Charles Munn Email & Phone Number

Dublin, Ohio, United States

Dublin, Ohio

* Provide in-depth front-line technical support to diagnose, analyze, research and resolve computer and peripheral issues for internal and external Enterprise customers (employees & agents)* Install, configure & troubleshoot software (ex: Notes, Office, VPN, dept-specific apps)* Install, configure & troubleshoot hardware (ex: aircards, local & network printers, other peripherals)* Troubleshoot access issues: computer, website, share drive, connectivity (network & remote)* Troubleshoot mainframe (RACF, AS/400) issues such as: connectivity, login/password, access rights, session setup* Utilize remote assistance tools like Remote Desktop/Assistance, GoToAssist, VMware* Respond to technical needs and questions of customers concerning applications, equipment, and access (LDAP, ITIL, PeopleSoft applications)* Provide input to documentation of support activities and processes, submit & update knowledge bases* Familiar with ITIL and LEAN procedures* Work with other support teams on troubleshooting & knowledgeDocument calls and resolution/escalation in HP OpenView ServiceCenter, ServiceNow

Columbus, Ohio Area

Contractor at Nationwide Insurance* Provide in-depth front-line technical support to diagnose, analyze, research and resolve computer and peripheral issues for internal and external Enterprise customers (employees & agents)* Install, configure & troubleshoot software (ex: Notes, Office, VPN, dept-specific apps)* Install, configure & troubleshoot hardware (ex: aircards, local & network printers, other peripherals)* Troubleshoot access issues: computer, website, share drive, connectivity (network & remote)* Troubleshoot mainframe (RACF, AS/400) issues such as: connectivity, login/password, access rights, session setup* Utilize remote assistance tools like Remote Desktop/Assistance, GoToAssist, VMware* Respond to technical needs and questions of customers concerning applications, equipment, and access (LDAP, ITIL, PeopleSoft applications)* Provide input to documentation of support activities and processes, submit & update knowledge bases* Work with other support teams on troubleshooting & knowledgeDocument calls and resolution/escalation in HP OpenView ServiceCenter

* Rollout project of Electronic Touch Screen Voting machines, servers, and related equipment* Assisted with testing of over 12000 machines in 15 counties in 2 states* Assisted Boards of Elections with technical issues involving the networking, maintenance, and operation of new equipment, as well as training Poll Workers, Board officials and related personnel* Supervised the preparation of equipment and related materials for use on Election Day; assisted Board officials with uploading, accumulating, and reporting results on Election Night

* Provided hardware and software support for approximately 500 people in several departments* Worked in a Windows 2000-based environment using Lotus Notes v5.0.5 for email, calendar, information databases, trouble-ticket record keeping, and equipment ordering* Installed software and peripherals* Troubleshot and corrected Windows-based software errors

* Worked on Novell to Microsoft network migration project* Worked with over 1400 PCs in 4 cities* Changed peripherals for each PC over to the Microsoft network* Installed/verified components for upgrade from WinNT 4.0 to WinXP

UNIX User ID Enablement project* Project implemented as part of enterprise-wide move to a Single Sign-On User Authentication* Mapped older, non-standard user IDs to newer standard ID format* Identified surplus accounts which were removed in order to produce a more effective and streamlined user database* Produced consolidated listings of server access for individual users* Developed Perl scripts to aid in completion and simplify the project, improving efficiency and saving many man-hours* Worked on 30000 records from 600 Unix/Linux servers; completed project 3 months early

*Provided day-to-day maintenance and upkeep of the company LAN, including:-- 7 Windows NT4/2000 servers, 1 Unix server, 2 Linux servers-- 67 workstations, 48 WYSE terminals; 65 printers (laser, dot matrix, and barcode)* Troubleshot and corrected UNIX and Windows-based software errors* Updated servers and workstations: OS patches, software upgrades, antivirus updates* Major participant in cabling and patch panel replacement project* Provided technical support for 3 remote warehouses (Texas, Nevada, Florida)* Maintained phone and voicemail system* Set up new computers; rebuilt old computers* Used helpdesk software to maintain accurate records of work undertaken* Tracked & managed software licenses (OS & software), hardware assets

* Installed/tested proprietary ordering/account-tracking software (S.T.A.R.S.) and hardware systems* Troubleshot problems with sales representatives software and hardware* Improved tracking of software and hardware inventories* Increased percentage of orders transmitted through S.T.A.R.S. by sales representatives from 61% to 73% throughout 2001* Decreased average installation time by 50% while improving accuracy

Asst Credit/Collections Supervisor

Associates Of Science Degree, Computer Science

Associate Of Science (A.S.), Chemistry