Customer Service Software

Doug Terpenning

*** ******** **** **. *-*** • Mooresville, NC 28117

336-***-**** (C) • **.******@*****.***

Desktop/Laptop Support Specialist

Network Administrator • Systems Administrator

Client focused IT professional with comprehensive experience in installing, configuring and supporting PC and Mac based servers, workstations and mobile PCs. Background includes:

* Independent consulting in the creation and implementation of small office networks for a moderate number of small businesses in NC.

* Provide independent consulting and laptop repair for several small repair shops in NC. Repairs range from motherboard replacement to DC jack replacement.

* Comprehensive knowledge and experience with network protocols, including TCP/IP, remote access services and VPN solutions.

* Proven expertise in finding quick and effective solutions to complex technical problems with both desktop and laptop computers.

* Exceptional interpersonal and communication skills to enhance the prompt and accurate delivery of quality customer service; easily conveys technical jargon to non-technical users.

* Setup a PXE boot ghost cast server at Lowe’s Companies

* Authored network troubleshooting document for first level support at Lowe’s Companies

Computer Skills

Certifications

MCP in Windows 2000 Professional

CompTIA A+

Skill Experience

Windows 2000 Professional 5 years

Windows 2000 Server/Active Directory 2 years

Windows 2003/2008 R2 Server/Active Directory 2 years

Windows NT 4.0 Server/Workstation 2 years

Windows 3.11/9x/ME/XP/7 clients 9 years

MySQL & PHP 2 years

MS DOS 6.0 8 years

TCP/IP, DNS, DHCP, WINS, FTP, Telnet 9 years

Microsoft Proxy Server 2 years

Microsoft EFS 3 years

Microsoft Routing and Remote Access 5 years

Microsoft Outlook/Exchange 2 years

Microsoft Internet Information Server 4, 5, 6 3 years

Norton AntiVirus Corporate Edition 4 years

Microsoft Office 95/97/2000/XP/2003/2007/2010 7 years

Dell/IBM/HP/Compaq PCs and Servers 4 years

TCP/IP, USB & Parallel Printers 7 years

Cisco VPN Client 2 years

Cisco Clean Access Agent 1 year

Safend Client 3 years

MS Remote Assistance/Desktop/SMS/RPC Tools 3 years

Professional Experience

2nd Level Hardware/Software Support (2011 – Present)

COMPUTERNET RESOURCE GROUP, High Point, NC

*Contracted to Lowe’s Companies Inc., Mooresville, NC

* Resolve user issues ranging from workstations no longer on the domain to replacing laptop motherboards.

* Research, diagnose and resolve technical issues surrounding WLAN/LAN/WAN, MS Office, email, internet connections, hardware peripherals and Windows XP Professional as well as many other software related issues.

* Properly directed tickets and escalate tickets if need be to the proper 3rd level queue or department.

* Provide troubleshooting documents for first level support as necessary.

* Constantly seeking quicker ways to resolve issues.

* Have become proficient in resolving most software related issues remotely.

2nd Level Hardware/Software Support (2007 – 2011)

POMEROY IT SOLUTIONS, Hebron, KY

*Contracted to Lowe’s Companies Inc., Mooresville, NC

* Resolve user issues ranging from workstations no longer on the domain to replacing laptop motherboards.

* Research, diagnose and resolve technical issues surrounding WLAN/LAN/WAN, MS Office, email, internet connections, hardware peripherals and Windows XP Professional as well as many other software related issues.

* Properly directed tickets and escalate tickets if need be to the proper 3rd level queue or department.

* Provide troubleshooting documents for first level support as necessary.

* Constantly seeking quicker ways to resolve issues.

* Have become proficient in resolving most software related issues remotely.

Selected Accomplishments

* During my time in this position I have become well educated and familiar with the tools provided to me by Lowe’s which include MS SMS Admin, RPC Tools, Norton Ghost Cast Server and Client, Cisco VPN, MS Remote Assistance and Desktop, Lowe’s Certification Database and MSI Packages.

