Informa is a custom software vendor and reseller of support services:· Support for Opentext Rightfax, all existing versions.· Project management for Rightfax installation, configuration, and migration services.· Responsible for testing 3rd party integrations, including Microsoft Exchange, Exchange Online, SQL server, and others.· Troubleshoot FOIP integrations with packet capture utilities (ie, Wireshark).· Quality assurance testing of new features.· Reported software defects to the vendor.

CSS provides small business support to customers in the Tucson, Marana, and Green Valley markets:· General workstation and server maintenance and troubleshooting.· General consulting on office systems, including computer networking, security monitoring, and IP phone systems.· Administered installation and deployment of Spector360 monitoring software.· Server upgrades and optimization.· Responsible for daily administration of Mitel IP Telecommunications system, including installation and configuration of Intertel Softphone software, installation and management of Xarios Phone Manager software.· Support for Microsoft Windows Small Business Server 2003, 2008, and 2011 platforms, especially management of Exchange Server.

Captaris was purchased by OpenText in 11/2008. They continue to provide the world’s leading enterprise fax server solution. My responsibilities included:· Support via phone and email for Captaris Rightfax (now called Rightfax Enterprise Server) versions 8.7, 9.0, 9.3, and 9.4, the industry-leading fax server product.· Support via phone and email for Faxpress, a fax server appliance.· Technical writing for knowledge base and defect reports.· Facilitation of peer training.

Supported small business clients in all of their technology needs, including the following:· Network and systems administration and consulting· Communications consulting and installation including high speed internet, broadband wireless, and telecommunications.· Installation of workstations, printers, and other office equipment including networked fax and scanning.· Remote systems for telecommuting and administration.

The Commission for Accreditation of Rehabilitation Facilities is an international not for profit organization dedicated to improving the quality of service for rehabilitation facilities in the US, Canada, Europe, and South America. Through the placement agency Adecco Technical, I worked as a contractor to provide full-time support for all network and mobile systems for CARF. Skills used:· Systems administration of over 20 servers including Active Directory, Exchange, SQL, IIS, SMS, Citrix Metaframe, and other specialized application servers.· Network administration for local office, remote offices in DC and Edmonton, as well as mobile users.· Installed and configured Systems Management Server (SMS) 2003 for use in network monitoring, software and hardware inventories, and remote software installation.· Completed installation of Cisco PIX VPN services as well as configuration of Citrix Metaframe remote environment.· Extensive use of terminal services and other remote management software.· Supported help desk in Windows updates and Symantec Anti-Virus Corporate deployment.· Provided backup for all help desk services.

Pelstar provides IT products and solutions to local businesses including the Humane Society, Casa De los Ninos, and Hacienda Del Sol. In this capacity I provided retail, in-house repair, and on-site service, as well as hosting, email, and remote backup solutions for small and medium businesses throughout southern Arizona. Skills used:· Systems administration including Server 2003 Enterprise, Server 2003 Web Edition, IIS, Merak Mail Server, Remote Backup Server.· Network administration services for datacenter environment with 3 internet connections, 4 routers, and multiple switches and subnets; including remote support using Remote Desktop Connection to multiple servers and workstations.· Chief field technician for on-site work from workstation/server installation and repair to networking installation and configuration.· Networking support for business internet connection, file and printer sharing, application sharing, Microsoft Exchange Server.· Responsible for customer IT services including Symantec Anti-virus Corporate Edition, Veritas Backup Exec, Yosemite Tapeware, Microsoft Software Update Server, Remote Backup Client.· Customer software support including Microsoft Office products (all versions), Corel Office products (all versions), Quickbooks, Peachtree, Cyma, GoldMine, Act!, Adobe Acrobat, Autocad, Abacus, Timeslips, Phoneslips, Avimark, AutoQuotes, Business Vision and others.· Responsible for all server builds including dual processor and rack mount systems, custom PC building program, and retail computer sales and service location.

Broadband Laboratories was an ISP, web hosting, and datacenter collocation company. In addition to standard services, they provided wireless connectivity and VOIP services to many entities throughout the Tucson area. (BBL was acquired by Simply Bits, Tucson, AZ; no contact information available.)Skills used:· Troubleshooting of customer services including dial-up, DSL, wireless, Linux web hosting, IIS web hosting, and SQL database hosting.· Coordinating the provisioning of all services.· Developing and maintaining the support.bblabs.com support center website.· Managing all aspects of customer service including some billing and sales.· Project management for server migrations, upgrades, and website development.

Convergys was an outsourcing partner for Microsoft Windows operating systems. The Tucson phone center received numerous Customer Service Achievement awards from Microsoft. (See Keane, below.)Skills used:· Trained to professionally support MS-DOS (all versions), Windows 3.x, 95, 98, and Millenium Edition in all end-user configurations.· Troubleshooting of hardware, network, software and virus-related issues.· Troubleshooting of Internet Explorer (all versions), Windows Media Player (all versions), and Internet Connection Sharing.

International mailing list broker. Provided database sorting, label printing and production services. (BML has moved, no contact information available.)Skills used:· Installed and administered NT 4.0 Server, Back Office Server, including Exchange Server, SQL Server, Internet Information Server (IIS).· Extensive use of Microsoft Visual FoxPro and Microsoft Access for the manipulation of customer databases.· Delivered all technical support and instruction to clients especially MS Word (for mail merge), Symantec ACT!, and WinZip (and other compression software).· Responsible for the production of all client databases, including distribution by e-mail, CD-ROM, floppy disk, or FTP site.· Responsible for bar-coding, carrier sorting, and other techniques using Mail Manager 2010 for mass label printing (20,000+).

Keane was acquired by Convergys on 2/01. (See Convergys entry, above.) In addition, Windows support engineers supported the following additional components:· Troubleshooting of Outlook Express (all versions).· Troubleshooting of Netmeeting (all versions).· Troubleshooting of Windows Messaging and MS Work Group Post Office.

Largest occupational medicine provider in the Quad City area. Provided on-site medical services for John Deere and other major industries and municipalities in the area. (Work Fitness was fully acquired by a local hospital system; no contact information available.)Skills used:· Installed and maintained NT Server, Exchange Server, and Windows Terminal Server (for use with Citrix Metaframe 1.8).· Installed and configured all software on workstations, including MS Office 2000, Corel Office 2000, Lotus Notes, Integritas Stix (patient information system).· Installed and configured Xerox Docucenter and HP 4000L network printers.· Configured Winterms running Windows CE for use with Citrix Metaframe.· Created and maintained several Access databases, including drug testing program results, medical record requests, and technical support requests.