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Work experience

Oct 2008Present

Software Support Engineer I

Global Financial Aid Services
  • Effectively troubleshoot hardware and software issues with desktops, laptops and servers.Troubleshooting proprietary software with clients over the phone.
  • Scheduling downtime with floor Team Leaders to lessen impact to production.
  • Handling issues by phone, email and in trouble ticket software suites (Maximizer / Jira).
  • Working with SQL management studio, navigating databases, writing and executing custom queries.
  • Repairing\upgrading\cannibalizing desktop and laptop PCs.
  • Proper decommission and disposal of outdated equipment.
  • Thorough understanding of Windows OS including Command line and peripherals.
  • Day to day operations with Microsoft Exchange
  • Day to day operations with SnapManager for SQL Server
  • Occasional data recovery/back up.
  • Working largely unsupervised.
Jun 2006Aug 2008

Gate Keeper

New Spectrum Waste Services
  • Monitor traffic in and out of landfill site.
  • Operate electronic equipment to weigh trucks.Calculating cost of various products based on weight or volume.
  • Answer questions or concerns regarding monetary rates for services rendered or equipment leased.
  • Operating a Windows XP computer.General computer maintenance.
  • Accept money/checks and maintain a balanced cash drawer.
  • Assist the office manager in payroll, accounts payable and receivable.
  • Using Microsoft Excel and Outlook to maintain daily recordsand forward them to company owners in Virginia.


Web Development
I do have knowledge of web development, but find little reason to use it currently. I was capable with HTML4 and CSS2.
PC Builder
I am very comfortable with the building and setup of the majority of PC hardware configurations.
SQL Query development
I develop and use SQL queries almost daily. These queries run from simple select statements to the use of variables and sub-queries. programmer
I have written 3 programs in   A date calculator for calculating financial aid specifics A program that retrieves, displays and automatically copies a number string taken from several tables in a SQL database A program that retrieves data from several tables in a SQL database and then allows the end user to update boolean values.  


My Interests include:

  • art
  • music
  • PC games
  • New technology
  • programming
  • teaching those who want to learn what I know



I have written several programs and/or SQL procedures that streamlined help desk operations and company operations including  a VB.Net program that retrieves data from several tables in a SQL database and then allows the end user to update Boolean values. This allowed the user to correct issues without escalating them to the help desk and eliminated up to 30 tickets daily.

Reference materials

I independently created and now maintain a help desk and computer operational wiki with my current employer. This includes many pages of step by step job instructions, troubleshooting procedures and S.O.P.s, written mostly by myself. This wiki was officially adopted by our help desk as a go to point for all information related to the help desk.


Experienced help desk, computer operator and desktop support technician

  • Over 5 years experience interacting with internal users and external clients, troubleshooting software and hardware issues
  • 10+ Years experience in customer service
  • Developed several programs, scripts and BAT files which eliminated wait times for clients and up to 30 help desk tickets daily, increased operator productivity and decreased human error among the operational jobs.
  • Created a help desk wiki to catalog known fixes, how-tos and references, using open source software
  • Headed project to bring SVN and Atlassian's FishEye services in house
  • Can work largely unsupervised and still meet goals


Apr 2011Apr 2014

Computer Technical Support

Apr 2011Apr 2014

Computer Fundamentals (Win 7)

Apr 2011Apr 2014

Computer Literacy (Windows 7)



Austin Daigle

I was Austin's trainer when he entered the IT department.

Chris McAndrew

Chris was a network administrator with Global Financial Aid Services.

Stephen Feagins

Stephen originally trained me when I entered the IT department.