Summary

To obtain a challenging position as a specialist using my existing skills and experiences to achieve agency goals, contributing to professional growth and professional skills.


Employment

2005 -  2006
Technical Support

Contracted by Make Corporation to perform first level computer and systems support for United Airlines employees, United Express and code share carriers worldwide for computer and communication related problems. Support for Uniteds 5 Unix mainframe systems - Unimatic, Cosmo, General Services - TSO Info, Mileage Plus and Apollo and Distributed systems and Cendant Telecommunications Network for United Airlines. Support for Uniteds Websites - Skynet.com, United.com, Vpn.com and Uniteds Corporate Webmail - Outlook Web Access - Mail. Ual. com/Exchange. Platforms include Novell, Windows 95, 98, 2000, XP, NT. Databases include MS Access and Service Center call tracking program. Hardware includes HP/Compaq Vectra VL and D530 desktops, HP 610 N180 Laptops, 6000/6100 Omnibook, HP DeskJets, LaserJets, Lexmark, Okidata and TI printers. General services and network protocols, LANs/Wans and Airport automation equipment. Software includes Active X, SNX, SSL and FTP, TCPIP/IP protocols used in Microsoft Outlook and for Clientless remote access connectivity. Supported commercial software applications, proprietary packages and Unix mainframe operations. As part of Technology support group, worked with as many as 500 trouble tickets per week in Service Center call tracking program achieving an excellent record of handling calls 80 - 85% resolution rate, providing sound solutions and meeting quotas. Also assist with Password resets for United Employees and its affiliates and printer queue issues as well. Diagnose and attempt to resolve issue without escalating to higher level support.

2005 -  2005
Help Desk/PC Technician

I performed the helpdesk function, desk side support, email support and roll out support to 175 Cosco employees in locations around the country .I was the software and hardware support department performing PC installation, configuration and maintenance. This included using Go to My Pc software to connect and install, fix software. Installed and configured client access software to support Mapics on an AS400 located in our location .I set rights on a NT4 server. Providing hardware support consisted of upgrading users from Windows 98 computers to Windows XP. Maintained 10 network printers locally and I used pc repair software to coordinate pc/printer repairs across the country. Supported use of Palms, Smartphones and Blackberrys also. Performed all moves, installations and mail out of equipment across the country. Some of the skills I kept proficient while working at Cosco : Configuring and Troubleshooting Applications. Configure and troubleshoot Office applications. Answer end-user questions related to configuring Office applications : Office 98 through Office Pro 2003. Configure and troubleshoot e-mail account settings. Configure and troubleshoot Internet Explorer. Configure and troubleshoot Outlook Express. Answer end-user questions related to configuring Outlook Express. Manage Outlook data, configuring, importing and exporting data and repairing corrupted data. Personalize Office features. Customize the Start menu and taskbar. Customize regional settings. Customize fonts. Customize folder settings. Configuring and Troubleshooting Connectivity for Applications

2004 -  2004
Grainger CD Catalog 3rd Level Support

I supported the 200000 users of the latest Grainger CD Catalog that was mailed out in September 2004. Using Remedy I documented all steps taken to solve customer's issues. Answered technical questions of multiple OS from Windows 98 First Edition, Win 98 SE, Win ME, Win NT, Win 2000 and both versions of Windows XP .I provided third level phone support to non technical customers after the IBM helpdesk could not resolve their problem .I created documentation for IBM first level team to better assist same customers. Some of the issues handled were : Internet Browser versions/ service Pack information ; Microsoft Error Code research ; Adobe Acrobat Reader versions ; calls related to the functionality/use like how do I ? of the CDROM Catalog execution Functionality Ordering, Registration and Pricing. Inquiries about install and uninstall .I took all calls related to customers using unsupported Operating System versions that are unable to use the Grainger CDROM Catalog. Pricing : calls related to Pricing - both technical problems errors and how-to questions. Included the looking up of a customers Price Code, any pricing questions or pricing errors. Calls related to Registration only of the technical errors. Included registration for both the CDROM Catalog and the Grainger web site ; technical errors : All calls reporting any kind of error experienced by the customer during the use of the CDROM Catalog that was not related to installation, registration or pricing.

