Rick Prowett Email & Phone Number

Portland, Or, Us

Portland, Oregon

Bonneville Power Administration

·Microsoft Windows 2000/XP/WIN7 and Windows Server 2003/2008·Skills in Microsoft Office 2003/2007/2010 Suite·Windows Domain based infrastructure and active directory·MS Remote Assistance·Desktop/laptop, virtual desktop computing environment, and server hardware, configuration and troubleshooting·Excellent oral and written communication skills·Troubleshoot calls to the support desk and start the resolution process, bringing in other subject matter experts as… Show more ·Microsoft Windows 2000/XP/WIN7 and Windows Server 2003/2008·Skills in Microsoft Office 2003/2007/2010 Suite·Windows Domain based infrastructure and active directory·MS Remote Assistance·Desktop/laptop, virtual desktop computing environment, and server hardware, configuration and troubleshooting·Excellent oral and written communication skills·Troubleshoot calls to the support desk and start the resolution process, bringing in other subject matter experts as required.·Interpret IT client Operating System or server system and product issues and provide resolution when possible.·Enter IT problem descriptions and troubleshoot issues sufficiently to appropriately refer problems to the correct IT support group·Excellent customer service and communication skills·High level of organizational abilities and multi-tasking·Experience/working knowledge of Terminal Services/Citrix• Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities•Display calm and a customer oriented attitude in fast-paced and sometimes stressful conditions.•Ability to meet timelines, milestones, deliverables and provide timely status updates•Communicate technical information verbally and in writing to technical and non-technical users•Provide a sustainable IT infrastructure by supplying cross training and functional documentation•Provide on-call and backup support for existing systems and functions. Location for on-call and backup support may be at (company) facilities or off-site. Required to carry a (company) supplied cell phone/pager and work non-core hours when requested.•Understand and follow established processes and procedures including Change Management, Work Tracking and Time Management.•Coordination of training materials, training, and mentoring of Help Desk Newhires from day one through release to unsupervised status. Show less

Systems Administratoro Performing routine audits of systems and software.o Performing backups.o Applying operating system updates, patches, and configuration changes.o Installing and configuring new hardware and software.o Adding, removing, or updating user account information, resetting passwords, etc.o Answering technical queries.o Responsibility for computer security.o Responsibility for documenting the configuration of the system.o Troubleshooting any… Show more Systems Administratoro Performing routine audits of systems and software.o Performing backups.o Applying operating system updates, patches, and configuration changes.o Installing and configuring new hardware and software.o Adding, removing, or updating user account information, resetting passwords, etc.o Answering technical queries.o Responsibility for computer security.o Responsibility for documenting the configuration of the system.o Troubleshooting any reported problems.o System performance tuning.o Insuring that the network infrastructure is up and running.o Research, plan and recommend software and system choices to meet company needs.o Training new users in use of company software.o Interact with users and administrative staff, communicate technical concepts in laymen terms.o Other projects as assigned or needed. Show less

Receive calls from phone co. customers w/hardware issues/complaints, question/discern, as accurately as possible, the nature/underlying cause of issues, through probing open ended/close ended questions.Explain telco responsibility/obligation RE: quality of phone lines, svcs provided/financial accountability as it relates to an 18 state service area.Calm irate/hostile callers and seek the source of their dissatisfaction. Resolve issue or redirect to appropriate personnel for… Show more Receive calls from phone co. customers w/hardware issues/complaints, question/discern, as accurately as possible, the nature/underlying cause of issues, through probing open ended/close ended questions.Explain telco responsibility/obligation RE: quality of phone lines, svcs provided/financial accountability as it relates to an 18 state service area.Calm irate/hostile callers and seek the source of their dissatisfaction. Resolve issue or redirect to appropriate personnel for resolution.Evaluate customers current issue and determine if a move to a different product/package of features will resolve/alleviate customers needs/concerns. Provide info on new products, calling packages and features, and compare/contrast them in such a way that the customer can see the benefits involved in changing/moving to a newer service.Actively listen/accurately report customer issues, enter into adatabase so trouble tickets can be issued to field technicians to repair customer concerns. Show less

Perform all tasks related to intake of patient information & service of durable medical equip, respiratory products/supplies. Interact w/ patients/clients/co-workers/referral sources re: patient services & insurance.Communicate w/patients/clients/referral sources verbally/e-mail/writing to ensure patient/client questions/concerns are processed timely.Coordinate patient information, paperwork, & preparation of file for Billing Dept.Comply w/company policies/procedures to… Show more Perform all tasks related to intake of patient information & service of durable medical equip, respiratory products/supplies. Interact w/ patients/clients/co-workers/referral sources re: patient services & insurance.Communicate w/patients/clients/referral sources verbally/e-mail/writing to ensure patient/client questions/concerns are processed timely.Coordinate patient information, paperwork, & preparation of file for Billing Dept.Comply w/company policies/procedures to meet JACHO/company standards.Provide svc for retail/walk-in equip. requests.Provide training/technical assistance to patients.Interact daily w/Location Mngr, Sales Reps, Respiratory Therapist, Patient Service Technicians (PST), & Area Manager of Operations as needed.Process paperwork- confirm order tickets, input/schedule new patient set-ups, & assemble medical charts.Dispatch PST with supplies/equip to meet patient needs, maintain equip/appropriate quantities of controlled medications. Show less

I worked on many different contracts while at Stream. AT&T, HP InkJet, HP LaserJet, 3Com, HP Retail Laser Jet, US WEST, QWest, and COMCast.I supported products as diverse as Printers, modems, browsers, web cams, and routers. Install and uninstall drivers, walk customers through simple registry hacks, configure DSL routers and set up dialers for modem access.

Contract Labor as customer support for US West at Stream International-phone in help desk support for Dial-up access customers (* see previous entry re: US West/Qwest support for more detail)

Part-time work - Self directed much of my own work. In-house consulting on configuration, installation and optimization. Trouble shooting new Windows installations. On the job training using Windows 95 and Office 97.

History

Computer Information Systems

Computers, European History

Education record

Diploma