Resume

Professional Summary

Exceptional IT Support Engineer with 14 years experience resolving complex end-user issues. Excited to take on the next challenge with a vast repertoire of skills.

Skills

  • 14 years experience in IT
  • World Class Certification
  • Innovative, 'outside the box' problem-solver.
  • Expert diagnostic skills
  • Analytical and crticial thinker
  • Proven record of learning on the fly
  • Skilled multi-tasker
  • Customer service expert

Work History

It Support Specialist
K12, Inc- Oklahoma City, OK
07/2013 to 03/2015
  • Top tier support for K12's online educational software.
  • Hands-on management of Windows servers (2003-20012) running K12 products including installation, optimiztion and troubleshooting.
  • Setup and maintenance of SQL databases on client servers
  • Installation and troubleshooting client-side software for teachers and students.
  • Tier 3 escalation point for high complexity issues.
Workload Analyst
Dell Inc- Oklahoma City, OK
06/2011 to 07/2013
  • Workload manager and subject matter expert for the Boeing Enterprise Account.
  • Optimized service desk ticket volume, working closely with Boeing's internal resolver groups and the managed print services group. Streamlined processes to resolve issues quickly and efficiently.
  • Kept team members up to date on new processes, providing feedback on effectiveness of current strategies.
Technical Support Technician
Dell Inc- Oklahoma City, OK
11/2006 to 06/2011
  • Pioneered the managed help desk solution as part of Dell's Global Service Desk
  • Integral part of the launch team for Park Nicollet, the Dell's first large-scale healthcare account.
  • Subject Matter Expert for Park Nicollet's Nortel phone switch using the Nortel ServOrd application.
  • Joined the PC Workspace team offering a economical solution for smaller clients including Xcel Energy, Safety-Kleen and Avon.
  • Full support of a large repertoire of custom software applications as well as hardware triage and replacement.
Level II Eagle Support
Teleflora Technologies- Oklahoma City, OK
03/2006 to 10/2006
  • Provided support to Teleflora's member florists for their point of sale software package, Eagle POS.
  • First contact support for all hardware and software issues, using Dell PowerEdge servers and Optiplex workstations, Dell multi-tray laser printers and point of sale peripherals.
  • Support provided over the phone, remotely over highspeed internet connection in maintaining day to day operations, domain-based networking using Active Directory, credit card uplink and basic accounting with both Quickbooks and Peachtree.

Education

Western Governor's University

Salt Lake City, Utah

Current

Kennesaw State University

Kennesaw, GA

09/1997 to 05/2000