2004 -  2004
Migration Specialist

Migrate 500 users from Lotus Notes R5 to Outlook 2003 .I convert Lotus Notes Archives to Outlook 2003 folders and import clients' calendar and contacts to Outlook 2003. Install and configure sync software for Palms, iPAQs, Treos, 7135s and other smartphones to view Outlook folders. Fix any problems or issues which may arise during the migration. Support 500 plus users on a multi platform environment Windows NT 4.0, 2000 and XP Pro.

2004 -  2004
Migration Team/ Helpdesk Support

IRAS/XP Migration Team Member for BP Amoco Contracted through TEKsystems .I participated in upgrading Amoco's Castrol Oil division to Windows XP and Office XP. Transferring all information from IBM Thinkpad T20s and X20s to Dell D600s This consisted of installation and troubleshooting of computer hardware and software, IRAS and IPASS issues. After initial migration I worked on the hotline support for post migration issues .I provided phone support nationwide on IRAS settings, configuring routers and modems, Outlook XP issues, Lotus Notes, configuring network/local printers and other various software questions ; resetting and configuring user profiles, login and passwords for domain access using Active Directory. Other problems resolved were IE Configuration and issues, Network Connectively issues, Remote Connectivity issues, like Hotels, Airports, Home Office, Remote Company sites and MS Office Issues. Also resolved non-scripted/non-standard apps issues. Much of this was done by remote troubleshooting of clients PC's utilizing NetMeeting. Maintained and updated records of hardware and software inventory ; performed audits and spot checks of user workstations and took corrective actions when necessary .I Used Vantive for call tracking software .I did statistical reports using data from Vantive ticket system. Complimented for effective communication skills, interpersonal, written and verbal in a demanding, problem-solving environment.

2000 -  2003
Banker

Used HEAT, a problem tracking software package, to take incoming calls from all areas of the company, concerning PC, LAN, mainframe hardware and software, password security and telephone problems and questions. Responded to questions and resolved problems as possible and forwarded situations requiring further assistance to the appropriate areas/units as necessary. Provided centralized coordination and communication during problems, eg system downtime. Responsible for monitoring data and LAN networks for potential problems. Also provided software support, education and consulting to the end-users of Information Center supported products. Provided assistance to user-areas by responding to questions, researching and resolving data processing problems and recommending products to assure optimal operations. Provided phone support to 1200 persons in the home office in a Novell 5.5 lan environment and over 5500 agents and branch office personnel over the phone supporting DSL and Frame Relay. Configured Smarterm, Netscape email profiles, UUNET and VPN accounts on a daily basis. Supported Coins and TSO, Sharp, Mainframe issues in a high pressure sales atmosphere. Also walked agents and other non technical users through configuring SMC wireless on their computers over the phone ; these pcs was were of varied age and used OS from Windows 98, ME, XP Home Edition, Windows 2000 and XP Pro. standards. Supported user desktop using Netscape and migrating them later over to Microsoft Outlook converting their mail, folders, contacts and attachments to the new Microsoft exchange environment for the company new corporate mail package I managed Outlook training in support of more than 1400 personnel and 2 locations. Also performed individual and classroom training on various software and PDAs. Composed correspondence on practices procedures. Analyzed PDAs in terms of feasibility, compatibility and cost-effectiveness for purchase and use in the company.

2000 -  2000
Lead

Win2k Migration BP Amoco Contracted through ARC Services to participate in upgrading Amoco in downtown Chicago, to Windows 2000 and Office 2000. Troubleshooting of proprietary applications and training users in MS Outlook 2000. Working with Compaq Armadas/Deskpro and IBM Thinkpad T20 and 240 Used Vantive for call-tracking software. Working with vendors on software compliancy with Win 2K in a Windows NT environment. Installation and troubleshooting of computer hardware and software, RAS and Internet issues. Responsible for 11 technicians, scheduling hours, training and administration for the Bubble Support Team. Attended team lead meetings. Provide statistical reports and made recommendations for process

improvement.

