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Following is a list of my job duties and skills, organized by employer. 

Liberty Mutual (Safeco) - In this position I fulfill a complex role as a PC support technician, network support technician, and Telecommunications technician. My primary responsibilities include vendor interaction and ordering for our growing telecommuter workforce, desktop support in a 700+ user combined call center and regional claims office, and local telephony support in an Avaya G3R environment.  Additionally, I am IBM Certified for warranty repair of desktop and mobile platforms, and HP Certified for warranty repairs on HP desktops/workstations.

Cascade - Dedicated contract technical support person for the Bank of America Bankcard Services call center in Spokane, Washington.  In this capacity, I supported 500+ personnel with hardware, software, and network connectivity issues on a daily basis.  I was also responsible for maintenance of an inventory database, IP address sheets, organization and upkeep of telecom closets, Token Ring and Ethernet network wiring.  Assist network administrators in installation and maintenance of network hardware.

Telect - User troubleshooting in HP ASK, Oracle, Groupwise, Novell Netware 3.12 and 4, Windows NT 4.0, Windows 95, MS Office Suite, Meridian PBX and voice mail.  Assist technical staff in hardware and software upgrades and installations.  Set up user logins and passwords in Oracle/HP9000. Work as part of IS team to maintain smooth operation for end users.

I am eager to speak with you to discuss how these skills, coupled with my intense desire to learn and be challenged, will become an asset to your organization.

Work experience

Nov 2000Present

IT Analyst – End User Support

Liberty Mutual Northwest (Safeco)
  •  PC Support: Support more than 700 customers in a Windows 2000 server/desktop environment, working in a combined Service Center/Service Office campus. Meet or exceed the different levels of SLAs for the many departments housed in this location. This involves use of the Remedy ticket tracking system for both Incident and Change Management processes. Perform warranty repair on HP/Compaq desktop PCs and servers, as well as IBM Laptops and Desktops. Work in conjunction with Puget Sound application support personnel to support in-house software applications, as well as standard Office applications.
  • Server/Network Support: Provide support and service for 10 + HP/Compaq servers and their associated network, backup, and UPS systems. Work in conjunction with Home Office network operations center personnel in troubleshooting/repair of network connectivity between the Spokane site and the rest of the Safeco network. Coordinate work to meet Safeco’s Change Management process (ITIL) to minimize outage and service impact.
  • Telecom Analyst: Telecommunications duties include primary responsibility for procurement of telephone and broadband services for telecommuters supported out of Liberty Lake, including billing. Also includes installing and maintaining analog and digital telephones, voicemail accounts, and call queues in a Lucent Definity environment. Coordinate work to meet Safeco’s Change Management process (ITIL) to minimize outage and service impact.
  • Wireless: Procure wireless services for Safeco employees nationwide, including cell phones, AirCards, Blackberries, and other wireless devices. Direct interface with Safeco’s preferred wireless vendors, primarily Cingular and Verizon.
  • Selected accomplishments:
    •  Performed in a leadership role by taking over the Northern California and Richardson, TX System Support Units while those locations were undergoing staffing changes. In Richardson, I was the only analyst on site for 2 weeks and led the unit for a total of 7 weeks. Interviewed for new employees/contractors and served as the manager’s representative with business partners, Human Resources, and Corporate Security.
    • Primary local contact for the upgrade of the Avaya G3R phone switch processors to Avaya S8700 media servers. This involved removal and replacement of the processor carrier and installation of boards required for the upgraded infrastructure.

    • Performed a detailed inventory of all network and server equipment in the Spokane campus as part of the Site Survey project, including power sources and backup power systems, as well as shutdown and startup documentation for both telephony and network systems.

    • Coordinated and performed the network and phone moves for both the Boise and Missoula field offices. Direct interface with Qwest and Safeco Network Ops personnel. Other than the certified CAT5 pulls performed by Verizon, I did all the network and phone wiring, T1 installation, Ethernet switch installation, and all associated tasks for both locations.

    • Participated in the repair, upgrade or replacement of several routers or other network equipment in both the Service Office and Contact Center, including direct interface with AT&T, Qwest, and other vendors.

    • In the past 5 years, I have coordinated the repair, upgrade or replacement of 8 different servers in both the Spokane Service Office and the Spokane Contact Center, including mission-critical servers such as Pathfinder, CVO, and file Servers.

Feb 1998Nov 2000

Support Specialist

Cascade Computer Maintenance
  • Primary responsibility: Dedicated contract technical support person for the Bank of America Bankcard Services call center in Spokane, Washington.
    • Install, troubleshoot and repair PC hardware and peripherals.  Maintain network cabling and cross connects.  Installation and upgrade of network hardware.
    • Direct user software support:  Windows NT 4.0, Windows 95, Windows 3.1, DOS 6.22, Host application software, MS Office Suite, Internally developed software.
Oct 1996Feb 1998

Help Desk Operator

  • Provide technical support both directly and over the phone to all internal computer users.  Track and follow up on user requests.  Additional operational duties on the HP3000 and HP9000 systems as assigned.
  • Assist network administrator in basic Novell NetWare 3.12 and 4.0 server operation and maintenance.
  • Trained to support all Oracle modules in use at Telect.
  • Personally responsible for the reorganization of the backup tape system.  Also created the documentation for the new system for use in training and reference purposes.





IBM/Lenovo Desktop Systems Warranty Service Certification


IBM/Lenovo Mobile Systems Warranty Service Certification


HP/Compaq APS Certification for Desktops and Workstations


CompTIA Network + Certification


CompTIA A+ Certification


MCSA (Microsoft Certified Systems Administrator)