Help Desk Specialist, PC Technician, Rollout Specialist and more, 1999 to 2001 (and other short contracts)
Provided front-line technical support for the home office employees (and some field personnel) of a major fortune 500 fraternal benefits organization by providing phone support for their computer hardware and software-related challenges.
Customers supported were on-site, at remote WAN sites and accessing network resources via RAS (remote dial-in).
Provided support to resolve hardware and software-related issues via phone as well as remote access to desktops using PCAnywhere.
Supported not only hardware items (such as desktop/notebook PCs from Hewlett Packard and IBM, but also a variety of other items including HP printers, Lexmark LCP boxes, and Palm V palm computers) — most connected by Token Ring (initially), but also a variety of software packages — some commercial and some custom-written and many mainframe, RS/6000, or OS/2 applications.
Software supported includes (but may not be limited to): CIF, CTI, PeopleSoft, PAR, Lotus EasySync™, Lotus Notes™, Internet Explorer, LiveLink, ADSM, PCOM, PRF, PC SAS, TSO, FileNet, PassGo(InSync), MS Access and ODBC Resources, Business Objects/Data Warehousing, DocRight, Visio 3.0, LUS, PC Anywhere, Performance Works, MS PowerPoint, RAS, ScreenPass, TCP/IP, Virtual Classroom, Norton Antivirus, Windows 95 & NT, WinZip, MS Word & Excel 97, ARGIS, ASIM, & a variety of other applications both commercial and proprietary.
Was a key relief member of a team of 11 Help Desk Professionals assisting with the corporate rollout of Lotus Notes R5 (and subsequent releases).
Had my contract extended numerous times to assist with the support of the Field HelpDesk Lotus Notes rollout and the rollout of new IBM Thinkpads.
Provided additional support for the company-wide Ethernet Conversion .
Made a key member (and consultant) of a special “Palm Support” team charged with supporting the Palm V rollout to management-level personnel and higher (and with training the remainder of the Help Desk Personnel) because of my 2+ years of expertise with Palm computers and to provide technological recommendations to key decision-makers of the “Palm Project” team .
Received two Outstanding Customer Service Awards – one from within the department and one from a customer’s unit .
Award-Winning Graphic Designer & Photographer – extensive experience of both print and web-based design. Developed
brand identities, web sites, flyers, brochures, business cards, order forms, reports, sales collateral,
proposals, advertising print media, tv commercial production, photography, and more.
Professional Technology Consultant – known for his aptitude and and excellent desk-side manner. Has
served companies of all sizes from home-based users to Fortune 500 companies. Has also volunteered
much of his time and skills to supporting several non-profit and not-for-profit organizations.