Technical Support
| Industry Focus: | Information Technology, Research, Customer Service | Experience: | 10 – 15 Years | |
| Education Level: | 4-Year College Degree | Security Clearance: | None | |
CERTIFICATIONS
CompTIA Network+ (Exam N10-003) (10/2006)
HEAT Certified Administrator exam (4/2005)
Microsoft Certified Professional (70-210 Install, Configure, Administer Windows 2000) (6/2003)
Microsoft Office User Specialist for Word 2000 and Excel 2000 (8/2000)
CompTIA A+ Microsoft Windows and DOS Environments (7/24/98)
CompTIA A+ Mac OS-based Computers (7/24/98)
SKILLS
• HEAT Administration (7 yrs) • Technical writing (8 yrs) • ASP (1 yr) • HTML (3 yrs)
• Microsoft Windows for Desktops: 9x (10 yrs), XP (8 yrs), Vista (2 yrs), Windows 7 (1 yr)
• Microsoft Windows for Servers: Windows 2000 Server (2 yrs), Server 2003 (3 yrs), Server 2008 (2 yrs)
• Microsoft Office: Access (10 yrs), Excel (10 yrs), FrontPage (5 yrs), Outlook (8 yrs), PowerPoint (5 yrs), Word (10 yrs)
• SQL / SQL Server (4 yrs) • FileMaker Pro (3 yrs) • DOS batch files (7 yrs)
• Anti-virus Administration: McAfee (2 yrs), Symantec Anti-Virus (5 yrs), Trend Micro Anti-Virus (5 yrs)
EXPERIENCE
Frontrange Solutions (11/2007 – current) – HEAT Technical Consultant
• Position requires 50% travel to company sites for HEAT (call tracking) software-related tasks:
- New HEAT installations
- Upgrade HEAT installations
- Existing HEAT review and modification recommendations
• Onsite company visits include:
- Gathering customer requirements
- HEAT software setup, configuration, testing and release to customer
- Documenting tasks performed while onsite to provide a permanent record
- Provide HEAT Administrator and End-user training
• Customers worked with:
- Dole Fresh Vegetables - Nestle / Dreyer’s - National Transportation Safety Board
- Seattle Children’s Hospital - Delta Faucet - Law School Admission Council
- Palm Beach School District
• Additional time utilized for remote customer support and services
Microsoft Corporation (Volt Technical Services Contract), Issaquah, WA (11/2006 – 11/2007) – Product Feedback Analyst
• Analyzed Windows Consumer Platform Support incident data, specifically in English and German
• Classified analyzed support incident data for product management business intelligence gathering and support information gathering improvement
• Provided significant user documentation update of application tool used for analyzing and classifying support incident data
• Provided support document translation work (English to German)
Pepperdine University, Malibu, CA (8/2001-8/2006) – Senior Analyst
• Frontrange Solutions HEAT call tracking software administration, support and training
• Trend Micro OfficeScan anti-virus administration for 4000 licensed desktop and laptop machines
• Telephone support for 7500 desktop and laptop machines used by faculty, staff, and students
• Support of Windows 2000 and XP, Macintosh OS X, Microsoft Office for Windows and Macintosh
• Windows 2000 Server technologies (including IIS, ASP)
Pepperdine University, Malibu, CA (11/1998-8/2001) – Help Desk Analyst
• Telephone support for 1500 desktop and laptop workstations used by faculty and staff
• Support of modern Windows and Macintosh operating systems
• Support of modern Microsoft Office for Windows and Macintosh products
• Frontrange Solutions HEAT call tracking software administration and usage
• Support of McAfee anti-virus software, used for resolving machine infections
US Center for World Mission (USCWM), Pasadena, CA (11/1995-6/1998) – Computer Help Desk Support
• Computer Help Desk Support in a 100-computer Mac OS AppleTalk network environment, including hardware upgrades and repairs; software installations and upgrades; Mac OS system fixes and cleanups
• Wrote user documentation for campus e-mail system (in MS-Word)
• Ethernet network installation and upgrade of AppleTalk network
• Database programming with FileMaker Pro 3.0
• Used MS-Excel and other in-house developed software for scheduling personnel assignments
• Editing and production work for the development of university-level curriculum
Betatronix, Inc., Hauppauge, NY (3/1991-5/1995) – Engineering Technician
• Responsible for all electrical systems and their proper operation
• Software data analysis programming utilizing GW-Basic and MS-QuickBasic
• Software Quality Engineering to ensure programming met MIL-S-52779A
• Quality Assurance assistance including statistical process control implementation, product process improvement, failure analysis and corrective action reporting
• Novell Netware Lite network engineering
• Lotus 1-2-3 Spreadsheet Programming in MS-DOS environment
• AutoCAD 10 (MS-DOS) and R12 (MS-Windows 3.1) for critical component production
• Technical writing and documenting using WordPerfect
EDUCATION
State University of New York at Stony Brook (9/1986-12/1990)
Bachelor of Engineering Degree, Engineering Science
Volt Technical Services Training
Introduction to Windows XP Embedded (1/2007)
Intermediate SQL (5/2007)
How to Install and Administer SharePoint (6/2007)
Text File Operations with C# (10/2007)
Frontrange Solutions HEAT training
HEAT Administrator (2/2000)
HEAT Advanced (8/2002)
HEAT Advanced (10/2004)
HEAT Advanced Administrator (12/2005)
Pepperdine University (8/2000)
Microsoft Office User Specialist (MOUS) training
New Horizons (9/1998)
Install, Configure, Administer Windows NT 4.0 course
OTHER
Affiliated with the itSMF USA Pacific Northwest Chapter
Fluent with German reading, writing and speaking skills
