J.
D
ANIEL
O
BLAK
Desktop Systems Specialist highly skilled in providing technical support in local, distributed and remote-accessenvironments. A true business partner who creates useable and budget-conscious solutions to meet organizationalgoals. Possesses strengths in troubleshooting, user training, and process documentation.
TECHNICAL SKILLSMultiple Desktop Platforms
MacOS 9 / 10.x, Windows 98 / NT4 / 2000 / XP / Vista, Ubuntu Linux
Business Applications
Microsoft Office, OpenOffice, Adobe Acrobat, AppleWorks, FileMaker Pro
Design Software
Adobe Creative Suite, GIMPshop, GraphicConverter, Audacity
Telephony / VOIP
Cisco CallManager with Unified Messaging, Nortel Option 61c, Lucent Definity
Web Design / CMS
HTML, WordPress, Joomla, phpBB, FTP, RSS
Remote Access and Support
Citrix, Cisco VPN, VNC, TeamViewer, YuuGuu, DimDim, Remote Desktop
Live Conferencing
Cisco MeetingPlace, Microsoft LiveMeeting, Skype, TokBox, instant messaging
Audio / Video
Nonlinear editing, live audio staging, podcasting
PROFESSIONAL EXPERIENCENATIONAL COLLEGIATE ATHLETIC ASSOCIATION (NCAA)
, Indianapolis, IN
2001
–
2010
Technical Coordinator
Senior Technician on team of five, providing first-line technical support for 550 users via web-based help desk tickets,phone, and after hours escalated issues. Remote access support via Citrix, Cisco VPN, dial-up, and Exchange / Outlook Web Access for both standard operations and disaster management.
T
ECHNICAL
S
UPPORT
Primary Support Technician for MacOS; installed and supported Parallels Desktop virtualization and AdobeCreative Suites.
Handled MAC (Moves / Adds / Changes) and troubleshooting in wire closets including both punch-down and Cat5.
Phone system administrator for traditional PBX and voice mail system.
Migrated and updated users to Macintosh 9/X, Windows 2000/XP/Vista, Microsoft Office 98/2000/XP/2003/2007.
Webconference and Videoconference client support with WebEx, PlaceWare, Microsoft LiveMeeting, CiscoMeetingPlace, CUPC (Cisco Unified Personal Communicator).
Set up and supported IT needs at tradeshows and sporting events; included remote office and interactive kiosks inboth secure and public settings. Included NCAA Annual Convention, 2003 - 2010, NCAA College World Series,2004 - 2009; NCAA Men's / Women's Basketball, Men's Baseball Selections, 2004 - 2010
P
ROJECT
D
EVELOPMENT
Documented PBX features and assisted configuration and training for 550 end users for Cisco VOIP migration at 4facilities in D.C., N.Y. & IN.
Launched first official organizational blog and podcast with iTunes integration atDoubleAZone.comthat promotedcommunity mission to a new audience. Customized environment, theme, graphics, and live podcast player.Provided training and technical support over several years.
Led staff intranet initiative to standardize information sharing, reduce paper waste and duplicated effort. ProvidedFrontPage training to other departments. Assisted migration of content to new SharePoint site.
Authored 'EZGuides' concept of highly-illustrated, limited-length user documentation, reducing support call trafficand increasing user satisfaction.
Conceptualized new procedure for temporarily elevated privilege with a custom Active Directory group, reducingturn-around for software installs.
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