1999 -  2000
Deskside Support

Working at Searle in Skokie IL for IBM Global Network. Supporting scientific application, Reflections, Lotus Notes, Filemaker Pro, Delta Graph and Office 95/97/2000. Troubleshoot and repair 2000+ workstations on Windows 95/98/NT and Mac platforms. Also resolved network connectivity problems on TCP/IP Wan. Provided phone support for telecommuters. Installed standard and custom images on Dells, IBMs and Compaqs. Generated help desk tickets with the use of McAfee Help Desk software .I supported Palm Pilots III through VII with Intellisync, Pocket Mirror and Hotsync.

1999 -  1999
Network Migration Team Member

Worked for BP Amoco Chicago and Warrenville locations. Enabled Novell clients to connect to an NT server by configuring Client for MS Network on pcs prior to migration. Performed pre-migration checklists and conducted desktop surveys on clients. Aided in archiving of CC mail to network drives. Saved Netscape bookmark files. Backed up data files to Network drives .I conducted desktop surveys. Identified software applications that would comply with the common operating environment. Configured user profiles. Mapped network printers. Configured Exchange. Setup Schedule +. Configured Lotus Notes. Worked on help desk tickets and trouble calls. Processed and routed Clarify tickets. Mapped user drives shared drives and common drives. Performed post migration checklists and resolved migration settings errors. Performed desktop support ie trouble tickets, ip conflicts, ras configuration, dll errors.. Converted Netscape bookmarks to Internet Explorer 4 favorites. Used Transcend to convert CC mail archives to MS Exchange folders. Installed Palm Pilot. Aligned proxy setting for Clients.

1998 -  1999
Analyst

Servicing Chicago and Milwaukee Provided on-site troubleshooting and problem resolution services for workstations, servers, networks and applications. Performed roll out of Toshiba Tecra 8000s and Dell GX1s for the launch of Sprint PCS in the Chicago land area. Loading client software consisting of Office 95/97, Windows 95 and software to interface with a Windows NT environment. Mentoring users on workstations. Providing local desk-side support and guiding customers on the use of business desktop. Tracking open service calls and analyzing service. Collecting and updating information relating to IT assets at supported sites. Working closely and effectively with other support

analysts, the Systems Integration Management team, team leaders and technical liaisons. Developing and maintaining long-term relationships with IT customers, clients and contract service vendor organizations. Perform virus protection and upgrades. Debug system errors. Install Y2K upgrades. Desktop hardware configuration, TCP/IP NT client configuration Printer support HP JetAdmin, mapping network drives, break fix procedures. Reimage pcs. TCPIP setup for servers in a Windows NT environment

1998 -  1998
Telecommunications Consultant

I served as a telecommunications consultant. Analyzed the integrity of over 300 nation wide router connectivity with Node Check, Exceed and Info Config software. Performed status checks of diagnostic lines with Procomm Plus. Identified errors and submitted action notices for corrected action. Compiled custom reports with Lotus 123 Spreadsheet to identify trends. Coordinated with various offices regarding findings and recommendations with Lotus Notes.

1998 -  1998
Lan Administrator

For a financial institution, served as a Lan Administrator. Performed roll out function for network upgrade from Novell token ring to Novell Ethernet. Duties consisted of installing internal components and proprietary software for PCs upgrading. Assigned logins and access rights for users. In addition duties included trouble shooting hardware and connectivity problems. Replaced partial or complete systems. Traveled from various sites in Northern Illinois transporting equipment and software. Provided system backup and maintenance on workstations. Added new peripherals and applications to existing

1996 -  1997

Customer Support Manager

Human Resources Specialist SMSGT, US AIR FORCE RESERVE located at O'Hare International Airport. Customer Support Manager, Human Resource manager for 928 Tactical Airlift Wing. Planned directed and controlled all aspects of Customer Support,, the management of 1400 Military Personnel records. Responsible for Newcomer Orientation Program. Managed Family Care Program. Managed Air Force Awards and Decorations Program. In charge of reenlistments, discharges, promotions Supervised and evaluated subordinates' performances ; prepared yearly appraisals and performance feedbacks. Oversaw 12 civilians and 25 reservists. Managed, coordinated and directed Air Force Policies and Directives for Military Personnel. Developed and implemented Base Transition Plan for Base Closure.

