SUMMARY

Microsoft Certified Professional MS Office User Specialist A+ Certified PC Te

chnician
OBJECTIVE
To apply my education, technical, troubleshooting, organizational, customer orie
nted skills and meticulous attention to details for a company seeking a team pla
yer and leader who is innovative, and can take initiatives. In this position I w
ill integrate previous learned skills with new acquired skills to fulfill respon
sibilities, and projects.
EXPERIENCE
Network/Desktop Support Technician - Mar. 2010 - Sep. 2010
IBM, Duluth, MN
IBM-Successful Completion of IDT IT and Business Process Delivery Commercial Dat
a Privacy Introduction (SARM1401) June 3, 2010 ? IBM-Successful Completion of I
BM-GDF Awareness ? JOB REQUIREMENTS, ACCOMPLISHMENTS AND AREAS OF EXPERTIZE: *
5 + year of Hands-on IT experience**Supported Win 98, 2000, XP, in a LAN/WAN env
ironment* Sold setup and deployed: IBM (desktop laptop, tablets), DELL(desktop,
laptops), HP(desktops), COMPAQ (desktops, laptops)* Specialized in Microsoft app
lications and Operating Systems* Expertise with automated tools to deploy and ma
intain desktops in a large corporate environment* Dynamic Imaging, Ghosting, XP
installs, and asset management systems* Expert in enterprise E-mail systems supp
ort: Outlook, Lotus notes, * Enterprise Security : Norton enterprise, MacAfee, f
ull armor
Technical documentation Developer - 01/01/-1 - Present
Assisted management in security upgrades* Mobile Office Technology support* Expe
rt in installs, moves, add, changes (Laptop, desktop, tablet PC, * User account
administration (Active directory)* Participated in testing and implementation of
system migration processes* Utilized MS Backup/restore tool
SUMMARY
* Experience in public speaking,* Ability to work independently with minimal sup
ervision as well as be a strong cross-functional team player* Able to learn quic
kly, work independently * Able to interact professionally with the end-users* Ex
perience in group presentations* High level knowledge of installers (both .EXE a
nd .MSI)* Passion for emerging technology needed, e.g., Palm, Windows Mobile, an
d * Ability to effectively work on multiple tasks and prioritize appropriately

EXPERIENCE
Support Services - Jan. 2010 - Present
SISU Medical Solutions
Systems Support Analyst - 01/01/-1 - Present
Analyze service request to determine if issue pertains to software, hardware. Ne
twork, or Citrix or Meditech.* Documented request for service using the SISU inc
ident tracking system. (HEAT)* Create instructional picture documentation regard
ing our procedures for sharpoint.* Effectively troubleshooted and problem solved
customers request for utilizing SISU technologies, support center procedures, S
ISU's data center, VPN and WAN issues.* Remotely supported SISU facilities hardw
are and software on a daily basis. * Assisted store associates and managers on C
isco hardware installs.**Used HEAT support management software to log progress a
nd problems.* Assisted project manager, scheduling install appointments with sto
re managers.* Installed and setup CISCO VPN client software on workstations. ***
****** Updated and tested new software including, Windows 7 RC, CISCO IP Softwar
e.***************************************** Installed PC's, Monitors. Replaced a
ll PC components from main board up.* Configured PC's for connectivity to secure
wireless networks.* Managed loaner PC's, configured remote access to SISU vie V
PN.* Effectively used and installed Cisco's IP phones and phone software. * Work
ed closely with service desk management to identify and resolve issues. * Digita
l inventoried- scanned in and out data center backup tapes for off site storage.
? Experience: Maurices Start Date: 3-17-08 End: 6-23-08 ? PCI Compliance Roll
out Team
IT Support Technician - 01/01/-1 - Present
Using Cisco's Secure CRT' software Upgraded IOS on Catalyst 2960 switches.* Conf
igured Cisco Catalyst 2960 switches ports for PCI Rollout Project.**Configured C
isco hardware firewall ports for PCI Rollout Project.* Installed and configured
Columbiatec WVPN Server Software.* Helped create instructional picture documenta
tion.* Worked effectively on multiple tasks and prioritized appropriately.* Used
LANDesk Management Suite to remotely install software on store's terminals. * A
ssisted store associates and managers on Cisco hardware installs.**Used HEAT sup
port management software to log progress and problems.* Assisted project manager
, scheduling install appointments with store managers.* Installed Wireless VPN c
lient on stores Markdown Scanners-Pad's. ********* Tested applications, Markdown
- Success Profile - Audio Training - Pod Cast**********************************
******* Networked Switches, Firewalls and Wireless AP's to Master and Satellite
terminals.* Updated Asset Tracker for inventory control and created RMA's for re
placed hubs.* Used Remote Desktop and remotely connected to servers to launch ap
plications. * Effectively used Cisco's Secure CRT' software to Apply Port Securi
ty to Switches * Worked closely with Maurices IT Support Center to identify and
resolve issues. * Troubleshooted and resolved problems with IPAD Markdown Scanne
rs, Master Terminals, Satalite Terminals, Switches,? Firewalls, Hubs, Wireless
Access Points. ? Experience: ? Manpower Professional Start Date: 3-20-06 End
Support Technician I / Networking Specialist - 01/01/-1 - Jan. 2007
St. Mary's Duluth Clinic Hospital, Duluth MN
Performed a variety of technical support duties to ensure proper and timely inst
allation of new or relocated Hardware, Software Applications and Communications.
