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LEONARD VAUGHN
18270 Williamsville Road • Gregory, Michigan 48137
734-498-3802 • lvaughn@chartermi.net

INFORMATION TECHNOLOGY: Desktop Support; Computer Support Technician


Hands-on senior field service professional with 25+ years experience providing expert technology
support to a broad customer base, with a strong background in desktop and server installation,
troubleshooting, repair, and maintenance, as well as software configuration. Consistently
recognized for delivering unsurpassed customer support, and for ensuring the highest quality of
services in diverse environments.

System/Network Service & Support • Customer Relations & Service • System Administration
Territory Management • Consultations • IT Training • Software Installations & Configurations
LAN/WAN Configuration • Active Directory

PROFESSIONAL EXPERIENCE

HARLAND TECHNOLOGY SERVICES, Omaha, Nebraska • 1998-2008


Nationwide provider of installation, maintenance and repair service for more than 13K customers.

Senior Field Service Technician


Provided onsite troubleshooting, repair, and maintenance of SCO UNIX, Windows 2000 , XP, and
Windows server operating systems, as well as applications and hardware, for territory that covered
“Mid Michigan area. Monitored and tested systems, installed patches, and performed upgrades.
Deployed new systems from ghosted image and migrated user profiles.

Major Highlights
• Generated revenue and boosted supply sales, while advancing renewals of maintenance
contracts, through delivery of expert hands-on support to multiple customers.
• Recognized with letters of appreciation from multiple customers for consistently exceeding
customer service level agreements.
• Ensured optimum technology operations for clients by minimizing downtime and maximizing
performance of systems and peripherals.

ENTERPRISE SERVICE SOLUTION, Warren, Michigan • 1996-1998


Provider (now defunct) of technology services for proprietary computer systems/peripherals from
companies including Computer Vision and Siemens Nixdorf, and of pc service for Compaq, Dell,
and IBM.

Senior Field Engineer


Delivered troubleshooting and repair services (phone and onsite) for broad range of multi-vendor
systems and peripherals, from mini computers to pc lan/wan computers. Supported multiple
hardware and software platforms and provided warranty support for Compaq and HP computers.

Major Highlights
• Transferred to Enterprise Service Solution to provide essential support to Siemens Nixdorf
customer base after they left the computer service industry.
• Served as major support liaison for the entire Siemens Nixdorf Michigan customer base.
• Delivered vital support services to large customers including Montgomery Wards and Central
Cartage in Michigan.
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LEONARD VAUGHN • Page 2 • lvaughn@chartermi.net

NIXDORF COMPUTERS/SIEMENS NIXDORF INFORMATION SYSTEMS INC.


Southfield, Michigan • 1980-1996
Global leader in computer equipment manufacturing, with 37.5K+ employees worldwide.

Field Engineer – Senior Field Engineer


Covered large territory base, traveling to customer sites to provide installation and troubleshooting
support and services for large-scale mainframes, mid-size data entry, and pc networked systems.
Apprised management of escalating issues.

Major Highlights
• Delivered optimum service, ensuring mission-critical response time to customers and
exceeding service level agreements.
• Advanced personal effectiveness by successfully transitioning from service of data entry to
large-scale mainframes.

EDUCATION & TRAINING

Network Specialist Associate Degree Program


Windows Server 2008 Network Infrastructure
Cisco Routing Protocols and Device Concepts
Jackson Community College
Jackson, Michigan

Certificate in Computer Information Technology


Control Data Institute, Southfield, Michigan

Certificate of Completion
New Horizon Learning Center, Livonia Michigan

DOS 6.2 and Windows Operating Systems for Support Professionals

TECHNICAL SKILLS
Intel based hardware Dell, Hp, Compaq and IBM • Thin Client and Tablet • Risc hardware
architecture • Modems • Tape Drives • Scanners
Active Directory create and manage user ID’s • HP, Lexmark, and Data Products • Genicom and
Okidata Printers •
LAN/WAN Configuration • DNS, DHCP, and TCP/IP • Cisco, D-link and Linksys Routers
Cisco wireless access points
Software
SCO UNIX • Windows desktop 98, NT, 2000, XP, Vista, Windows 7
Windows Server 2000, 2003 and 2008
Microsoft Office Suite • Veritas Backup Exec • Symantec Anti-Virus Enterprise
Windows WAIK • Microsoft Outlook, Outlook Express
Symantec Ghost imaging.
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