Tier 3 Technical Support• Technical support for phone, cable TV, high speed internet, WiFi, billing issues, and scheduling

User Support - Domestic and International• Software support for Microsoft Office products, Windows XP and Windows 2000, Professional, Propriety business applications• Blackberry Enterprise device support for Domestic and International employees• User support over the telephone, by using remote control of desktops and laptops• Entered all help requests in tracking database to ensure timely resolution and follow up• On-call user support after normal business hours as neededSystems Support• Managed troubleshooting for problems related to hardware, LAN/WAN, workstations, laptops• VPN solutions that include Citrix, Nortel Contivity and Ipass Connect clients• Zone Labs Integrity Client firewall for the Enterprise• Microsoft Outlook client and User issues with Active Directory and Microsoft Exchange Administration• Encryption Plus hard drive encryptionRecognition of Outstanding Performance• Consistent history of performance that met or exceeded expectations• Received Outstanding Customer Service awards each month for twelve months• Customer survey responses consistently rated as Exceeds Expectations• Employee of the Month – June 2006

• Computer hardware, network design, maintenance and troubleshooting, and operating system/software support• Clients included Midas, Inc., in Frankfurt, Kentucky; Brady Chiropractic Clinic in Louisville, Kentucky; Handdy Sound Studio in Louisville, Kentucky; contract employment for Xerox Corporation and Manpower Professional; and various home-office computer users

User Support• Provided software support for Microsoft office products and custom web-based applications• Provided computer support for main office and 85 field offices with 700 users in four-state area• Provided user support over the telephone, by using remote control of desktops and laptops, and by traveling to remote offices as needed• Entered all help requests in tracking database to ensure timely resolution and follow up• Provided on-call user support after normal business hours as neededSystems Support• Scheduled and maintained the integrity of server backups for 85 offices• Assisted in network monitoring, security, and anti-virus support• Maintained and upgraded servers and LAN/WAN communication equipment• Managed troubleshooting for problems related to hardware, LAN/WAN, workstations, laptops, servers, switches, routers, DSU/CSU, and tape backup devices• Installed and configured operating systems for servers, desktops, and laptops• Managed, identified, shipped, and received equipment needing repairs or upgrades• Supported, maintained, and repaired a network of 170 laser printers and maintained database to track repair history and monitor trendsMajor Installations and Project Support• Designed and implemented WAN infrastructure for a four-state area• Upgraded server operating systems from Netware 4.11 to Netware 5.1• Upgraded workstation operating systems (1) from Windows 95 to Windows 2000 and (2) from Windows 2000 to Windows XP• Maintained and upgraded laptops on an annual basis• Investigated, designed, and implemented numerous system security projectsQuality Control and Quality Assurance• Responsible for documentation of standard office procedures and network infrastructure• Trained new employees in computer operations• Tested quarterly software releasesRecognition of Outstanding Performance• Consistent history of performance that meets or exceeds expectations, with highest ratings in customer service

User Support• Provided software support for Microsoft office products• Provided computer support for main office and field offices in a multi-state area• Provided user support over the telephone as well as in person• Provided on-call user support after normal business hours as neededSystems Support• Scheduled and maintained the integrity of mainframe backups• Assisted in network monitoring, security, and anti-virus support• Submitted electronic documentation and claims to various insurance companies• Managed troubleshooting for problems related to hardware, LAN/WAN, workstations, servers, routers, DSU/CSU, and tape backup devices• Generated and distributed end of month reports• Installed and configured operating systems for desktops• Managed, identified, shipped, and received equipment needing repairs or upgradesRecognition of Outstanding Performance• Laboratory Corporation of America Employee of the Month, May 1996

User Support• Provided hardware support for mainframe network that included remote sites• Provided user support over the telephone and in person for mainframe users• Provided on-call user support after normal business hours as neededSystems Support• Maintained files and procedures for various fail over and recovery scenarios• Managed, identified, shipped, and received equipment needing repairs or upgradesMajor Installations and Project Support• Served as supervisor for the installation of a hospital-based, data communication network supporting more than 700 devices• Conducted site survey and completed site preparation, equipment installation, and system implementation for (1) fiber-optic networks to support VAX workstations, (2) subsystems to support hand-held terminals for nursing stations, and (3) a multi-user video teleconferencing training centerQuality Control and Quality Assurance• Conducted quality assurance audits of engineering documentation and records• Trained new employees in computer operations• Provided technical support and training in the use of multiplexors and network configuration for computer operators and hardware specialistsManagement and Communications Training• Time Management, 1987Recognition of Outstanding Performance• Certificate of Recognition for successfully completing the Composite Health Care system project for the U.S. Department of Defense