Summary
Technical Support includes:
7+ years of hands-on desktop support.
Repeat assignments: Key Bank, Sterling, Allstate
Effective within different environments: Health, Financial, Manufacturing, Insurance
Able to quickly adapt to new client environments.
Strong troubleshooting skills.
Easy-going professional able to easily interact with end users.

Certifications / Training

Network+ Certification** - CompTIA, 2007
** currently studying to take the exam for Network+ Certification
A+ Certification - CompTIA, 2003
- Hardware and Software
Windows 2000 Network and Operating System Basics - The Computer Workshop, Inc., 2001
- Continuing Education-Certificate of Completion
Wide Area Networking - Cleveland State University, 2000
- Continuing Education-Certificate of Completion
Local Area Networking - Cleveland State University, 2000
- Continuing Education-Certificate of Completion

Employment
June 2007 – Present: Independent Consultant
February 1999 - May 2007: Venture Lighting International, Direct Hire

Highlights
June 2007 – Present
Independent Consultant

Clients include:
Financial: Huntington Bank, Key Bank, PNC Bank, Morgan Stanley,UBS
Health: Kaiser Permanente, University Hospitals, Akron Children’s Hospital
Insurance: Allstate Insurance
Manufacturing: Bridgestone Firestone, Diebold, Inc., Akzo Nobel, Inc
Retail: Kohl’s, Target, JoAnne Stores, Giant Eagle Stores
Additional: Sterling, Inc., Cleveland State University

Project Highlights:
Windows 7 Conversion. Client: Windstream Communications
Manned a Windows 7 migration help desk
Created incident tickets using the Remedy system
Provided support to users regarding changes to PCs as a result of Windows 7 migration
Dispatched field technicians to remote locations
Deployed software to imaged PCs using Matrix42 system
Performed diagnostics using Microsoft Remote Assistance
Windows 7 Conversion. Client: UBS
Copy user data to external server
Install Windows 7 from script on external hard drive
Verify data transfer at conclusion of installation

POS Support Technician. Client: Sterling
Receive calls requesting support for company procedures and applications
Using Red Hat Linux based client to remotely access store systems and registers
OS/programs used: Windows XP, Red Hat Linux, QVT terminal server, Telnet
Deployment Specialist. Client: Hewlett Packard
- Deployed new Hewlett Packard printers at corporate headquarters and branch offices
- Tested new printers for proper operation
Refresh Technician. Client: PNC Bank
- Installed Dell replacement computers
- Connected existing peripherals and POS equipment
- Used scripted procedure to install software and set up mapped drives and network printer
Deployment Technician. Client: Kaiser Permanente
- Deployed Xerox laser printers
- Configured printers for network connection
Deployment Technician. Client: Allstate Insurance
- Set up Pcs at new location; Connected cables, mouse, and keyboard
- Tested network login on systems using Windows XP
PC Deployment Technician. Client: Kohl's Department Stores
- Arranged equipment in cabinet according to predefined standards
- Attached handheld PC equipment, printers, and spare batteries to chargers
POS Support Technician. Client: Sterling, Inc.
- POS refresh project
- Remotely assisted retail personnel in the installation of scanning equipment for credit card processing
PC Deployment Technician. Client: Morgan Stanley
- Installed new PC equipment
- Verified migration of data from old PC to new one
- Tested functionality and migration of e-mail to Microsoft Outlook
PC Deployment Technician. Client: Giant Eagle,
- Installed new PC systems
- Tested various applications for functionality
Bio Technician. Client: University Hospitals
- Unpacked and staged new patient care units for processing
- Removed data from old units
Bio Technician. Client: Akron Children’s Hospital
- Performed annual testing of patient care equipment
- Upgraded medical software
- Dispatched defective equipment to proper channels for repairs
Deployment Technician. Client: Compucom
- Ran scripted instructions to backup user data from original notebooks
- Restored user data on new notebooks and installed Microsoft Outlook for email access
- Installed wireless access and Cisco VPN utilities for remote login
- Provided training to users for accessing email and logging in to wireless and VPN programs
Computer Specialist. Client: JoAnne Stores
- Assisted in company wide migration to Google Apps Suite
- Manned help desk to assist stores in opening at start of day
- Used Remote Control program to log in to store register and POS equipment to troubleshoot
- Used Service-Now to create tickets for problems handled as well as those delegated to second level support
Printer Technician. Client: Xerox / Cleveland State University
- Participated on a Xerox printer deployment team
- Configured initial printer settings, Mapped users to a new printer, Tested network printing

PC Deployment Technician. Client: Akzo Nobel
- Deployed new Pcs(desktops and laptops) to corporate user community
- Configured new systems and tested them for readiness using a checklist
- Answered general support questions from users at desktop locations
PC Technician. Client: Arrow Electronics
- Installed system encryption software on IBM/HP laptops
- Verified post-installation login ability by user

POS Technician. Client: Target Stores, Inc.
- Installed RAM in POS cash registers, Installed new digital credit/debit card readers, Tested barcode scanners

PC Technician. Client: Key Bank
- Assisted in rollout of Cisco 3560 switches, Terminated cable connections on new switches
- Verified user PC and printer connections
Help Desk Specialist. Client: Cleveland Clinic
- Took part in pilot project to establish high volume telephone help desk
- Received calls and routed issues to appropriate resources
- Logged resolved issues into online help desk system
PC Technician. Client: Huntington National Bank
- Refreshed hardware and software(O/S) at various bank branches, Set up new Pcs and other devices as needed
- Rolled out new server at each branch
- Used script files to configure PCs
Help Desk Technician. Client: Allstate Insurance
- Assisted remote offices in converting from old Pcs and equipment to new units
- Verified that data migration was successful
- Used Go to Assist to remotely access agent's PC to install and verify software
- Set up and tested printers in AS400 system
POS Technician. Client: Key Bank
- Rolled out PC and POS equipment to be used by bank tellers, Downloaded software to run POS equipment
- Tested POS equipment and printers
Desktop Support Technician. Client: SIRVA Corporation
- Set up Pcs in user cubicles at new location, Verified network connectivity
- Mapped users to and tested network printers
- Provided additional telephone and desktop support to users as needed
PC Technical Support. Client: Key Bank
- Reclaim Pc's from desks of departed employees and process them through the Asset Management System
- Disposal of obsolete Pc's through Asset Recycling Program
- Rollout new Pc's and monitors to users
- Telephone and desktop support for users as needed
Printer Support.
- Mapped users to new network (Xerox) printers, Completed special requests by users on additional printer mappings

Direct Hire

February 1999 - May 2007
Venture Lighting International
Technical Support Specialist
- set up new PCs and installed required software
- tested readiness of PC and deliver to user
- assisted in the administration of a Windows NT/2000 Server/Server 2003 network
- maintained internal phone and voicemail system in a Siemens Hicom environment
- tested and recommended purchase of new hardware and software
- installed and used the Windows XP operating system on a regular basis
- used Lotus Notes as an e-mail client and database for technical documentation

EDUCATION
University of Akron, Bachelor, Personnel Management
University of Akron, Bachelor, Accounting