John Wood Community College, Quincy, Illinois January 2006 – PresentHelp Desk Technician
• Provided Tier 1 computer support to students, faculty, and staff
• Assigned work tickets to Tier 2 support staff as needed
• Coordinated, trained, and staffed student workers for the Help Desk
• Maintained supplies including printer cartridges, toners, and paper
• Served as backup technician to Tier 2 support staff
• Assisted Hardware Technician in imaging new systems for production
• Build new custom computer systems
• Headed up project of upgrading computers from 2000 to  XP
• Headed up project of upgrading to Office 2007 on all computers
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ESS, Inc, Hannibal, Missouri June 2004 – July 2005 (no longer in business)

Tech Manager
•Promoted to Tech Manager in January 2005, which I directly supervise 3 Technicians
•Computer Repair (both hardware and software)
•Virus\Spyware Removal
•CAT5 cable installation and testing
•Invoicing and Billing
•Build and test new systems
•Return items that are defective
•Sales
•Updated Product Manual on quarterly basis
•Assign service calls to technicians
•Double check inventory in QuickBooks against physical inventory
•Installed and configured Windows Small Business Server 2003 for in-house use

TEKsystems, Bloomington, Illinois August 2003

Consultant
•Tested LAN cabling for quality of line for Hallmark in Quincy, IL and Hannibal, Mo.
•Tested phone line to make sure credit cards are properly processed.
•Inspected area to make sure adequate power was present for POS systems presently installed as well as POS systems that will be installed during upgrade process

Supra Telecom, Quincy, Illinois August 2001-February 2003

Internet Tech Support Team Leader
•Promoted to Team Leader in April 2002, which I supervise 8-10 Internet Representatives.
•Resolved escalated calls covering internet, provisioning, and billing issues.
•Created guidelines to work around some glitches in our internal software that pertains to internet accounts.
•Created a spreadsheet to figure out how much credit a customer would receive for non-usage of internet or how much debit we would bill the customer for usage of internet and was not billed for.
•Created tutorials for Internet Technical Support Group.
•Created formal guidelines for Internet Technical Support Department.
•Consistently meeting goals for call volumes and duration of call times.
•Part of a team of 4 who made the company over $12,000 in a 6 month period for lost revenue.
•Assisted other representatives within the company with internet accounts.
•Troubleshoot various problems that customers encounter.
•Responded to customer inquiries regarding Supra services.
•Mailed out CD’s that our internet customers receive.

PC Consultants, Inc., Keokuk, Iowa May 2001-August 2001

PC Technician
•Computer Repair (both hardware and software)
•Invoicing and Billing
•CAT5 installation and testing

The Dial Corporation, Fort Madison, Iowa Summer 1999
Winter break 1999
PC Technician
•Installed programs, memory, new CAT5 network cabling
•Maintained computers by doing daily backups for their servers
•Set up new users\groups on a Windows NT server
•Inventoried computer equipment
•Tier 1 Support of PC’s and networking.
•Helped set up an Intranet for company information

Computer skills
DOS, Windows® (2000, XP, 2003, Vista), and Macintosh platforms
Experience:
•Office 97 through 2007
•Symantec Ghost Enterprise Solution
• Faronics Deep Freeze
• Front Page®
•Visual Basic
•QuickBooks
•Building, Upgrading, Repairing and Networking computers

Training:

New Horizons Learning Center, Peoria, Illinois

Received my MOS (Microsoft Office Specialist: Outlook) certification on 5-21-07
Received my MCSA (Microsoft Certified System Administrator) certification on 1-30-04
Received my MCP (Microsoft Certified Professional) certification on 8-29-03

Completed several professional development workshops while at John Wood

Completed a program entitled “Customer Service Profit-Ability for Sm/All Business”. This program was presented by Performance Plus Systems in August 2002.
Completed the education program “How to be a More Effective Team Leader”, offered by Rockhurst University in May 2002.

Education:
Pensacola Christian College, Pensacola, Florida December 2000
BS degree in Computer Science
Minor in Management