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Work experience

Feb 2010Present

Member Service Representative (MSR1)

Mid-Hudson Valley Federal Credit Union

I provide member services, such as:

- Loan, Mortgage, and Credit Card payments/options

- Account Balance Inquiries

- Account Withdrawals and Deposits

- Other basic banking procedures and services


Jun 2006Present

Customer Service Representative

Sam's Club

Basic Customer services, such as cash-out, knowledge of products and product location, etc., and general courtesy.

Sep 2007Jun 2009

Help Desk Associate

SUNY Potsdam

Duties Included, but not not limited to:

- Providing Tier One Help Desk support to faculty, staff, and students.

- Customer support via a ticket tracking system to manage and document job resolution.

- Problem solving and troubleshooting hardware and software issues.

- Driver support, reformats, loading windows/OSX, reinstalls, high level application de-bugging.

- Installation of memory, hard drives, and cd-rom.

- Transportation and safety management of equipment.

- Assisting with maintenance and management of disc images, IE, building and copying.

I have experience troubleshooting the following programs:

OS Support

  - Windows XP

  - Mac OS X 10.4 and later

  - Application Support

  - Microsoft Office Suite 2003 and later

  - Open Office

  - Nero

  - Thunderbird

  - File Maker

  - Mac Mail

  - Ultra VNC

  - Timbuktu

  - Chicken of the VNC

  - Meeting Maker

  - Spybot Ad-aware

  - Malawarebytes AntiMalaware

  - "7- zip" Compressing Technology

  - Winzip

Browser Support

  - Firefox

  - Internet Explorer

  - Safari

  - Blackboard

I also gained basic Networking skills, including the following:

- Ethernet: Primarily connecting and basic troubleshooting techniques.

- Private Networking Access: Understanding shared space and "helios" accounts. (In SUNY Potsdam, a Helios is a shared space that all faculty and staff received as part of the SUNY Potsdam Network).

- Providing Support for the Local Intranet: Supporting student and faculty "SUNY" accounts, such as password changes and account management.

- Utilization of VPN networks.

I was also involved in SUNY CTS (Computer Technology Services) relations with the student body, via the student assembly.


Aug 2009Present

In Process

SUNY Ulster

I am currently attending SUNY Ulster in hopes to further my abilities as a troubleshooter. The Applied Associates in Science degree prepares me to get the Cisco Certified Network Associates(CCNA) and the Cisco Certified Network Professionals degree(CCNP), as well as becoming A+ certified.

I currently hold a 3.39 Cumulative Grade Point Average, and Have completed the following Networking-Related courses with the following letter grades:

- Networking 101 Networking Fundamentals: A

- Networking 102 Routing Protocols and Concepts: A

- Operating Systems and Utilities: B+

- Networking 103 LAN Swithing and Wireless: A

Classes currently in Session (including projected letter grades):

- Networking 104 Accessing the WAN: A

- Microsoft Server 2003: A

- Microcomputer Hardware CIS 215: A

Aug 2007Jun 2009

SUNY Potsdam

Extracurricular Activities and Involvement:

- The Potsdam Pitches (an advanced a capella singing group)

- Student Assembly

- Video Gaming Club

- Rugby

- Ultimate Frisbee


Microsoft Server
Hands on experience with the following:   - Active Directory - DHCP and BOOTP (legacy) servers - DNS - Local and Network Printers
I have a thorough understanding of CISCO Networking.    General   - TCP/IP Stack - 7 layer OSI Model - Troubleshooting   Routing   - I understand all current LAN routing protocols such as: RIP, RIPv2, EIGRP, OSPF. - I understand how packets move through the network. - When looking at routing tables I see the paths the projected routes take.   Switching   - Vlans - Trunking - STP   WAN (Beginner - Level familiarity)   - PPP - HDLC - Frame Relay - ACLs - NAT - DHCP
In my experience at SUNY Potsdam, I learned not only how to fix singular issues but the heuristics behind troubleshooting; I learned how to ask the right questions and look for the warning signs.   I have been developing my troubleshooting skills at SUNY Ulster where I attend school for Network Administration.  I have attended a year's time.


I am seeking a rewarding opportunity to further my experience in the fields of Information Technology and Hardware Maintenance, and use my skills to become an asset to a great company.


I have a great deal of interest in computing, gaming, athletics, nutrition, music, people, and learning.


Julie Jansen

Supervises Personal Teller Machine operation and maintains rapport with employees and members.

Karl Wick

Teaches Cisco Networking at SUNY Ulster. Has a large amount of knowledge and experience with networking, hardware,and software in the IT Field.