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Summary

More than ten years of professional experience troubleshooting computer hardware and software issues as well as network problems in both a call center environment and on-site. Experience with various software such as Windows, Active Directory, and Citrix. Hands on experience with a variety of hardware ranging from personal computers to advanced circuit boards. Experience being involved in management of beta programs and have managed logistics for 50 - 100 beta tests per year.

Objective

To obtain an IT position that utilizes my experience as an IT professional having responsibility for all aspects of IT including managing staff and overseeing projects.

Work History

Mar 2008Present

Associate Producer/Show Host

Stolendroids Media

• Provide articles and other content for Stolendroids.com

• Assist with design and maintenance of Stolendroids.com website

• Co-host of weekly Stolendroids and monthly Stolendroids Present podcasts

• Schedule and interview guests for Stolendroids Present podcast

Jul 2011Present

Beta Test Manager

Centercode, Inc.

• Manage projects for several leaders in the tech industry • Interface with company representatives • Coordinate shipments to beta testers• Verify technical issues• Act as liaison between clients and testers regarding suggestions, problems, etc. • Create reports detailing beta test results

Jun 2010Jul 2011

Client Support Administrator

Rylex Consulting
  • Provided desktop Engineering Support for hardware, software and services necessary to support personal computers and associated peripheral devices, including printers, scanners, and special purpose hardware and software.
  • Provided preventive maintenance services using a standard Air Force tool set, currently Microsoft’s System Center Configuration Manager (SCCM), to support desktops and patch maintenance. 
  • Developed, maintained and documented efficient processes for desktop configuration management and associated implementation of upgrades and maintenance.
Sep 2009Jun 2010

Technical Support Specialist II

MasterControl
  • Installed and supported the company’s software products for customers both on-site and remotely.
  • Handled daily issues and questions from customers via incoming calls, emails, etc.
  • Assisted associates with technical issues related to company products.
  • Tested company software products.
Nov 2007Aug 2009

Beta Test Coordinator

Centercode, Inc.
  • Managed project logistics for 50 - 100 projects per year.
  • Responsible for distributing and collecting test materials from individual testers.
  • Assisted testers with hardware and software problems and filtered pertinent information to clients as necessary.
  • Acted as liaison between product testers and clients regarding product suggestions.
Sep 2007Nov 2007

IT System Support

Harmons
  • Responsible for providing on-site technical support for network, hardware, and software applications for internal employees at 13 locations including corporate offices.
  • Responsible for configuration and installation of new computer hardware and software.
  • Applied diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures then implement those solutions.
  • Provided point of contact for users needing immediate resolution of problems.
Jun 2005Aug 2007

Escalations Agent

Unisys
  • Assisted supervisor in managing and training 15+ helpdesk agents.
  • Provided escalated support as needed for both agents and customers.
  • Responsible for providing telephone technical support of network, hardware, and software applications for external customers.
  • Answered questions about installation, operation, configuration, and usage of assigned products.
  • Recognized as Employee of the Month - December 2006.
Feb 2004Apr 2004

MSN Technical Support Representative

Teleperformance, U.S.A.
  • Provided telephone technical support of Microsoft Windows and Internet software for external customers.
  • Guided customers through the process of identifying and resolving network, software, and hardware configuration problems.
20012003

Sales Agent

Bankers Life and Casualty
  • Sold medical and life insurance products.
  • Advised clientele regarding various financial plans and products.
  • Conducted retirement seminars for potential clients.
  • Assisted management with training of new agents.
  • Achieved Successful New Agent status for production.
Aug 1993Jul 2001

Vending Manager

Church of Jesus Christ of Latter-day Saints
  • Directed three employees in servicing more than 100 vending machines in the Salt Lake City area.
  • Reduced labor costs while increasing profits.
  • Stocked, maintained, and performed on-site repair of vending equipment.
  • Troubleshot, repaired, and replaced circuit boards, motors, and various other vending machine components.

References

Chris Morgan

Carl Stark

John Rimington

Michael Fine

Education

20082010

Bachelor of Science

20042008

AAS

Portfolio

Skills

Centercode Connect
Lotus Notes 5, 6, 6.5
HTML
C
PHP
Java
Microsoft Office Suite
Active Directory
Microsoft SQL Server
Citrix Metaframe
Windows Server
Windows 98, NT, 2000, XP, Vista, and 7

Certifications

Feb 2006Present

A+

CompTIA
May 2007Present

Network+

CompTIA
Jun 2010Present

Security+

CompTIA