❖ Conducted assessment on computers received at a national, corporate IT center and executed needed software upgrade/maintenance work ❖ Performed upgrades in shared office space at local Michelin site

❖ Executed complete hardware refresh at dozens of Bank of America branches❖ Replaced servers, workstations, UPS batteries, and printers❖ Interacted with HP’s remote support teams to work through challenges during installation and testing

❖ Provided support for IP and managed router services for enterprise customers❖ Troubleshot MPLS / L3VPN and Internet connectivity issues on Metro Ethernet and T3/T1 (PPP or Frame Relay) circuits❖ Worked with Cisco, Juniper, ADTRAN routers and Accedian/Overture eNIDs

❖ Provisioned, troubleshot, and/or corrected hundreds of broadband customer accounts – mostly DSL / ATM, also FTTP (fiber to the premises)❖ Configured DSLAM and BNG / BRAS ends of aggregation network❖ Helped company to meet goals for project designed to boost customer service and cut support costs by working and collaborating with team of network analysts❖ Identified, reported, fixed/reconciled errors in network or customer records

❖ Provided technical support for students and faculty, in person and over the phone❖ Designed and wrote step-by-step guides, including screenshot-based illustrations, for various lab tasks❖ Empowered users of varying skill levels to become more effective❖ Delivered analysis and solutions to supervisors concerning lab processes

❖ Maintained a school web site❖ Troubleshot computer hardware, software problems❖ Assisted teachers and students in using computers

❖ Collaborated with team to create data management solution (WebACS)❖ Designed front-end for Reports module using ASP, DHTML, and JavaScript, interacting with Microsoft SQL Server and Crystal Reports