To excel in a position as a IT Support Technician in a corporate help desk environment.


Over 15 cumulative years of service-oriented IT experience supporting end users, troubleshooting and maintaining PC’s in municipal and corporate business environments. My superior analytical and problem-solving abilities and a track record of improving operations will allow me to excel in a help-desk ticket management system with logging, metrics and IT business case development. 16+ years of Graphics Design and customer service experience combined with excellent communication and organizational disciplines. A demonstrated background working well with others in one-on-one and group settings. Highly adaptable and a quick learner with strong working knowledge of various forms of application software, PC hardware and peripherals, wired and wireless networking media and equipment, operating systems, and security policy and implementation.



Graphic and Print Design

Advanced print design and prepress preparation utilizing Adobe Master Suite CS4 (Photoshop, Illustrator, Acrobat), Macromedia Freehand, QuarkXpress, FastFilms and Flightcheck.   Publication design and layout using Adobe InDesign CS4, Adobe Pagemaker, Microsoft Publisher, Microsoft Office Suite 2007, and QuarkXpress.   Presentation design using Microsoft Powerpoint, OpenOffice Impress, and Adobe Acrobat.  

Web Design

Languages: HTML, XML, CSS, JQuery, T-SQL, VB.NET,  and Javascript.   Proficient in creating front-end web design utilizing the WYSIWYG applications Macromedia Dreamweaver CS4, Microsoft FrontPage, Adobe Go Live, and Kompozer   Advanced experience creating web-optimized images using Adobe Photoshop CS4, Illustrator CS4, Fireworks CS4, and CorelDraw X4   Code correction and editing using Notepad++ and Visual Studio 2005/2008.

PC Hardware Maintenance and Troubleshooting

Data backup, recovery and re-imaging Windows OS, application installs and troubleshooting, advanced systems configuration, wireless, cellular and handheld device support, network and local printers, multi-vendor hardware & software support, laptop and desktop hardware troubleshooting and repair.

LAN / WAN / WLAN Networking

Network design, engineering, implementation, and deployment using Cat5 and Cat5e UTP media and networking devices. Wired and wireless Router / Hub / Switch / Firewall configuration. IEEE 802.3 and IEEE 802.11 a/b/g/n network hardening.

Active Directory

Experience configuring Active Directory domains in an development environment including but not limited to, AD Users Rights and Certificate Authority management, MS Sharepoint Services Server support and administration, DNS, DHCP, RRAS, and IIS configuration and maintenance.

Windows Vista / Windows 7 OS

First-hand experience incorporating Microsoft's next generation OS platform into current and legacy computing environments. Also versed in the support, maintenance, and deployment of Windows Vista / 7-compatible PC's and peripherals.

Windows XP OS

Microsoft Certified Professional - Windows XP. Fully versed in the support, maintenance, and deployment of Windows XP-compatible PC's and peripherals.

Work History

Work History
Mar 1993 - Present

Freelance Graphic Artist


Logo creation and corporate identity consultation, illustration services, corporate collateral design and layout, promotional material creation, and website design and implementation

Jun 2008 - Aug 2008

Production Artist

Squeegee Sharks LLC

• Responsible for both day-to-day and long-term maintenance and technical support of the print shop, including analyzing requirements and suggesting solutions to meet user needs. Provided support for 4 users. Consulted on upgrade to production printing system. • Proffered in-house graphic design services, as well prepress preparation of camera-ready art for silk screen print production. Produced simulated process, process, index color, and spot color separations for output to ink jet film • Carried out other desktop publishing services which include preflighting, file conversion, photo retouching, typesetting, and color matching

• Advised ownership on upgrades to print production system.

Feb 2007 - Jan 2008

Inkjet / Laser Cartridge Technician

Cartridge World Lithonia-Brookhaven

• Refilled commercial-grade inkjet and laser printer cartridges (Both locations) • Implemented print cartridge testing array (Lithonia) • Supplied customer care information in relation to cartridge and printer maintenance (Both locations) • Trained prospective employees per company production guidelines (Lithonia). • Inventory management, accounts receivable, supply ordering and restocking (Both locations) • Cashier and checkout duties (Brookhaven). • Compiled and charted survey information from customer database for affiliates and service partners

Aug 2005 - Jul 2006

Production Artist

Midtown Graphics

•  Performed graphic design and prepress preparation of camera-ready art for silk screen print production and produced 4-color, process color and spot color separations of output to film

•  Created full-color art for digital transfers, buttons, and other applications

•  Promoted positive customer interaction. 

Jun 1996 - Nov 2001

Jr. Staff Artist

Atlanta-Fulton Public Library

•  Furnished desktop publishing and digital prepress tasks, manual cut-and-paste composition, matting, large-format reproduction and display creation and illustration, and executed support services which encompassed proofreading, copy editing and automated preflighting  as well as supervised interns in the production of AFPL promotional materials and print collateral   

•  Consulted on redesign and relaunch of AFPL and Auburn Avenue Research Library websites

•  Spearheaded overhaul of the AFPL Art Department's information systems infrastructure by making the business case for facilitating interoperability between Mac and PC Platforms

•  Rendered customer service duties which included but weren't limited to expediting customer job requests, reconciling vendor invoices, phone tasks, generating purchase orders for system hardware, software, and production supplies, interfacing with equipment vendors


Oct 2008 - Oct 2010

Associate Degree

Interactive College of Technology

•  Pursuing Associates of Science Degree in Computer Information Systems Technology (43 credits) GPA: 3.97

•  Relevant training includes: CompTIA A+, Security+, Server +, and Network+ Certification Exam Prep, Microsoft MCSA Certification Exam Prep( Windows XP, SQL Server, Server 2003), HTML, Web Site Design, and Visual Basic 2005

Design Samples


Dec 2009 - Present

CompTIA A+ IT Technician

Dec 2009 - Present

Microsoft Certified Professional

Feb 2010 - Feb 2011

Dell Certified Systems Expert - Managed Deployment Tech Lead Assessment Rev. A01

Dell DSP Field Solutions
Feb 2010 - Feb 2011

Dell Certified Systems Expert - Basic Wireless Technology

Dell DSP Field Solutions
Feb 2010 - Feb 2011

Dell Certified Systems Expert - DMS (NON_DSP) Client Softskills - Certification

Feb 2010 - Feb 2011

Dell Certified Systems Expert - Associate Server Certification V10.0

Dell DSP Field Solutions
Jan 2010 - Jan 2011

Dell Certified Systems Expert - Customer Handling Skills Certification




Jay Abreu

Mr. Abreu is one of my unofficial career advisors and mentors. He has an extensive background in IT,  Help Desk Support, and Data Center migration experience. He keeps me abreast of the latest trends in the IT career field.

Andre Gipson

Mr. Gibson is a trusted administrator, instructor, and one of my career advisors.

Byran Edwards

I have provided contract design services, PC maintenance and troubleshooting services for Mr. Edwards since 2005.