A LAN Administrator/Computer Technician utilizing over 20 years of technical experience, customer relations and studies in computer science and management. Adept at identifying, researching, and resolving complex technical problems and managing escalation procedures to ensure that service levels are maintained. Successfully integrating acquired skills with a team-playing attitude; providing unique abilities within a progressive work environment.
Experience
Sr. End User Support Specialist, 1997 to Current Johns Hopkins University – Baltimore, MD,
Full-Time employee, working at least 40 hours per week.
Instrumental in supporting AD Migration project in corporate environment for 500+ users.
Manages 500+ users on a Microsoft Exchange 2010 environment with Microsoft Outlook 2010/2013 as the e-mail client.
Provides professional support to 500+ customers with various computer-related problems ranging from email support to the configuration of LAN resources to desktop and laptop configuration within a Microsoft Windows 7 and Microsoft Office 2010/2013 environment.
Diagnoses software and hardware problems for clients, both hands-on and using the remote tool BOMGAR, within a Microsoft Windows 7 corporate environment.
Responsible for proper management of inventory control of computer equipment through database information entry.
Serving as lesion between customers and other IT departments, such as Network Operations and Email Services.
Assists in maintaining standard computer workstation configurations.
Communicates highly technical information to both technical and non-technical personnel.
Demonstrates team-playing attitude and collaboration skills by assisting other members of the support staff.
Conforms to SAIC policies and procedures, including the implementation of off-site backup and encryption of all user computers.
LAN Administrator II, 01/1996 to 01/1997 Fanuc America Corporation – Rochester, MI,
Integrated hardware and software with respect to Novell NetWare 4.1, Microsoft Windows 95 and Microsoft Windows NT 4.
Diagnosed software and hardware problems dealing with Novell NetWare 4.1, Microsoft Windows 95 and Microsoft Windows NT 4.
Installed and maintained various computer equipment and software.
Maintained proper inventory control through database information entry.
Helped create first-rate business relations with customers and vendors.
Demonstrated team-playing attitude by assisting other members of the support staff in various activities.
Microcomputer Technician, 01/1994 to 01/1996 Nuclear Regulatory Commission/TRI-COR Industries, Inc – City, STATE,
Installed and maintained of various computer equipment for a government contract.
Performed hardware and software installations and modifications.
Integrated hardware and software with respect to Novell NetWare 3.11 and 3.12 networks.
Organized service requests and distributes requests among technical staff.
Provided customers with assistance in troubleshooting local and Novell NetWare 3.11 and 3.12 applications.
Utilized technical writing skills in summarizing compiling and submitting detailed troubleshooting documentation to government and non-government personnel.
Responsible for database entry information necessary for maintaining proper inventory control.
Exercised team-playing attitude by frequently assisting other members of the support staff in a variety of activities.
Established vital business relationships between customers and vendors.
Technical Manager/Service Technician, 1989 to 1994 COMP USA – City, STATE,
Managed two Philadelphia area technical departments comprising a total of approximately 15 technicians Assisted in the management of one Maryland technical department of approximately 10 technicians.
Utilized local resources in the recruitment of exemplary personnel, for the establishment and maintenance of two Philadelphia area technical departments.
Created and implemented several important policies and procedures while managing eight member technical departments at two Philadelphia area retail stores.
Abetted in the opening of four computer retail stores.
Assisted in the installation and maintenance of Novell NetWare 3.11 networks at two retail locations.
Aided personnel in troubleshooting local and Novell NetWare 3.11 applications.
Provided professional technical support to all clientèle.
Achieved strong rapport with retail, corporate, government clientèle along with store personnel at five retail locations along the East Coast.
Aided in the selection of merchandise, and assisted in inventory control and display design at four retail locations.
Field Service Engineer, 1987 to 07/1989 NATCO Terminal Support – City, STATE,
Performed in-house and on-site maintenance and repair of various PC's, terminals and printers.
Provided professional phone support to customers with various computer and printer-related problems.
Helped maintain good business relationships between the customer and the home office.
Education
Associates of Science Degree: Management/Computer Information Systems Management, Expected in 2008 Park University - Arlington, VA GPA:
Management/Computer Information Systems Management
Bachelor of Science Degree: Management/Computer Information Systems, Expected in Park University - Arlington, VA GPA:
A Bachelor of Science Degree in Management/Computer Information Systems is expected at a later date.
Applying past completed classes at Howard University and Montgomery College, to obtain degrees at Park University.
Select One: Computer Science Electrical Engineering, Expected in 1995 Howard University/Montgomery College Howard University Montgomery College - Arlington, VA GPA:
Completed 18 hours of course work in Electrical Engineering degree classes at Howard University, with minor course work at Montgomery College.
Certification in Computer Technology: , Expected in 1987 Control Data Institute - Arlington, VA GPA:
From 1986 to 1987, completed 910 hours of course work in advanced electronics, data processing, communications, computer installation, troubleshooting and service.
Interests
Astronomy and Planetary Science
Automotive Design and Technology
Bicycle Riding and Fitness
Cooking
Dogs - Non Medical
Home Improvement
Model Replica Building
Star Trek and Star Wars
Video games
Awards
Associate of Arts in Management, 1/08
Dean’s List – Montgomery College, fall semester 2007
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School Attended
Park University
Park University
Howard University/Montgomery College Howard University Montgomery College
