Career Objective: Seeking to build a career as a computer professional with a company that will utilize my skills, experience, and education to make a significant contribution to the growth of the company.

Experience:

September 2001 - March 2002 Volt Technical Services contractor for Lockheed Martin
Network Administrator \ Migration Specialist \ Desktop Support
·Migrate systems from Windows 95/98 and NT to Windows 2000
·Assign trustee rights, create users and login scripts, install operating systems, workstations and print servers, and administer security
·Ghost computers with custom Windows 2000 image
·Modify Active Directory when necessary to retain security
·Provide professional installation of systems
·Installation of upgrades to software and hardware
·Diagnose system failures and implement repair solutions
·Repair or replace computer components if determined to be failed
·Troubleshoot in order to ensure connectivity from the PC to the network
·Responsible for ensuring systems are connected to the network and configured properly
·Personally migrated approximately 1000 systems from Windows 95/98 to Windows 2000

August 2001 - September 2001 Think Resources contractor for Bank Of America

Installation Technician \ Migration Specialist
·Provide professional installation of IBM servers and workstations throughout Texas locations
·Diagnose system failures and implement repair solutions
·Diagnose printer and other peripheral device failures
·Troubleshoot network in order to ensure connectivity the to the PC
·Troubleshoot IBM OS/2 operating system
·Install upgrades of hardware and firmware
·Responsible for ensuring systems are connected to the network and configured properly

January 1998 - October 2000 National TechTeam, Inc.

Quality Control Resource/QCR (Tier 3 Helpdesk \ Desktop Support)
· Add computers, printers and other devices to Novell Directory Services
· Assign trustee rights, create users, install workstations and print servers, and administer security within Novell Intranetware
·Provide professional end-user support via telephone, email, or desk side
·Receive calls from internal technicians
·Verify troubleshooting for 1st and 2nd level call center helpdesk technicians
·Dispatch incidents to service providers for repair
·Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
·Must consistently meet or exceed required performance criteria
·Responsible for advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve

Resource (Tier 2 Helpdesk \ Desktop Support)

·Provide professional end-user support via telephone, email, or desk side
·Act as a resource for more complex end-user issues
·Diagnose end-user system failures and implement repair solutions
·Diagnose printer and other peripheral device failures and implement repair solutions
·Troubleshoot network devices in order to ensure connectivity from the PC to the Network
·Fulfill questions by floor technicians concerning policies and procedures
·Support floor technicians with troubleshooting
·Approve incidents to escalate to next level
·Established a roving resource program

Floor Technician (Tier 1 Helpdesk \ Desktop Support)

·Provide professional end-user support via telephone, email, or desk side
·Respond to end-user problems based on standard procedure
·Troubleshooting of internal computer components, monitors, printers, scanners, digital cameras, WebTV, and personal digital assistants
·Troubleshooting of Windows 3.1, 95, 98, ME, NT, and Apple operating systems
·Troubleshooting of manufacturer specific software
·Provide restorative or maintenance actions to resolve end-user problems
·Lead customers through installation/upgrades of software and hardware
·Responsible for ensuring systems are configured properly
·Correctly track incidents and calls, including but not limited to entering data into the database
·Consistently meet or exceed required performance criteria

Training

·Organize, prepare and deliver training for information systems or internal user personnel
·Prepare materials for use in class
·Author curriculum for internal system components
·Responsible for class room set-up and prep
·Instruct medium sized classes (15) in continuing education
·Complete all paperwork within specified time frame

Prior to 1998

Employed in separate discipline (career change)

Technical Education:

CCI Training Center, Arlington, Texas
Microsoft Windows 2000 Network Administration - 427 Class Hours Dec. 2000
·Administration - Active Directory, Group Policy, RIS, DFS, MMC
·Networking - DHCP, DNS, WINS, TCP/IP, IPX/SPX, SNMP, FTP, Routing
·Security - Certificate Services, Firewall, DMZ, EFS, VPN, IPSec
·Communication - Dial Up Networking, RAS, Terminal Services, PPTP, L2TP
·Introduction to Networking Technologies
·Windows 2000 Networking Basics
·Windows 2000 Professional
·Windows 2000 Server
·Network Infrastructure Implementation
·Active Directory Design
·Network Infrastructure Design
·Network Security Design

Other Education:

Tarleton State University, Stephenville, Texas
Core classes with a major in liberal arts, 28 credit hours

Certifications:

Microsoft Certified System Engineer - Microsoft Certified - 03/01
·Windows 2000 Professional - Microsoft Certified - 01/01
·Windows 2000 Server - Microsoft Certified - 02/01
·Network Infrastructure Implementation - Microsoft Certified - 03/01
·Active Directory Implementation - Microsoft Certified - 03/01
·Active Directory Design - Microsoft Certified - 03/01
·Network Infrastructure Design - Microsoft Certified - 03/01
·Internet Explorer Administration Kit - Microsoft Certified - 03/01

National TechTeam Certification Course - National TechTeam Certified - 09/99

·Modems - National TechTeam Certified - 10/98
·Power Supplies - National TechTeam Certified - 04/99
·Virus Awareness - National TechTeam Certified - 04/99
·Quality Control Resource - National TechTeam Certified - 04/99
·Monitors and Video Cards - National TechTeam Certified - 06/99
·Printers, Faxes, and Copiers - National TechTeam Certified - 06/99
·Laptops - National TechTeam Certified - 06/99
·CD-ROM Drives - National TechTeam Certified - 06/99
·Motherboards - National TechTeam Certified - 06/99
·Hard Drives, Floppy Drives, and Zip Drives - National TechTeam Certified - 08/99
·Sound Cards - National TechTeam Certified - 09/99
·Macintosh Operating Systems - National TechTeam Certified - 09/99

Accomplishments:

·Basic Hardware Certification - National TechTeam - June 1998
·Gateway Technical Support Professional Training - Gateway Inc. - February 1999
·QCR Technician award - National TechTeam - January, 2000