Work Experience

H&R BLOCK, Dublin, OH 2001 – 2014

Infrastructure Engineer, Corporate Office 2007 – 2014

Oversaw system image process for wide variety of corporate assets in use by 100+ local and 80+ remote associates.

Created user profiles; performed maintenance and software installations.

Served as primary point of contact for all IT questions and concerns.

Provided system technical support for associates experiencing difficulties covering wide range of mobile assets as well as traditional desktop / laptop and software issues.

Solved system cases and fulfilled change request service tickets for all system software issues including in-house developed assets.

Supported, authorized organizational system access, including share drives and folders.

Installed and provided troubleshooting support for Fax / Printer / Scanner devices.

Served as 3rd-tier remote support team leader of associates for field office troubleshooting during peak support (tax) season.

Configured, supported wide variety of remote connection technology solutions.

Worked with many industry standard operating system platforms, including most recently Microsoft XP, Windows 7 and Windows 8.

Field Support Technician, Corporate Office 2003 – 2007

Provided support to 23+ corporate and franchise tax offices, including Wal-Mart kiosk locations; set up new tax offices; dismantled offices post tax season.

Demonstrated mastery in all aspects of tax office operations, including computer problem troubleshooting, telephone support, printer repair, networking and tax office training.

Provided setup for tax associate training, PC re-imaging, security encryption, data transfer, client loading, and database rebuilds.

Updated, configured, maintained system during tax season.

Setup and maintained wireless, DSL, Modem and Router, among other technologies.

Provided Tier-1 tech support for tax preparation and E-file tech support.
Karen E. Hostettler xxx@xxx.com Page Two

H&R BLOCK (Continued)

Tax Specialist to Senior Tax Advisor 2001 – 2008
Utilized E-File, Host rejects, Master File Updates, Check Printing in remote field offices.

Opened and closed procedures in field tax office environment.

HOURGLASS TRADITIONS, Chillicothe, OH 1996 – 2000

Owner and Operator
Specialized in all aspects of business, including:

Management – 4 years.

Inventory.

Payroll.

Purchasing.

HER RON NEFF REALTORS, Chillicothe, OH 1988 – 1996

Real Estate Agent

Sales agent.

Listing agent.

Member of the Ross County Board of Realtors.

Education

Business Management, Ontario High School, Ontario, OH

Professional Development

Basic Income Tax Course 2000 and 2001; Classes included:
Employee Business, Everyone's Return, IRA Skills, Disposition of Assets, AMT, Sole Proprietorship, Retirement Plans, Amended Returns, Retired Taxpayer, Ethical Considerations,
Employee Compensation, Depreciation, Employee Stock Options, Financial Distress I & II, Commercial Fishing, TPS Training

TPS Training, Corporations, Columbus, OH

Estate, Hondros College, Columbus, OH

A+ and Network Plus classes, New Horizon, Columbus, OH

Awards

Client Focused Award, H&R Block, 2010 and 2011