20/20 Help Desk (2007 – 2007)

COMPUTERNET RESOURCE GROUP, High Point, NC

*Contracted to Lowe’s Companies Inc., North Wilkesboro, NC

* Provided 1st level support to Lowe’s kitchen designers who use the kitchen design software 20/20.

* Properly directed calls as necessary.

* Logged on average 50 calls per day.

Selected Accomplishments

* Quickly learned Lowe’s software interface and several tools provided to me such as, eManage, LRDViewer, and Remedy.

Network Administrator (2002 – 2006)

ADA COMPUTER SERVICES, Mocksville, NC

*Contracted to the Laptop Shack in Winston Salem, NC

* Oversee all support matters for several businesses in Winston Salem and surrounding areas. Some of the businesses are Dr. David M. Stauffer, Church of Deliverance and Success Tax Service. I have installed and configured Windows 2000 or XP Professional fileservers for each of these companies. Some with wireless routers and some with remote access through secure VPN.

* Automated Microsoft backup systems to external media at all locations.

* Research, diagnose and resolve technical issues surrounding WLAN/LAN/WAN, MS Office, email, internet connections, hardware peripherals and Windows 3.11/9x/NT/2000/XP.

* Monitor and maintain network performance in shop and at selected businesses on a routine basis.

* Train and support end-users on Windows 9x/NT/2000/XP, Office 2000, email clients, Internet Explorer and custom applications. Serve as agency consultant for clients’ technologies.

* Troubleshoot, upgrade and repair laptop and desktop computers of all makes and models on a daily basis while training others to do the same.

Selected Accomplishments

* Provided Dr. David M. Stauffer’s office with an improved server and network by reloading the Operating System and updating with the necessary service packs. Also enabled features of the server that were not already enabled. Added WLAN feature for mobility which enhanced Dr. Stauffer’s efficiency and also added a remote access secure VPN connection which gave employees the ability to work from home and saved the company money.

* Increased the work pace and improved the work ethic in the company by providing individual training on technical and organizational matters.

* Became proficient at hardware repair of laptops down to motherboard level if solution was economically feasible.

Aircraft Maintenance Technician (2001 – 2003)

IREDELL AIRCARE, Statesville, NC

* Performed powerplant inspections on mainly small general aviation aircraft. Performed necessary services and repairs needed at annual inspections. Greatly improved on reading aircraft and engine maintenance/parts manuals as well as doing AD and SB research. Continually practiced removal and replacement of aircraft engines.

* Prepared airframe for inspection by IA and made any necessary repairs as authorized by IA and performed routine inspection maintenance.

* Was the only mechanic in the shop who had any PT6 experience. Performed inspections on PT6 engines on Piper Cheyenne’s and removed and replaced fuel nozzles for flow testing by another company.

* Provided oxygen, hydraulic and some other minor services to larger aircraft as necessary due to my experience level as there were no other more experienced mechanics in the shop.

* Became very familiar with the run up of small aircraft and troubleshooting piston engine problems.

* Installed STC’s and made modifications in accordance with FAA regulations.

Selected Accomplishments

* Earned a reputation for a high-level of service by providing outstanding and efficient support for clients and owner.

Aircraft Maintenance Technician (2001 – 2001)

PIEDMONT HAWTHORNE, Greensboro, NC

* Worked under the direction of crew leader.

* Assisted in aircraft inspection processes from researching the inspection process itself to finding necessary data to make any necessary repairs.

* Performed various inspections of aircraft components such as flaps, wings, landing gear, etc and made repairs as necessary under the guidance and supervision of proper personnel.

Education

* 2001 Techskills Charlotte, NC

MCP in Windows 2000 Professional

* 1994 – 1997 College of Aeronautics Flushing, NY

Associates of Occupational Studies/Licensed Airframe-Powerplant Mechanic

President’s List, Dean’s List, Faculty List, Awarded familiarization certification with regards to 727 and 737 Boeing Aircraft. Graduated with a 3.85 GPA.

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