Adam Tonn

PROFESSIONAL EXPERIENCE

Carolina Software, Wilmington, NC

June 2008 – February 2010 Customer Support Representative

Daily client software/hardware support, maintenance and incident resolution.

Completed support: Network/Connectivity troubleshooting, Active Directory administration, SQL Server installation and maintenance, Remote Desktop support, data backup, software upgrades.

Collaborate with senior leadership on software/hardware implementation at client sites as well as daily task assignment.

Responsible for training and mentoring new employees.

Test new software builds and hardware configurations for installation at 300+ client sites.

Document various aspects of support incidents and client information via ACT Database.

Created 20+ documents on established company methodologies for fellow employee’s to follow.

PPD, Wilmington, NC

February 2006 – June 2008 Project Assistant

December 2005 – February 2006 Sr. Document Technician

February 2005 – December 2005 Document Technician

Lead team Gatekeeper in charge of building and maintaining a 29 page intranet site.

Daily maintenance of Regulatory Flag page website on client servers, as well as PPD internal servers.

Provide day-to-day intranet and administrative support to our team. Track study data in the PPD database and supplied IT and administrative expertise.

EDUCATION

B.A., Communication Studies, 2001 University of North Carolina, Wilmington, NC

CompTIA A+ (2009 edition) Certified Technician

SOFTWARE EXPERIENCE

Windows 2000-7, MS Server 2000-2008, MS Small Business Server, MS SQL Server 2005-2008, Crystal Reports 10, MS Reporting Services, SQL Server Reporting Services, MS Access, MS Remote Desktop, Cisco VPN, VNC, LogMeIn Rescue, PC Anywhere, GoToMeeting, Webex, Citrix, Symantec Antivirus, Avast Antivirus, ACT, Siebel 7 (CASCADE CTMS), Apple OSX.

HARDWARE EXPERIENCE

Cisco Routers, Network Switches, MS Server, Client Workstations, Digi Portserver, Vivotek Video Server, Maple Systems Keypads.

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