Responsibilities included: Investigating assigned request for services; Researc
hing and develop solutions to technology request: moving existing and installing
new/upgraded user end equipment and applications; proactively assist users in e
ffectively utilizing technology including suggest specific training; participate
in the execution of major moves/new facility installation projects as requested
; and perform administrative tasks and maintain up-to-date job knowledge. Provid
e a high level of customer service skills to establish and enhance positive rela
tionships with patents, co workers & staff.* Installed operating systems, applic
ations, peripherals, printers and copiers.* Installed and configured EPIC Care S
oftware.* Preformed site surveys, analyzing customers needs for technology.* Ord
ered Hardware, Software Keys and Peripherals per customers needs.* Worked on the
new 1st Street Hospital move / upgrade project.* Learned to effectively use the
HEAT Service Distribution system implemented at SMDC.* Ghosted images to new co
mputers to setup for mass rollout.* Used SMS to effectively remotely repair cust
omers computer problems.* Worked on Wireless Access Project to determine Hot Poi
nts throughout the SMDC campus* Installed new Blades on Bay Switch, re patched n
etwork drops and removed old equipment * Ordered and tested new Network Drops as
needed or requested with approval.* Attended team meetings and positively parti
cipated in team discussions.* Patched in data ports to chasse switches as reques
ted or needed for the SMDC campus.* Played a key role in the completion of the g
uest access project. * Managed All Data closets at St. Mary's, Duluth Clinic, Mi
ller Dawn, 1st Street and SSB* Updated Morel for Asset Management and inventory
control.* Worked on the move / department restacking projects. * Networked and t
ested radiological C-Arms in surgery with Bio Med.* Created instructional signag
e for all Data Closets and Data Centers. * Worked on the new Virginia Hospital m
ove / upgrade project.* Received excellent feedback on customer service survey c
ards. * Met weekly with Reasonr Representative regarding warranty repair and par
ts inventory. * Reported to management, wrote weekly status reports.* Received a
n Award for Employee Recognition at IS Team Meeting. * Worked with departments a
s a team, such as Data Com, Bio Med, IS Cabling, Telecom and Project Management
to effectively provide a high level of customer service.
Professional Services Software Specialist/Programmer - Jan. 2001 - Present
North Country Business Products, Duluth, MN
Position Summary: ? This position within the Professional Service group is acco
untable for ensuring excellent customer service through coordination of install
processes, customer training, software support, assisting sales staff with demon
strations, working in collaboration with Technical and sales associates and ensu
ring the overall integrity of hardware software/programming applications. ? Ess
ential Functions: * Provided excellent internal and external customer service fo
llowing all company customer service standards including follow-up. * Program, c
onfigure, test, debug, document and install new programs and technologies and ch
anges to existing programs/technologies as well as set-up basic network options.
* Meet and/or exceed company productivity levels as defined for this position.
* Analyze the needs of customers through customer surveys, site visits, sales as
sociate input, etc. * Diagnose and troubleshoot problems by phone or on site to
assist customers or to support other programmers and technicians/engineers on a
company-wide basis. * Work in collaboration with sales staff and technical group
to resolve customer issues. * Prepare installation site with regard to AC wirin
g, cabling and placement; work with customer construction crew and electrician.
* Train customers on the operation and maintenance of POS computer systems and b
ackroom functions. * Contact vendors or access on-line software support to obtai
n information on specifications, problem-solving techniques, drivers, etc. * Pri
oritize installs, training, service calls and support calls to ensure quality cu
stomer service and productivity. * Train and mentor Field Engineers on software
products, functions and operations. * Complete all required paperwork in a timel
y manner ensuring free work. * Proactively research problems and offer solutions
to Manager. * Ensure company vehicle is driven safely and tools and equipment a
re well maintained. * Attend on-going in-house training or formal training to in
crease proficiency; research technology/industry advances and make recommendatio
ns to manager on how to develop new areas of business and generate service incom
e. * Communicate effectively and professionally with customers, all sales associ
ates and management. * Maintain accurate inventory and follow all inventory proc
edures. * Assist with on-site service calls in emergency situations or as direct
ed by supervisor. * Willingly travel as required and where needed as directed by
Manager. * Perform related duties as assigned.
