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Engineer Software

Salem, OR
Can be disused at a later date
May 21, 2020

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Mark J Munson

**** ******** ***** *********, *****, Oregon 97306

Home Phone 503-***-**** Email


Project Implementation Engineer for large Medical Commination, and Staff Locating Network System installation in Hospitals

Experience with the following Network Operating Systems; UNIX, Windows NT/Win2000, Novell, and NetWare.

Skilled with Token-Ring, Ethernet, topologies, coupled with hardware/software diagnostics and troubleshooting.

Experience with Network; Cisco, Delta II, and D-link, Routers, Switches installation, troubleshooting, and with Network cabling (Ethernet), installation, and troubleshooting.

Experience with installing both hardware components and software programs, which includes operating systems.

Over fifteen years of customer service and support experience, strong people skills, teamwork, team ethics, and Customer User Support/Product support. Experience working in a Help Desk/Call Center environment, as well as On-Site End User Support for computer user support.

Mechanical background enhanced troubleshooting skills, strong problem-solving skills.


Project Implementation Engineer for large Medical Commination, and Staff Locating Network System installation in Hospitals

Microsoft; Windows, 95/98, Office 97, Word 97, Access, Excel, Works 6.0, Windows2000, Professional Suite

PowerPoint, Publisher, FrontPage (Website Design)

Network Operating Systems; Unix, Windows NT/2000, Novell., NetWare,

Supported Terminal Services “Thin Clients”, and software application, Point of Sales, Inventory tracking application, vehicle, and facility maintenance application

Computer/Network hardware and software diagnostics and troubleshooting

Installation of computer hardware and software, including network components, Net Beau, TCP/IP

I was strategically stationed to support the use of the Department’s computer systems. This support includes, but was not limited to planning and performing of the following tasks or projects:

Local Area Network (LAN) client installation and troubleshooting. Assisted with replacement of network switches and patch panel, and

Personal computer and peripheral installation and maintenance

Application and operating system software; Windows xp, Windows2000, Windows7 installation and upgrades

Complex on and off- site (hardware and software) troubleshooting.

Personal computer hardware upgrades and repair

Problem tracking and documentation Development and maintenance of hardware and software inventories

I also provided installation, technical support, diagnostics and maintenance on multiple operating systems, multiple hardware configurations, applications software and peripherals in a non-medium range automation planning for their region; works with software and connectivity products

Network Security + Certification


Implementation Engineer Hillrom 2016-2020

Responsible for the implementation, programming, configuration, and installation of the Hill-Rom Navicare Nurse Call, and Centrak Staff locating systems at hospitals throughout the United States.

Worked closely with the Hill-Rom project team and the hospital project team,

Worked closely hospital IT Team, for network configuration, of network Cisco and Delta switches. Configured, and updated firmware for Delta network switches,

VM Server Configuration, Sever software application installation and configuration,

Worked with Contractors for the installation of the Hill-Rom Nurse Call and Centrak locating devices and running Network Cat 6 cabling.

Reported to the Hill-Rom Project Manager, and other project team members the status of the project, any issues that I may have a raised, and provided recommendation for resolve.

Worked with AutoCad to create, and update the Navicare Nurse Call, and Centrak Staff Locating network design.

System Administrator/System Engineer (Windows Virtual severs) US Army Corp of Engineers 2015-2016

I provide network server support for Windows Server 2008, 2008 r2, and Windows Server 2012, for both virtual and real servers for the US Army Corp of Engineers, as a contractor for CSRA International. I am responsible, the maintenance and support of server ran software, and application, as well as testing and installing updates, patches, and troubleshooting issues. I respond to user request and provide level 3 supports for End User IT issues via a trouble ticket tracking system (Remedy Internet version). I support and use a verity of application: Citrix, VMware, Active Directory, MSCCM, Spare, and Share Point

Information Systems Specialist 5 (Technical Support Analyst) Oregon Department of Corrections 2003-2015

Customer Assistance/Technical Support

I Independently receives, researches, prioritizes and resolves user requests from multiple jurisdictions that cannot be solved by the Help Desk.