1988 -  1996

Personnel System Manager

United States Air Force GS 205 11 MSgt O'Hare IAP, IL, ART This is an enlisted position responsible for operating, maintaining and managing the Personnel Data System Program in the CBPO. Plans and coordinates operation of personnel systems equipment and activities relating to systems control, equipment, resource management and personnel data security. Performs functions relating to operation, maintenance and management of personnel computerized systems. Analyzes and develops plans for collecting and processing personnel data. Monitors functional personnel information systems and oversees military personnel data activities. Knowledge of military personnel policies, procedures, rules, guidelines and publications. Knowledge of Local Area Network interfaces as they pertain to the Personnel Concept III system of the PDS. Instructed personnel on integrating office procedures with data automation. Evaluating effectiveness of training program and recommending personnel for training. Provided training on all systems modifications and procedures .I planned and established curriculum.

1977 -  1988

NCO in charge of Mobility Processing. Coordinated and maintained Personnel portion of Base Deployment Plan. Administered Mobility Training Plan. Base Passport Agent. Supported Chief CBPO as Base Manpower Officer. Managed the assignment of all military members and coordinated with Civilian Personnel on all ART assignments.

Determined eligibility and requirements for deployment of personnel to exercises and contingency operations, ie Desert Shield/Desert Storm. like Contact : Yes, Supervisor's Name : Larry Gunter, Supervisor's Phone : unknown

Chicago, IL US Vocational

Description : Programmer : COBOL, RPG, BAL I and II.

JOB-RELATED TRAINING COURSES

Personnel Systems Management Course 1989

Senior Non Commission Officer Academy 1995

Human Behavior in Organizations Course 1995

Supervisor Development Course

Train the Trainer Course 1990

Total Quality Management Course 1995

Metrics Course 1995

UNIX
Level II Course 1993

7 Habits of Highly Effective People Course 1996

Principal Centered Leadership Course 1996

Essential Skills for Project Managers 2003

JOB-RELATED HONORS, AWARDS

MEMBERSHIPS, ETC.

Monetary bonuses for sustained superior performance

1990 -  1991

Education

Miscellaneous

AF Meritorious Service Medal

AF Commendation Medal

AF Achievement Medal.

MS Office 2003/XP, MS Exchange, Outlook 2000/2003, Netscape Navigator, Netview 6000, Telecheck, Hypercom, Actiview, Goldmine, Infocell, Clarify, Remedy, McAffee AntiVirus, Dbase IV, Laplink, Ghost, Visio, Wordperfect, Lotus 123 MS Project, Calendar Creator, Remote Access System, Procomm, Acrobat Reader, HP JetAdmin. WinZip, Ws-Ftp, Telnet. Schedule+, IE5/IE6, Heat, Global Dialer, RAS, Scientific Applications. Legato file restores. VPN,
Nortel Networks, Smarterm, Coins. UUNet, Sharp, TSO, Radmin, VNC, Netmeeting, PocketMirror, Activsync, Norton Antivirus, Active Directory.

Equipment Type MFG MODEL PROFICIENCY LAST USED ACTIVITIES

Server Compaq Proliant 7000 Strong Jun 99 Install/ Maint

Server Compaq Proliant 1500 Strong Jun 99 Upgrade/Maint

Work Stations Various Strong May04 Upgrade/Config

Notebooks Various Strong Jan04 Upgrade/Config

Note Books Dell Various Strong May04 Upgrade/Config

Note Books Compaq Various Strong Jan04 Maint/Config

Routers Cisco 2500, 4700 Strong Jun99 Configure

Switch Cisco Catalyst 5500 Fair Jun99 Maint

Modems Various Various Strong May04 Install/Maint

Printers HP 5Si, 45008000N Strong May04 Setup/Maint