Objective

Obtain a technical or networking position where over 15 years of experience will add value to operations.

Experience

September 2010 – Present

CDI for Wells Fargo

Technical Service Specialist

Troubleshoot all types of hardware, software, networking, and system problems as comes

in from specific queues on phone. Hardware can be desktop, laptop, printer, router, switch, anything in an enterprise environment. Software can be OS, packaged clients, almost anything

to web applications. Familiar with WFDC Enterprise and trained in passwords, orders, remote access, mortgage, and corporate lines of business, along with all tools needed for each line.

Also familiar with basic tools such as Warp, Pac2000, TC Solutions, active directory, Pointsec and WebRH.

December 2005 – May 2009

Hospitality Solutions International - Scottsdale, AZ

Hardware, software, networking, point of sale technician

Troubleshoot all types of hardware, software, and networking issues with regards to proprietary point of sale systems. Also troubleshoot property management software and systems. Both are to the point of dispatching on site hardware support if needed and cannot be resolved via remote assistance by PCAnywhere or other means. Includes hardware experience

with proprietary hardware, also raid and sata configurations on specific Dell machines.

March 2005 – December 2005

Digital Phoenix iTechnologies - Phoenix, AZ

Hardware, software, networking technician

Troubleshoot all types of hardware, software, networking, and system problems in both a bench setting and doing in home and remote assistance for customers. Also contributed various articles for monthly newsletter and company web site.

June 2002 – January 2005

Butler International for 2wire.com - Phoenix, AZ

Technical Phone Support

Provided technical support for 2wire Home and Office Portals (routers) and all types of network adapters. Support for Windows, Mac, and Linux platforms for routers and adapters over ethernet, USB, wireless, and HPNA connections. Perform RMA functions in accordance with established policies and procedures in conjunction with customer service. Perform special callbacks for supervisors that needed extra knowledge. Was a roving senior technical assistant to over 300 agents on the call center floor and working through VPN.

March 2000 – December 2001

Earthlink/Mindspring - Dallas, TX

Web Hosting Customer Service

Provided technical assistance and provisioning for commercial web sites for Mindspring and Earthlink national ISP’s. Coordinated customer inquiries over three platforms under two billing and provisioning systems. Managed sales, billing, and technical issues over multiple operating systems in accordance with established policies and procedures. Provided technical support up to physical access of the web servers.

December 1997 – March 2000

CyberRamp Internet Services/ Internet America - Dallas, TX

Head Technician (June 1998 - March 2000)

Coordinated Mac support for evening shift and served as back up for Tech Managers. Assisted with ISDN in establishing Ascend and Netopia routers for customers. Implemented ADSL support, being the first ISP in Dallas to make it available. Received and ensured that requests for service were responded to and completed on a timely basis. Added and removed internet users and maintained system security. Oversaw local area networks which included installation and configuration of PC and Mac hardware and software, user administration, data security, and troubleshooting. Handled sales and billing inquiries.

October 1997 – December 1997

CTI for Umax Computer Corp. - Carrollton, TX

Help Desk/Customer Service Tech

Responded to customer inquiries supporting hardware and software on Umax Supermac computers. Investigated and resolved hardware and software issues down to the mainboard.

November 1996 – October 1997

Volt Services for GTE Internet Solutions - Irving, TX

Help Desk/Customer Service Tech

Fielded incoming customer calls about internet access; troubleshooting specific hardware and software problems on PC's and Mac's. Coordinated user passwords and logon ID's. Served as member of Performance Measure Special Project Team 3/97. Provided high-level technical support in Windows 3.1x, Windows 95, and Windows NT with some networking responsibilities.

Technical Skills

Hardware:

IDE, SATA, RAID, Network Attached Storage, Printers, Switches, Routers, Wireless Access Points, Tape Backup

Operating Systems:

DOS, Windows 95/98/ME/NT/2000/XP/7, Limited Linux, Apple OS 7.5 to OS X.

Network Software/Technologies:

TCP/IP, MS Office Suite 97/2000/2002/2003, Apache, Symantec Corporate Antivirus Solutions along with Norton, AVG, NOD32 end user solutions, Wireless LANs, VoIP, VPN – IPSec and PPTP, most any FTP and email client support.

Personal Business Consulting:

PC consultant advising on hardware and software issues to small businesses in Arizona.

Established and maintained a Debian Linux 2.2 web, ftp, and mail server for domain www.oakandgramps.org. Hosted miscellaneous domains with multiple sub-domains. Administered a computer BBS for 5 years which involved large amounts of maintenance and troubleshooting; created a local network of 30+ nodes. 13 years experience in hardware and software upgrades and installs, with emphasis on networking for broadband connections.

Qualifications

Strong written and oral communication skills.

Strong customer service skills.

Work well independently or with a team.

Rapid learner.