure and install new workstations/laptops

Diagnose workstation/laptop hardware/software malfunctions and make necessary repairs.

Prepare LANDesk scripts to install mass software installations and updates to multiple workstations/laptops.

Encrypt/decrypt laptop hard drives using both PGP and Kaspersky software.

Administer security system.

Obtain vendor proposals for security system, internet access and network cabling.

11/97 – 11/04 System Administrator, Sr. Help Desk Coordinator – United States Postal Service Contract, Sioux Falls, SD

Configure and install Windows 95/2000/XP workstations throughout North and South Dakota and portions of Minnesota.

Maintain Windows 95/2000/XP workstations.

Ensure connectivity via modem, broadband or LAN to Netware 4.0 and/or Windows NT/2000 servers.

Create and maintain network and email user accounts.

Answer problem calls via phone, email and walk-in customers.

Create and close help tickets using the Remedy system.

Maintain server backup system.

Monitor workstations and servers to maintain and enhance performance.

Diagnose workstation and server hardware/software malfunctions and make necessary repairs.

Migrate users from Netware 4.0 to Windows 2000 Active Directory environment.

Prepare instructional documentation for users.

Develop procedures to complete various IT projects.

11/93 – 09/97 Customer Support Team Manager, Technical Support Technician - Gateway 2000, North Sioux City, SD

Develop 24x7 technical support team providing support for Gateway 2000 Destination convergence product.

Hire and train support technicians.

Evaluate job performance of technicians and coach for performance improvements and career advancement.

Answer help desk calls from corporate customers and find solutions.

Resolve customer problems/complaints.

09/88 – 11/93 Quality Control Technician - John Morrell, Sioux City, IA

Observe cuts of pork on various production lines using various measuring and testing devices to maintain customer specifications.

Report specification discrepancies to production line supervisors.

Submit statistical and production reports to corporate office.

08/81 – 08/88 Office Systems Coordinator - Toy National Bank, Sioux City, IA

Research office automation technology and recommend new equipment (personal computers, word processing, dictation equipment, etc.).

Develop personal computer applications for all departments.

Develop backup procedures for personal computer data.

Supervise the Word Processing Center.

Install equipment; develop procedures and train personnel to affect efficient document flow throughout the bank.

12/77 – 06/81 Accounting Technician, Teletypist – Veterans Administration, Cleveland, OH

Process invoices for VA owned real estate maintenance and repair throughout the state of Ohio.

Reconcile property accounts to the General ledger.

Research invoice payment requests.

Prepare messages and data received from various departments for teletype transmission via paper tape and punched cards.

Route messages and data received to proper departments.

11/71 – 12/77 Radioman, U.S. Navy (active)

Operate various radio telecommunications equipment.

Supervise operations of the radio/telecommunications center.

Prepare annual performance evaluations.

Train other radiomen.

Maintain security

Education

Morningside College, Sioux City, IA

Cuyahoga Community College, Parma, OH

Business Administration

Certifications A+

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