Customer Service Information Technology

SUMMARY

** ***** ********** ** *********** Technology

Skilled in maintaining, interpreting, teaching, and documenting complex information

Skilled in providing thorough customer service

** ***** **perience in professional photography, including small business

RELEVANT SKILLS & EXPERIENCE

NETWORK ADMINISTRATION

Designed and maintained statewide Macintosh computer networks for Nebraska VocRehab

Provided all aspects of customer service to peers and field staff

Maintained computer labs running Microsoft Windows 7 for VocRehab clients

Hired, trained, and supervised a staff of 11 IT employees for Nebraska VocRehab

Implemented multiple major computer hardware and software upgrades at 20 field offices

Managed state agency IT budget, procurement processes, and software licensing

TEACHING & TRAINING

Developed and provided all aspects of new computer user training for Nebraska VocRehab

Developed technical reference documentation for agency field Staff

Developed and implemented IT policies and procedures for Nebraska VocRehab

Created on-demand video training resource library for use on iPads and iPhones

MAJOR ACCOMPLISHMENTS

Automated agency business processes with statewide client/server architecture

Project lead for development of agency primary information system (QUEST)

Designed statewide on-demand videoconference network for Nebraska VocRehab

Developed agency Disaster Recovery and Business Continuity plan

RELATED SKILLS

Customer service in person, by phone, Email, and by remote administration

Time management for multiple, concurrent complex projects

Large-group and one-to-one instruction and presentation for computer training

Proficient with Microsoft Office Excel, Word, PowerPoint, Outlook, FileMaker Pro, and Apple iWork suite for desktop publishing

Extensive technical writing experience

EMPLOYMENT HISTORY

1995-Present, Infrastructure Support Analyst Senior, Nebraska VocRehab Services

Computer Support Representative, Nebraska Book Company

LAN Systems Specialist, Hughes Technical Services, Top Secret Clearance

Photographer Specialist, Central Intelligence Agency, Top Secret Clearance

EDUCATION

Bachelor of Journalism, University of Nebraska-Lincoln

Ethernet Principles and Architecture, American Institute of Technology

Supervisory/Managerial Development, Nebraska Department of Education

BSA Wood Badge Advanced Leadership Training

COMMUNITY INVOLVEMENT

25 years youth and adult volunteer service in the Boy Scouts of America

8 years as co-chair of Support Our Soldiers Care Package Collection Campaign

6 years as Scoutmaster of Boy Scout Troop 21

Scoutmaster for Cornhusker Council 2010 Centennial National Jamboree Troop

8 years experience with Boy Scout merit badge instruction for youth participants

9 years volunteer involvement in Lincoln Southeast High School Band Parents

AWARDS & HONORS

BSA Eagle Scout Award

BSA Honor Society Vigil Award

BSA District Award of Merit

BSA Council Silver Beaver Award

BSA National James E West Founders Award

CIA Exceptional Performance Awards

CIA Desert Shield/Desert Storm Support Award

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