OBJECTIVES

To obtain employment that highlights my technical and customer service skills while allowing me to continue develop skills with advancing technologies.

PROFESSIONAL EXPERIENCE

HP- Advantage Technical Resourcing-St. Louis, MO (Contract)

05/2014 – 05/2015

05/2016 – 06/2016

PC Technician/Printer Install Technician

Installed HP LASERJET MFPs in various offices at various locations.

Validated installation with remote assistance.

Installed of internal and external card readers.

Adapted user documentation.

Upgraded PC systems to Windows 7.

Installed memory.

Assisted users with data and software access.

Avaya phone removal.

Basic Skype for Business configuration and training.

HP- USPS-St. Louis, MO (Contract)

01/2014 – 02/2014

PC Technician/Printer Install Technician

Installed HP LASERJET 500 MFPs in various offices at downtown location.

Validated installation with remote assistance.

Provided training on the basic use of the devices.

BOEING - St. Louis, MO (Contract)

06/2010 - 11/2011

Helpdesk- Tier 2 Desktop Support

●Provided assistance on technical and nontechnical concerns for Boeing affiliated individuals.

●Assisted users with proprietary/ nonproprietary software related issues.

●Resolved issues and provided support for: Windows 7/XP, MS Office 2003/07/10, Citrix, McAfee, PCBackup, Acrobat, LAN and wireless support.

Environment: Active Directory, HP Solutions System, Citrix, McAfee, LAN/WAN, VoIP, Dameware, Rumba, Remedy, Webex

TRUGREEN - St. Louis, MO (Contract)

01/2010 - 06/2010

Customer Account Representative & Retention

●Assisted customers with scheduling technicians, explaining agronomics of lawn care and dispute resolution acting as a liaison to the local offices.

●Due to shifting needs, transitioned to the sales retention division to recover lost accounts.

COMCAST - St. Louis, MO (Contract)

08/2004 - 01/2010

Customer Support Specialist and Technician

●Assisted users with PC and MAC software issues including TCPIP repair, browser repair, limited viral and spyware repair.

●For signal issues, scheduled technician via Remedy and CSG

●Resolved billing and other customer service issues including credits

●Provided assistance with some third party VoIP configuration and signal issues

●Served on Field Technician queue- provisioning modems for onsite technicians and overflow for the Field Technician’s dedicated support system.

●Performed floor support duty by assisting agents via quickcom with general support concerns, account manipulations, and provisioning via CSG and other systems

●Served as Supervisor to resolve Customer complaints, working with various other departments.

●When needed, performed duties for commercial and home networking customers, as the project evolved to handle Adelphia customers merging into Comcast.

●Provided service level and queue monitoring duties, including assisting with clerical staffing and other Floor Leaders' responsibilities.

●Provided technical support via chat to assist agents both in High speed internet and Comcast Digital Voice.

Environment: Windows (7/XP/ME/98), Mac (9,10.x), VoIP

SBC - St. Louis, MO

08/2003 - 08/2004

Customer Self-Install & Post Install Agent

●Assisted Customers with initial installation of DSL Service; configuration and installation hardware and software for DSL service

●When needed, walked Customers through installing the physical network card for DSL service.

●Assisted Customers with TCPIP issues including full rip/reinstall.

●Provided post-install assistance and services for DSL Customers with email and other SBC Yahoo products

Environment: Windows (95,98,ME XP) Mac (9, 10)

IBM - Bloomington, IL (100% travel)

09/1999 - 05/2001

Network Technician

●Provided transitional support for individual State Farm agencies, to convert a terminal system to an NT network

●Installed network servers and printers as well as dockable workstations

●Configured, installed and upgraded site specific in-house software packages, and troubleshot hardware and associated software problems

●Upon completion, was responsible for initial staff training

●Trained the new technicians as part of State Farm's on the job training program

●After completing the main conversion, was then hired to complete a conversion of proprietary local systems to a true network system.

●Completed a full diagnostic inventory making repairs and upgrades as needed

Environment: Windows NT 4.0, Rumba, MS Office 97

WANG TECHNOLOGIES - St. Louis, MO (100% travel)

07/1999-08/1999

PC Technician

●Traveled to various supermarkets and updated systems by installing new computer and set up for remote administration.

●Installed US Robotics 56K dialup modems

●Installed PC Anywhere and configured for remote access for inventory and ordering system.

Environment: Windows NT, PC Anywhere

Unisys- St. Louis, MO

12/1997 - 04/1999

Network Technician

●Performed set up of new IBM computer systems

●Configured and installed site-specific in-house software packages

●Troubleshot hardware and software problems

●Assisted training new installer

Environment: Windows NT 4, Rumba, MS Office

Washington University School of Law - St. Louis, MO

10/1994- 07/1997

Network Technician

●Assisted students in troubleshooting word processing and printer problems.

●Completed lab system backup, monitoring and resolving server problems, and correcting user access problems

●Maintained repair documentation and other clerical duties

●Completed User creation and termination, replacing hard drives, phone support, and other tasks as needed.

●Installed new systems and software

●Managed network share administration

●Maintained faculty and staff Gateway and HP PCs

●Created FoxPro databases for Clinical program

●Provided software training of staff

●Completed installation and maintenance of clinic (offsite) systems

Environment: Windows 3.1/95/98, Office 97, Norton, Foxpro, Browsers, Lexus-Nexus, Westlaw

EDUCATION

Washington University School of Law - St. Louis, MO

08/1994- 05/1997

Juris Doctorate, 1997

●Served on Search/Hiring Committee for Associate Dean of Information Services

●Worked in Public Interest Lawyering Clinic specializing in family law for course credit

McKendree College – Lebanon, IL

08/1990- 05/1994

Bachelor of Arts, Political Science and English Literature and Writing, 1994

●Served on Founding board of College literary magazine, Montage and continued service on editorial board as coeditor. Also contributed to the publication.

●Responsible for all aspects of running concessions for the winter athletic events at the college as Athletic Concessions Coordinator. Maintained equipment and inventory levels while coordinating schedule and staff bookkeeping and publicity.

TECHNICAL EXPERTISE

Operating Systems

Windows (XP, 7,8, 10,NT) MAC 10.x

Tools

MS Office (2003, 2007, 2010, 2013,), Citrix, McAfee, Rumba, Active Directory, MS Communicator, Remedy, Adobe Acrobat, Dameware, Frontpage, ServiceNow

Other

LAN and wireless support, DSL, VoIP, Switches, Routers, Computers (HP, Dell, IBM, Gateway), HP printers, Tablet

VOLUNTEER SERVICES AWARDS AND ORGANIZATIONS

Committee member Boy Scout Troop 621, 2001-14; Explorer Post Advisor,1993-95; Girl Scout Co-Leader,1990-92; Alpha Phi Omega Section 49 Staff, Chapter Liaison 2001-2007 Girl Scout Gold Veterans of Foreign Wars Auxiliary

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