I performed analysis and troubleshoots hardware and software to resolve complex problems for PC’s, network connections and associated peripherals. This includes repairs and custom configurations.

I resolved any type of compatibility issues in a multi-vendor, multi-operating system environment.

I responsible for researching and recommending technology options for users and

Management to assist the implementation of hardware and software migration.

I participated in team meetings and fosters communications to exchange technical

knowledge with other team members.

I was responsible for all outstanding user network connectivity problems.


I worked with hardware/software vendors on a regular basis to determine new and appropriate items for possible use statewide. These contacts are also made to resolve hardware/software problems encountered across the AS/400 and PC spectrum. I identified and dealt with compatibility issues. I also on special project, to determine any requirements and testing of new hardware/software needed done to best utilize available resources and assuring the existing hardware/software be the first choice when new requirements are identified. My vendor contact was not only an arena for new products but also a prime source of information on better utilization of current items. The information I gained from vendor contact was for investigated, evaluated and testing upon request. The technical information I gained, I then made available to all areas of the Department for use in decision-making. The technical information I gained, I also used to establish system defaults locally and make recommendations for department-wide utilization.

I was also responsible for analysis of hardware and software problems and application requirements (including minor repairs and custom configurations) I conducted to assure the fullest utilization of resources and to assure users complete access to required resources. I also performed complete PC hardware upgrades.

Network Support

I would assists with planning and connections, maintains and updates new systems to the established DOC network comprised of a Ethernet systems. My responsibility included but was not limited to routers, central hubs, modems and dial-up accessing (Shiva). I Installed, repaired, and tested Category 5 types of cabling as needed to accommodate users needs. I also supported network hardware/software for AS/400, Network Servers, Proxy Server and peer-to-peer network systems. I administered TCP/IP protocol implementation independently at various sites. I installed and configured various client software for network including Client Access Express and Oracle. I also assisted with System Administration duties for network servers including system security, user account maintenance, system backups, performance monitoring and tuning, and problem determination and resolution.

System Maintenance\Installation

I was also responsible for performing security audits and software audits. I also conducted annual on-site software and hardware inventory and additional inventories for special projects. I would also analyze on a regular basis on networked PC’s to determine system performance levels. If I notice performance deterioration, I would take measures to institute to return system performance to acceptable levels. I also gained knowledge of backup and system enhancing software and procedures that were required to perform backup functions. I was required to obtain and review vendor-provided maintenance procedures, and records. I was responsible to install components of PCs, network connections, printer and associated equipment. Once I had equipment installed, I then to set-up and install new configuration files/software. I had to have a strong working knowledge of AS/400 system guidelines that was required for all connections to the AS/400 via the various networks. I also monitored the performance of software, hardware and the network communications and diagnoses and solve problems as needed. I also participated in planning about what resources utilization, disaster planning, new technologies and acquisition strategies and system performance for disaster recovery.

Professional Duties & Documentation.

I was also responsible to contact any hardware and software providers for information, for the testing of new hardware and software for integrity and usability. I was also required to maintain knowledge of state-of-the-art technologies and the latest innovations through training, professional journals and publications, contact with other Systems professionals, and self-initiated study. I attended training and developmental activities. I wrote and provided reports on technology advancement and trends to section manager and staff and recommends ways to utilize appropriate technologies to maximize future organizational benefits. I also interfaced with other state agencies and external organizations in order to maintain current knowledge of emerging technologies and to share information.

I was responsible for report project status and completion; prepare technical reports to be used by management in automation decisions for planning, acquisition and development.

I also analyzed, plans and organize projects and priorities while managing multiple tasks; while displays strong customer service skills; provides and recommends solutions.

I also developed and maintained effective working relations with other departments, divisions, and personnel with whom work must be coordinated or interfaced.

