COMPETENCIES

• Computers: PC & Macintosh - Troubleshooting, Hardware & Software Configuration, Maintenance
• Management: User Relations & Development, Vendor Accounts, Project Coordination, Building Security Systems, Lotus Notes Administration
• Telecommunications: Infrastructure Management, Video Conferencing Support, Mediated Conference Room Development, Mobile Telecommunications Support
• Planning: Digital Asset Tracking, Remote Location Set-ups, Intranet Solutions, Automated Workflow Development, Vendor Relations & Outsourcing Management
• Support: Walk-Up & Phone for In-House and Remote Locations, Ticket Tracking, Training & Documentation, Loaner Equipment Maintenance, Data Archival
• Customers: Project Planning, Expectation Management, Strategic IT Development, Crisis Management, Creative and Improvisational Support when appropriate.

SKILLS

EXPERIENCE

• Commcor, Inc. (Horsham, PA)

  • Software Support Specialist (November 2000 - October 2003)

    • Investigation & assessment of hardware/software solutions including office and graphics tools, digital asset management, proofing/markup tools, and workflow management.
    • Creation and update of standard images and configurations for Windows 9.x, NT, 2000 and XP workstations.
    • Support of handheld computing devices (i.e., Palm, PocketPC, RIM Blackberry).
    • Second-line support of Macintosh workstations running MacOS 9 and X.
    • Development and implementation of new employee orientation plan.
    • Research, implementation, and maintenance of help desk/asset management system.
    • Planning and technical production assistance for client projects.
    • Collection, creation, and maintenance of all systems and services documentation.
    • Documentation, enforcement, and development of corporate security policies.
    • Lotus Notes design, development, deployment, maintenance, and administration.
    • Coordinated transition, purchase, and installation of an Alcatel OmniPCX phone system.
    • Coordination of two major cellular phone carrier changes.
    • All duties as listed under Help Desk Representative (below).

  • Help Desk Representative (November 1999 - November 2000)

    • Telephone, e-mail, and face-to-face support (approximately 150 users) of Windows-based desktops and portables including remote users (via phone and PCAnywhere).
    • Hardware and system configuration for Windows 98/2000 notebooks and Windows 98/NT/2000 workstations.
    • Software and hardware assessment, purchase, installation, and configuration.
    • Troubleshooting of large-scale network printers and copiers.
    • Vendor management, specializing in telecommunications and technology vendors.
    • All cellular phone purchasing, troubleshooting, vendor coordination, and training.
  
  

• Drew University, Department of Academic Technology (Madison, NJ)

  • Student Services Manager (May 1996 - May 1999)

    • Determination, resolution, and enforcement of Help Desk and Computer Center policy postings, questions, and issues.
    • Documentation including quick reference material, "how-to" documents, troubleshooting guides, FAQs, the Student Employee Handbook, and policies.
    • Student staff training and orientation.
    • Maintenance of Help Desk and Computer Center computers and peripherals.
    • Coordination of departmental hardware returns and repairs.
    • Custom printing and scanning services including large print jobs and preparation of camera-ready text and images for publication, slide scanning, and OCR.
    • Software purchasing research for help desk and problem tracking software.
    • HTML authoring for various university departments and organizations.
    • Graphics manipulation and scanning for Web pages, graphical databases, and multimedia projects.
    • All duties of the Technical Support Operator position (below).

  • Technical Support Operator (November 1995 - May 1996)

    • In-person, on-site, and phone-based first- and second-level technical support for faculty, staff and students (approximately 2500 users) using notebooks and desktops distributed to all faculty, staff, and students (Windows 3.x/95/98 and Novell NetWare).
    • Built, updated, and restored notebook and desktop configurations.
    • Provided level I support of network services, including minor account maintenance.
    • Lightly supported OpenVMS and Digital UNIX servers and accounts.
    • Maintained and deployed new lab hardware.
    • Performed routine system backups.

EDUCATION

• In-House Training (Horsham, PA)

  • "Introduction to Adobe InDesign 2.0" (Adobe curriculum)

• Frameworks Computer Consulting and Training (Trevose, PA)

  • 7 courses in Lotus Notes 5.x and 6.x development and administration

• PTS Learning Systems (King of Prussia, PA)

  • 4 courses in Lotus Notes 5.x development and administration

• Drew University (Madison, NJ)

  • B.A., May 1999
  • Major: English Literature, Minors: History and Western Heritage