Desktop Support, Networking, Computer and Tech Support

Tom Branch

Objective

To seek the highest level position allowing me to utilize my current knowledge and to acquire new skills while becoming an asset to your company.

Technical Skills

Hardware: PC and Mac, Hardware repair and upgrades, OS installation, Cable Modems, DSL Modems, Cisco Routers, printers, hubs, switches, building desktops, laptop repair, data migration, Blackberry

Operating Systems: Windows (95/98/me/2000/XP Pro)

Macintosh (8.0 – OS X)

Programming: Html, PHP (edit), Java Script (edit)

Database: Content Managed Systems, MySQL, database entry (36 wpm)

Software: Microsoft Office, Open Office, Adobe Photoshop, Adobe Acrobat, Internet Explorer, Outlook, Thunderbird, Netscape Navigator, Opera, Firefox, Camino, Gimp, Dreamweaver, Homesite, Audacity, FTP programs, Anti-virus scans, Lotus Notes, Bomgar, Remedy, Blackberry Enterprise Server, Active Directory, Remote Desktop

Networks: Bluetooth, wireless, peer-to-peer, ethernet, TCP/IP, Cisco VPN Client

Internet: Blogs, Podcasting, IRC chat protocols, forum administration, remote access management, FTP, Myspace editing, Facebook. Meta tags

Support: Desktop Support, Technical Support, Networking connectivity

Certifications: Dell Client DMS Softskills, Current pursuit of A+ and Network+

Related Experience

2009-Present

Tech Support

Aerotek

Worked with Republic Bank.

Seasonal Technical Support for Tax Season

2008-2008

DSI

TEKsystems

Worked with Humana in the DSI department.

Deployed new computers, imaged operating systems, and installed all system and software.

Troubleshot computer hardware and peripherals

2008-2008

CIA

Paula York

Worked with Geek Squad as a CIA agent.

Repaired Dell and Apple laptops

Troubleshooted hardware issues and replaced defective hardware

2008-2008

Desktop Support Specialist

New Age Technologies

Worked with the Brown Forman Corporation as a Desktop Support Specialist

Worked on Blackberry with hardware and software troubleshooting

Repaired, upgraded, troubleshoot, and re-imaged laptops for users

Installed printers, headsets, monitors, mice, and other peripherals and accessories

Provided after-hours support on rotation via Blackberry

Installation of software packages and upgrades such as Office 2007 and Trend Micro

Supported users across the world via remote software Bomgar

2008-2008

Tier II

Connextions

Second level support for TiVo

Assisted users over the phone for installation, troubleshooting, and networking needs

Monitored two call centers via phone and chat room to assist other technicians

Acted as a point of escalation for users requests or technical needs

Documented difficult issues and the resolutions for the knowledge database

2008-2008

Dell Migration Specialist

Pomeroy IT Solutions

Migrated information from old HP into a new Dell computer

Documented PC's migrated and verified the inventory matched old and new computers

Ensured all programs and settings were migrated over, if not worked on resolving and documenting issues

2005-2007

Network Administrator

Jefferson Street Baptist Center

Created from the ground up an internet lab with six computers on a switched network

Weekly monitoring and maintenance of internet lab

Tasks included installs of anti-virus scans, software, operating systems, hardware, and networking

Coordinated scheduling with small groups of volunteers to staff the lab

2003-2007

Online Production Assistant

Courier-Journal

Worked in a content managed system

Updated blogs, podcasts, databases and photo galleries

Completed nightly production updates of www.courier-journal.com

Assisted programming during transition into a CMS system

Edited graphics, photos, and various multimedia for articles and special sections

Attended class for PHP programming

2000-2003

Charter Business Networks

Charter Communications

Worked with business clients

Troubleshooting of telco, DSL, cable modems, and a variety of routers

Remote access to local routers for troubleshooting and configurations

Served as escalation point for commercial and residential Macintosh calls

Provided installation support for field techs for cable modem installations

Attended class for A+ certification

Received Charter Champ Awards 3 times

1998-2000

Technical Support Rep

IXC Communications

Provided dial-up support for IXC customers

Supported business clients utilizing dial-up Internet services

Assisted clients in troubleshooting analog telco modems and aided in the installation of drivers

Serviced email clients utilizing multiple operating systems

Learned both PC and MAC troubleshooting skills

1997-1999

Various

Manpower Professional

Worked with a variety of clients (IXC Communications and The Vine Network)

Database entry and software support (Lotus Notes)

Helpdesk support for end users of the Vine Network (Apriss)

Technical support for IXC Communications

Education

1997-1999

Computer Programming

Sullivan University

Pursued associates degree in computer programming

Co-founded the student chapter of KNITE

Learned basic skills for programming and script editing for Visual C++, Visual Basic, Qbasic

Learned office software basics such as Word, Excel, Powerpoint, Access, and Front Page

Learned basic web programming for HTML

Hardware repair

References available upon request

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