Thursday, January 14, 2010

My Resume

What the hell, I might as well post my resume here too. I know there are at least a couple of people other than my wife reading this, so what could it hurt?

If you know of an IT/Tech Support position or you're hiring for one in the Tampa Bay area of FL, the Northeast, or Colorado, take a look at my resume and shoot me an email. We're definitely willing to relocate out of the Tampa Bay area.

OBJECTIVE

Dependable IT Technical Support Analyst seeking an opportunity to provide excellent end-user support and service, entry level systems administration or technical writing/documentation for a company that recognizes the value of teamwork and loyalty.

 
SUMMARY 
  • Provide remote technical and functional application support to end users for a variety of applications, including Microsoft Office, versions 2003 and 2007 as well as Lotus Notes.
  • Proficient in developing and validating knowledge base content and documentation.
  • Possess a good grasp of PC networking; currently support broadband Internet connections as well as secure VPN and extranet connections.
  • Well versed in providing technical support to users with limited PC knowledge or experience.
  • Responsible for replicating and troubleshooting both hardware and software problems and determining proper solution or escalation.
  • Recognized in performance evaluations for providing consistently high First Call Resolution.
  • Provide backup assistance and problem resolution for four other support teams.
  • Maintained a Top Secret/SCI security clearance.


OCCUPATIONAL EXPERIENCE


PricewaterhouseCoopers, Tampa, FL. Call Support Specialist, May 2004 - Dec 2009. Primary duties included providing remote technical and functional support to internal staff for various, proprietary, financial applications, explaining time & expense as well as finance polices and processes to end users, SAP account administration and providing first-level support to external vendors and internal staff for accounts payable and accounts receivable inquiries. Additional duties included creating and updating content for an internal knowledge base available to support staff as well as end users and providing technical support to end users for Microsoft Windows XP, Microsoft Office 2003 and 2007, Lotus Notes and network and VPN connectivity issues in back-up support to other teams when call volume warranted.


PricewaterhouseCoopers, Tampa, FL. Call Support Coordinator, Sep 2006 - Jun 2008. Primary duties included providing remote technical and functional support to internal staff for proprietary financial applications, explaining time & expense as well as finance polices and processes to end users and SAP account administration. Additional responsibilities included validating and publishing content for an internal knowledge base available to support staff as well as end users, discerning and reporting call trends to manager, running and compiling call driver reports, training new hires, cross-training support staff from other teams and developing training/study materials. Secondary duties included providing technical support to end users for Microsoft Windows XP, Microsoft Office 2003 and 2007, Lotus Notes and network and VPN connectivity issues in back-up support to other teams when call volume warranted.


Computer Generated Solutions Inc., Tampa, FL. Senior Help Desk Technician, April 2000 – May 2004. Duties included providing remote technical support to end-users from a variety of accounts for account-specific software as well as Microsoft Windows 2000, the Microsoft Office suite, Virtual Private Network connections, laptops and printers. Additional responsibilities entailed troubleshooting and proper escalation of network and hardware failures, providing assistance to other technicians and acting as the subject matter expert for two accounts.


Computer Generated Solutions Inc., Tampa, FL. Supervisor, February 2001 – February 2002. Duties included monitoring department level service statistics, supervising and developing team staff, interviewing for open agent positions, preparing performance appraisals and handling disciplinary issues as needed. Also responsible for identifying problem areas and developing improvement plans to increase performance, reviewing individual team member quality monitoring scores and tracking performance trends, identifying low performers and determining the appropriate course of action for performance improvement. Developed criteria and rewards for and implemented "Representative of the Month" program.


Ground Control Professional Landscaping, Oldsmar, FL. Landscape Maintenance Foreman June 1996 – April 2000


United States Army, 505th Signal Company, 86th Signal Battalion, Fort Huachuca, AZ. Transportable Automated Switching System Operator/Maintainer, 1993 - 1995. Duties included installation and maintenance of central office switches, monitoring the switches and network for failures and outages, performing fault isolation and troubleshooting on hardware and software, providing technical support for technicians and end-users, maintenance of test equipment and vehicles, deployment of the above in numerous field training environments, and participation in real world missions, including "Operation Continue Hope" Mogadishu, Republic of Somalia. Oct 1993 - Feb 1994.



EDUCATION


In pursuit of AS degree in Network Services Technology, Hillsborough Community College, Tampa, FL (3.5 GPA)
Technical Trainer Certification Course - PricewaterhouseCoopers, Tampa, FL
New Equipment Training Course, AN/TTC-39D/PS - U.S. Army, Fort Huachuca, AZ
AN/TTC-39D Augmentation Course - U.S. Army, Fort Huachuca, AZ
Transportable Automated Switching System Operator/Maintainer Course - U.S. Army, Fort Gordon, GA


Awards

Army Achievement Medal with Bronze Oak Leaf Cluster – U.S. Army
United Nations Service Medal – U.S. Army
Representative of the Month, July 2002 – Computer Generated Solutions, Inc

Tuesday, January 12, 2010

Didn't get the job

Well, I didn't get the job for which I interviewed on Friday. Pretty disappointing, to say the least, but I'll just have to keep on plugging away. Something will turn up soon; it will have to, otherwise I'll be stocking shelves at Publix or out working on a landscaping crew again. I'll do just about anything as long as it's full time, pays better than unemployment and allows us to pay for day care for Jack after pre-k is done for the day.