I also maintained Call Tracking System, for tracking the progress and status of trouble ticket that where submitted by the helpdesk. I also used our tracking system, to keep the management informed of the status and updates of any project I was assigned.

Information Systems Specialist 4 (User Support Analyst) Oregon Department of Transportation 2002-2003

First point of contact for problems arising from within Oregon Department of Transportation's internal LAN and WAN. Resolved problems within identified procedures. Closed trouble reports in the computerized tracking system, and escalated problems beyond the scope of my position. Communicated to affected parties the status of going events. Diagnosed user problems and coordinated solutions while tracking and reporting the problems using Remedy Solution Console. Provided user training with Microsoft Office Suite applications: Word, all versions; Excel; Access; and Outlook; along Operating Systems Nt4.0, and Win XP, with hardware equipment. Responsible for providing support for the Oregon State Remote Access Service (RAS) system. Used Microsoft Active Directory and Hyena to access users’ domain accounts, so I could unlock their account, reset passwords, and add and/or remove to other groups. Responsible for configuring Outlook profile for new users. Provided operational assistant for users; with passwords, network downloads, print queue resets, print spooler restarts and new software packages, restoration of files, folders, etc. using Comma vault, Galaxy, Arc view, and Backem. Provided support for the statewide mainframe and its many applications, password resets, and acquired printers within the mainframe’s applications.

Client Support Representative, First Pacific Corporation 2001-2002

Responsible for developing strong client relations while answering questions, troubleshooting, and supporting clients’ dental practice. Dia1ed into the office’s server, using PC Anywhere versions 9.2 and 10.5 to dial in and perform further troubleshooting and any problem solving. Answered questions that offices had regarding dental and insurance billing. Documented all calls as well as tracked and recorded inventory for each. Made recommendations to improve doctors’ dental practices by recommending improvements and any upgrades in software and hardware as needed. Required to track any and all hardware and software problems that an office may be experiencing. Worked with the company’s programmers and engineers to develop solutions and implementations.

Network/PC Technician, State Employee Credit Union 2001-2001

Responsible for maintaining over 100 individual PC workstations, using Windows 98 second edition, along with Office 2000 Professional Suite. Supported 15-networked Hp printers, which included 6 main servers. Two of the servers ran Windows NT used for running PC applications, and the other Windows NT server was used as email server. The other servers I supported were Windows 2000 and UNIX. Researched historical data to aid in trend analysis. Responsible for writing programs, generating reports using was C++. Set up and ran daily backups for all transactions for the bank. Duties also included help desk and end user support for all Pc, network, and locale printers. Set up and supported video conferencing systems used for board meetings. Assisted with design and implementing disaster recovery plan and policy.

Manufacturing, Naiad Technologies, Inc 1997-1999

Responsible for the constructed slow-flow filtration systems, which included the handling and mixing of different types of dry liquid chemicals. Responsible for Inventory Control and Quality Control. Quality Control involved taking water samples that had been run through the filtration system, analyze and interpret the samples for clarity and contaminations for the QC. Assisted with the development of our company’s new products and helped with troubleshooting any mechanical problems with our existing products and those in the developmental stage. User support of company product. Inventory control duties included ordering, stocking, and tracking inventory items, and signing out all inventory items needed for a complete filtration system. I also was responsible for the installation, and maintenance of the company’s computer network system. As well as providing the end user support for the company.

Insurance Adjuster, Crawford & Company 1995-1997

Managed outside casualty claims, which included accident scene investigation, obtaining recorded statements from both the insured and the claimant, and reporting my findings and recommendations for settlement to our client as needed. Responsible for handling class action settlements claims for faulty plumbing systems. This position involved a high degree of customer service and a strong development of good relations with claimants, clients and contractors.


Associate of Applied Science

Computer Networking and Technologies

Pioneer Pacific College, April 2001

Bachelor of Science (Natural Science/Earth Science)

Western Oregon University, June 1995

Associate Degree in Diesel Mechanics

South Seattle Community College, June 1987


Upon Request

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