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| OBJECTIVE |
| To secure a position in the Information Technology field where my skills, experience and education can be fully utilized in a professional business environment. |
| TECHNICAL SKILLS |
| Operating Systems: DOS, Windows 3.x, 95, 98, NT, 2000 pro/server , XP, 2003 server |
| Software: Flash, MS Word, MS Excel, MS Access, and MS Outlook, MS PowerPoint, MS Publisher, RemoteWare, Siebel 2000, MS Exchange 5.5, SMS 2003. |
| Programming Languages: HTML, CSS, Javascript, PHP, Visual Basic 6. |
| Hardware: Working knowledge of repair, maintenance and troubleshooting of PC's; Installation of peripheral devices and their drivers, Cisco Routers and LAN Switches. |
| Networking: LAN/WAN, TCP/IP, DNS, DHCP, Windows 2000 Server, Windows Network Infrastructure, Windows 2000 Directory Services. |
| RELATED EXPERIENCE |
| Hands on experience with building, configuration and troubleshooting of IBM compatible PC's. Programmed Cisco Routers series 2500 & 2600, Cisco Switches series Catalyst 1900. Designed network for 250 users, with Internet connectivity using frame relay and ISDN as a backup service. Installed a variety of operating systems, Modems, CD-ROM drives, Hard disk drives, Printers, Mother and daughter boards, expansion cards, processors. Installed DSL and Cable modems including integration with wired and wireless networks. Participated in a SQL server migration transferring 69 operating company's Dynamics® databases. |
| PROFESSIONAL EXPERIENCE |
| RSL Tech, LLC, Roanoke Rapids, NC | January 2006 to Present |
| Owner/Chief Technical Officer |
- Created a profitable small business based on technology services including computer repair, web design, computer networking, and computer/technology training.
- Created business partnerships to eliminate the need for startup capital and provided a profit in the first year of business.
- Currently provides expert certified computer repair for the local area small businesses and residents both in-house and on-site.
- Designs and implements small business computer networks and repairs/upgrades existing home and business networks including wireless connectivity.
- Consults, Designs, and Develops web sites and Internet applications for local small businesses, Realtors, and churches.
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| MSAT Electronics, Littleton, NC | December 2005 to Present |
| Assistant Director of Operations/Alltel Sales Manager |
- Assists in supervising the day to day activities of the contracted satellite installation technicians.
- Assists in operations of installation services including satellite, high-speed Internet, home theater, and computer networks.
- Manages and performs all computer sales, services, and support for both the company and the customers.
- Assisted in obtaining an Alltel agent contract. Manages all aspects of the Alltel department including advertising, inventory, sales, training, and financial reporting.
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| Best Buy, Rocky Mount, NC | July 2005 to November 2005 |
| Geeksquad Agent |
- Repairs computers and inspects electronics.
- Sells computers and computer services.
- Provides expert customer service for technology products.
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| C3i Inc, Morristown, NJ | 2004 to present |
| Siebel Administrator/System Administrator - Johnson & Johnson Account |
- Handles operational & technical production issues escalated by first tier technical support group.
- Monitors system for consistent usage and corrects/reports inconsistencies & problems.
- Administers general CRM system functions (Employees, Responsibilities, LOVs)
- Designs & develops reports by working with business leads.
- Processes Name change, New Hires, Terminations and property changes in Siebel(CRM), NT, Exchange, Connectivity and Remoteware Environments.
- Liaises with the tech support group ensuring bugs identified at the Help Desk level are documented and communicated to the development team for debugging
- Liaises with C3i departments (i.e.: Helpdesk, Rollout, Professional Services) when they engage C3i clients.
- Assist (i.e.: Helpdesk, Lead Admins, application maintenance, Production Services) with new clients.
- Implements and maintains system monitoring and performance measuring tools in support of systems covered under the agreement as needed.
- Assists C3i operations team with specific subject matter expertise to provide operational and maintenance recommendations that will provide increase customer satisfaction.
- Assists Level-2 problem in identification, analysis, diagnostics and resolution of problems in the areas in scope of this agreement.
- Performs periodic scheduled systems maintenance and audits of supported systems.
- Assist with the creation of new working specifications for the implementation of added or new system services that are in scope of this agreement.
- Projects include assisting the reporting manager developing report automation and assisting the engineering team with subject matter expertise.
- Designed and developed multiple windows applications/tools to increase productivity and automate tasks.
- Ability to work independently and take initiative to identify opportunities for system improvements.
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| C3i Inc, Morristown, NJ | 2002 to 2004 |
| Helpdesk/Analyst Level 1 and 2 |
Provide second level phone support for over 8000 remote users who use IBM T and X series laptops. The support scope includes:
- Microsoft Office 2000 walkthroughs.
- Dial-Up Networking using third-party software and windows dial-up networking.
- VPN using Nortel Networks Client.
- Troubleshooting broadband connections with Linksys routers connecting multiple machines to DSL or Cable internet.
- Five different versions of custom Siebel 2000 customer relationship management (CRM) systems
- Hardware troubleshooting for the laptops, HP Deskjet and Officejet printers, PKI Tokens, RSA SecurID Tokens, USB Hubs, and Linksys BE series routers.
- Outlook 2000 support connecting to exchange server 5.5.
- Completing detailed administrative requests for exchange account maintenance, Cisco account maintenance, active directory profile maintenance, RSA SecurID (response only token) accounts, PKI upper level administration requests, and Siebel related requests.
- Reviewing call logging data for quality assurance and trend finding purposes.
- Assist the supervisor with supervision of the call floor for 20-25 Level I technicians as needed. Prepare end-of-shift reports to advise management of Help Desk activity.
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| I also hold responsibilities for mentoring inexperienced
employees to assure the team performance level is at its best. I help with one-on-one sessions as well as help in group training. I monitor and send updates for the
knowledgebase of technical information and walkthroughs to be used as reference for the entire team. I hold project responsibilities for a helpdesk quick reference
datasheet and shipping policy matrix for the five operating companies supported. I manage my own time to result in the most productive day. |
| RadioShack Corporation, Burlington, NJ | 1998 to 2001 |
| Assistant Manager |
| Responsibilities included: Supervision of a sales staff consisting of 7 associates; Cash management; Customer Service.
Helped to train/mentor new employees with technical and sales skills. |
| Griffin Enterprises, Mt. Holly, NJ | 1998 to 2000 |
| Sole Proprietor |
| Part-time Internet development business. Created web sites for local ministries and small businesses.
Designed and built all computers and networks used by the company. |
| EDUCATION |
| Brick Computer Science Institute, Brick, NJ | 2001 to 2002 |
| Computer Repair and Network Specialist |
| Burlington County College, Pemberton, NJ | 1998 to 1999 |
| Computer Science |
| CERTIFICATIONS |
Dell Foundation 2007 Desktops
Dell Foundation 2007 Portables
Toshiba CST Certification
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