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John - Computer Doc
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Degrees
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Certified Computer Service Technician from Control Data Institute,Burlington Ma, 1980
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My Expert Service
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Over 20 years experience in the computer industry, nine in hardware, and twelve in software and network support. Proficient in Windows 9x, ME, NT, 2000, XP, MS-Office and MS-DOS troubleshooting and repair.
SKILLS
Microsoft Operating Systems and Applications, including MSDOS, Windows 9x, ME, NT, 2000 and XP; MSOffice 97 and 2000, Netscape, Eudora and cc:Mail , Norton and McAfee Anti Virus and various graphics and web-authoring tools such as Adobe Illustrator and Dreamweaver.
Remedy and Peregrine database software used for Help Desk call logging, utilizing several discrete schemas, as well as creating and using macros.
Working knowledge of UNIX, Linux and VAX OS’s.
VPN and dialup networking via TCP/IP; prior Banyan Network Protocol and network administration, Novell Netware, and internal LAN networking.
Hardware repair from components to system level.
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Experience & Qualifications
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PROFESSIONAL EXPERIENCE
July 2008 – December 2008
Staples, Inc.
Second Level Support Specialist
. Deliver level 2 technical support for store management and technicians.
. Support and repair remotely or on the phone with on-site techs and management personnel, all hardware and software related to all servers, computers, printers, wireless access devices and cash registers used in large retail operations nationwide.
. Provide support for special projects including training related to transitioning to offshore support center.
September 2007 - December 2007: TJX Corporation
Level 2 Help Desk Agent
Provide second level tech support to internal employees and managers.
Support and repair remotely or on the phone with on-site techs and management personnel, all servers, computers, printers, wireless access devices and cash registers used in large retail operations nationwide.
Support internal applications and special projects related to network security upgrades.
October 2005 - May 2007: EMC Corporation
Helpdesk Analyst
Provide first and second tier telephone support for Windows 95, 98, NT, 2000 and X P OS’s, and applications including MS Office, Outlook, virus protection software, all EMC application connectivity, troubleshooting and installation, dial-up networking and VPN clients , web browsers and various other software used by internal and external customers.
January 2005 - October 2005
Sales
Various short term and contract sales positions, mostly in the wireless phone industry.
October 2003 - January 2005: Solectron
Customer Service Technician
Provide troubleshooting, repair and replacement of customer wireless phones and accessories for Verizon Wireless customers at an in - store technical department.
Advise customers on functional and usage inquiries.
Received on-going training in various aspects of cell phone technology and customer service.
June 2002 - October 2003
Sales
Various short term and contract sales positions, mostly in the wireless phone industry.
Duties consisted of selling wireless phones and rate plans in a retail environment.
October, 1999 - March, 2002: Lockheed-Martin/MIT Lincoln Laboratory
Help Desk Analyst/Desktop Support
Provide telephone and desktop support for Windows 95, 98, NT and DOS OS’s, and applications including MS Office 95 and 97and 2000, virus protection software, all Laboratory application connectivity and installation, dial-up networking and Remote Access Service , web browsers, Eudora and Netscape Messenger email clients, Novell Netware and various other software used individually.
Provide hardware diagnostic support, and setup and installation of various desktop and laptop computers.
From March to October 2000, assigned to provide sole support to the Laboratory’s Director’s office and two large Division offices’ personnel, consisting of 50 people, with enhanced response time and service.
Utilized Remedy database to log and track calls through resolution.
October 1997 - September, 1999: Compaq Computer Corporation / Digital Equipment Corporation, Marlboro, MA
Help Desk Analyst
Provide support for Windows 95, NT and Exchange, Outlook 98 MS Office 95 and 97, virus protection software, all corporate application connectivity, including VMS and unix systems, dial-up networking and Remote Access Service setup and troubleshooting in a large call center for the entire Compaq/Digital internal workforce in North America.
Utilized Remedy database to log and track calls through resolution.
May 1997 – October 1997: Digital Equipment Corporation, Littleton, MA
Printer Technical Support Representative
Provided pre-sales telephone support on Digital's full line of printers; including purchase recommendation part number assistance and product specifications.
Assist in network configuration and connectivity information, as well as software
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Available Modes Of Communication
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email/chat
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Contact
John - Computer Doc
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