WORK EXPERIENCE

Northrop Grumman Corp. > Davis-Monthan AFB 08/2009 to 11/2011
Intervise, Inc. > Davis-Monthan AFB 01/2009 to 08/2009

Systems Specialist II (long-term contractor): Medical Support Squadron, Information Systems

User account creation and management in CHCS and AHLTA; submitted / coordinated tickets to MHS.
Resolve or redirect customer issues as needed, i.e. security permissions, software errors.
Maintain constant server software updates as well as daily tape backups.
Maintain MRV LX-4000 series intelliswitches and associated Datasouth and Intermec printers.
Manage operability of MRV devices as well as standard printers over network ports, switches, drops.
Submit firewall exception requests to Base Communications to allow connectivity when certain devices
changed location, or when business needs changed.
Manage network/power/hardware outages; worked with various external support organizations.
Proactively devised, created batch files for complex AHLTA program installation procedure on client
pc’s, significantly reducing technician error, technician training, and program installation time.
Created many MS Word and PowerPoint training documents and migrated same to Sharepoint v3.
Occasional Active Directory duties.
Ensured HIPAA compliance.

Productive Data Solutions, Inc. > Ventana Medical Systems, Inc. 06/2008 to 08/2008

PC Technician Helpdesk Support (Contractor)

Resolved Level 1 print, browse, email tickets. Promoted to Level 2 support in month 2 incl Blackberrys.
Basic Active Directory duties: reset passwords; disabled, enabled and created user accounts.
Worked on team for receipt, inventory, imaging/installations and delivery of 1200 HP pc's.

DakotaCom Internet Partners, LLC 12/2003 to 03/2008

Technical Support / Inside Sales Rep

Level 1,2,3 tech support, incl team lead for two other team members including manager calls.
Level 3 support included supporting outsourced Level 1 techs and resolving escalated issues.
Under Provisioning team model, we handled all tech, customer service, billing, and sales calls.
Diagnosed pc, home network and/or own network status for our dialup, DSL, and fixed-wireless
residential and business customers; also diagnosed firewalls, startup programs, and client routers.
Verified static IP settings on our user-premise equipment against our (ISP) network settings.
Resolved email, browsing, connectivity, and webhosting / coordinated with hosting providers.
Filled Residential sales role twice upon request, managing incoming calls and outbound prospects.
Prepared sales contracts and reviewed contract terms with care towards prospects prior to sale.
Documented Support and Sales calls via multiple ticketing systems.

First Southern Baptist Church (FSBC) 09/2006 to 06/2007

Interim Jr.High Youth Director, part-time

Directed Youth activity/outreach program and four volunteer leaders/teachers.
Prepared and taught weekly Biblical lessons.
Prepared annual department budget of $11k.

John Conant, Jr.

Convergys, Inc 02/1999 to 12/2003

Support Engineer

Windows 95/98/XP/Internet Explorer/Outlook Express/Media Player troubleshooting.
Researched MS knowledge base and external sources, documented in detail via ticketing system.
Resolved startup, shutdown, browsing, email, error messages, display, connectivity, and all other
operating system problems.
Volunteered for TTY project in addition to standard call queue.
Level 2 offline supported escalated unresolved issues; researched then scheduled client callbacks.

EDUCATION

Microsoft Windows 95/98, Convergys (/Keane), Inc., Tucson, AZ                             02/1999 to 03/1999
Management Information Systems (B.S.), University of Arizona, Tucson, AZ             08/1995 to 08/1998
Accounting (A.S.), Asnuntuck Community College, Enfield, CT                                 01/1986 to 05/1991

Automotive Repair (1-yr Certificate), Technical Careers Institute, Windsor, CT 01/1984 to 12/1984

CERTIFICATIONS / SPECIALIZED TRAINING

CompTIA A+ (A Plus) 10/2009
CompTIA Security+ (Security Plus) CE 09/2011

Microsoft #2151BC: MS Windows 2000 Network and Operating System Essentials, 07/2002 to 08/2002
Convergys Inc./Keane, Inc.

Microsoft #2152CC: Implementing MS Windows 2000 Professional and Server, 06/2002 to 07/2002

Convergys Inc./Keane, Inc.

CONSULTING

PC support to business and residential users.
Spring 1990: Lotus 1-2-3 macros developed for programming schedule's daily printouts for
Allan Allshouse, program director at CBS TV WFSB Channel 3, Hartford, CT (Spring 1990).

INDEPENDENT HOME PROJECTS

Worked with 4-pc network, including network printing, routing, tested RedHat 9 (2003 to 2005).
Personal web page development (1997 to 2003).

COMMUNITY SERVICE

· Active in FSBC Awana & Youth depts and periodic outreach / visitations.

· Website editor for FSBC Awana & Youth depts at http://www.fsbctucson.net (03/2008-12/2008).