QUALIFICATIONS
* REQUIRED: * Degree in Programming, Computer Science or related education prefe
rred and/or related experience of at least 2+ years in POS programming in either
the retail, hospitality or grocery industries
* * A+ Certification
* * Advanced analytical skills to assess problems or unusual situations and deve
lop solutions
* * Knowledge of all Windows applications required
* * Excellent communication and customer service skills
* * Good driving record and valid drivers
EXPERIENCE
Information Systems Specialist/IT Department Lead/ Computer Sales - 01/01/-1 - P
resent
Tri-State Business Systems, Superior, WI
Provided technical network service/support to customers under service contract r
egarding networks, wireless networks, computers, software, HP, Oki Data Printers
/Color Copiers, and Panasonic Printer/Copier Multifunctional Machines.* Setup on
site Panasonic Multifunctional Machines on new and existing networks implementin
g all the functions of the machine such as PCL, IFAX E-MAIL, FAX, DESKTOP FAX, S
CAN TO DESKTOP, and FAX FORWARD TO E-MAIL.* Developed work goals and department
projects.* Coordinated work projects such as upgrading to new hardware and softw
are.* Purchased hardware and software, maintaining effective inventory control.*
Established work priorities and evaluated cost and time requirements.* Initiate
d and led seminars for upper management and employees re: new technologies.* Sol
d and serviced, wireless networks.* Sold and installed computer systems, softwar
e, networks and printers.* Ensured that programs were compatible with other prog
rams already in use.* Installed maintained and operated servers.* Evaluated work
load and capacity of network and computer systems.* Prepared, Scheduled and pro
cessed work schedules each week for networking jobs.* Determined feasibility of
expanding and enhancing computer operations.* Prepared and presented proposals r
egarding marketing our IT Department.* Made recommendations for improvements in
our DDMS distribution system.* Established a successful web server.* Reviewed an
d tested programs and operating systems in a network environment.* Maintained in
ventory of all hardware and printer parts.* Sold and installed security programs
, firewalls and antivirus software.* Served as lead printer service technician f
or HP, Oki , Lexmark, Panasonic, color laser, monochrome laser, bubble jet and d
ot matrix service ordering all printer parts.* Trained subordinates and supervis
ors in networking troubleshooting techniques. * Consulted with users and custome
rs to identify and solve problems with software, hardware and networking issues
usually resulting in upgrades and/or sales.* Assisted subordinates and superviso
rs in identifying and resolving IT related problems.* Read manuals, periodicals
and technical reports to learn ways to develop service programs to meet customer
request and requirements.* Prepared flowcharts and diagrams to illustrate netwo
rk infrastructure and business models using Microsoft VISIO.* Purchased and main
tained security software for Tri-State Business Systems and clients.* Responded
to written and telephone requests for technical support.* Designed and produced
web site graphics. * Wrote, designed and produced a new profitable Gold Networki
ng Service Contract.* Used diagnostic software to detect problems with networks.
* Consistently met or exceeded IT/Service Dept. goals.* Assisted management in p
lanning and implementation of new types of service contracts. * Obtained status
of Authorized Oki Data Service Center using my certifications and credentials.*
Authorized by Oki to service and sell and service all Oki products. * 4+ years f
ield experience as a professional certified networking, computer consultant and
printer sales & service technician
EDUCATION
Jan. 1994
Wisconsin Indianhead Technical College
Microsoft Certified Technical Education Center1000+ hours Instructor led, hands-
on and scenario based lab training program in network engineering and database a
dministration using Microsoft Windows 2000 & Microsoft SQL 7. Class consisted of
thorough, interactive, team-based training in networking, hardware and software
troubleshooting, network design and implementation.* MCP Microsoft Certified Pr
ofessional * CompTIA A+ CompTIA Certified PC Technician
Associate, Communications - May 1993
Itasca Community College , Grand Rapids, MN ]
Certificate, MCP A+ - Jun. 2000
Microsoft Certifed Education Center, Duluth, MN
REFERENCES
References? Greg Pahos? Service Manager? Tri-State Business Systems? Work #
715 392-6221? Cell # 218 590-0422? Jon Winters? Owner? Winters Systems Compu
ters? Work # 715 394-9262 Kap Wilks? Manager? SUSU Medical Solutions? Work #
? t (218) 529-7900? f (218) 529-7920 ? More references available upon request
.
SUMMARY
A+ Certified PC Technician Certification ID# OMP1057160
Microsoft Certified Professional Certification ID# 2512162