Computer Skills
Operating systems: Windows from 3.11 to Vista, NT Server
to 2008 Server
Business applications: Microsoft Office 97-2007, Lotus Notes 6, StudioPlus
Remote access connectivity: BlackIce, Intel Netstructure VPN client, Remote
Desktop, PCAnywhere, GotoMeeting
Data synchronization: Palm HotSync Manager, PocketMirror, XTNDConnect, MS Jet,
Outlook Exchange, and SQL server
Web development: FrontPage, Dreamweaver, MS Visual Studio
Hardware: IBM laptops and servers, Dell, Sony, Watchguard, Linksys, Palm, Blackberry
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Certifications
CompTia A+
MOUS Outlook 2000 & PowerPoint 2000
NHCC Master Certificate in Microsoft Office
Computer Programming Diploma from CIE
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Professional Experience
Support Manager 2005– Present
Provided technical support services by phone and email to over 500 StudioPlus
customers worldwide
Oversaw the assembly of all support resources
Created and maintained support and help documentation for company products
Prepared structure and procedure documents for future staff expansion
Assisted in managing the company web site and online forum
Partner with development staff for issue escalation and resolution
Helped support internal hardware, office software, and network infrastructure
Participated in software release testing
Field Computer Specialist 2000 – 2005
Provided phone support for field user platforms that included laptop and desktop configurations, Windows 95 and 2000 operating systems.
Helped customers with the Lutheran Brotherhood Client Management System based on MS Access 97 integrated with other components of Office 97 and later with SQL and Office 2000.
Assisted users in secured remote access using VPN certificate verification through direct dial and DSL.
Used Tivoli Problem Management software to track calls and contributed new solutions to it's knowledge base. Gained extensive knowledge to become subject matter expert on MS Office applications, Palm Pilot Handhelds, and Lutheran Brotherhood E-forms.
Participated in and traveled for projects in E-Business, remote network setups, platform upgrade and migration.
Presented on-site user training for new WAN and LAN setups.
Served as Primary local technical support for Blackberry 6510 and 7510 Nextel handhelds.
Training Manager 1989 – 2000
Dispatched using a regional system that is capable of handling up to five thousand runs a day.
Organized, prepared, and presented training and orientation classes for up to three groups a week.
Redesigned, edited, prepared, and updated training materials including employee manuals, policy booklets, and DOT-required paperwork.
Assisted the computer department in maintaining and developing company-specific databases and propriety programs for dispatch and customer service.
Managed the downtown Minneapolis satellite office.
Restaurant management – Steak Inn, McDonalds
Assistant Manager 1979 - 1989
Participated in bookkeeping, equipment and building maintenance, employee training, inventory control, and computer data entry.
Helped create computer applications linking POS register to PC to track and analyze sales, employee hours, inventory, and usage reports.
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Education
Cleveland Institute of Electronics
2003 - 2004
Computer Programming Course 1C
University of Minnesota
College for Continuing Education 2004
Web Programming
Institute of Technology 1981 – 1984
Physics Major, studied for transfer to Computer Science
North Hennepin Community College
Center for Training and Development
17.28 Continuing Education Units in Classes in Microsoft Office 2000
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References
Jeff Withington
Jason Runkle
Chris Miller
Tom Hinman
Chris VanAnda
Mark Hodd
Brad Miles
Jeff Larson
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