Computer Experience

• Cisco Certified Network Associate
• Microsoft Certified Professional
• CompTIA A+ and Network+ certifications
• Dell Warranty Parts Direct certified
  • Optiplex Desktops
  • Dimension Desktops
  • Dell Workstations
  • Dell Notebooks
  • Dell Servers and Storage Devices
  • Dell Laser Printers
• Experience using Symantec Ghost Console and GhostCast Server
• Experience using and troubleshooting Microsoft Windows 3.1/3.11, 95/98/Me, NT, 2000, XP, and Vista
  
• Experience using and troubleshooting Mac OSX
  
• Experience setting up Linux file, print, and NTP server with Red Hat Fedora Core 7
• Experience using Microsoft Office 97, 2003, and 2007 for PC, and Office for Mac 2004 and 2008
• Experience adding, repairing, and replacing PC hardware.

Oklahoma City University, November 2004–present
Coordinator of Student Technology Support

• Assisted in site design, deployment, and user training of Starnet, a Sharepoint 2007 portal site for the university in spring 2008
• Manage Student Technology Support Center, including training and mentoring three to four workstudies per term
• Troubleshoot and support faculty and staff PCs and Macs
• Troubleshoot and repair public use PC and Mac workstations
• Configure, troubleshoot, and repair student PC and Mac computers
• Build and deploy Symantec Ghost images using Ghost Console and GhostCast Server
• Build and deploy Faronics DeepFreeze installations
• Set up print server and printout release workstation

• Provided phone-based customer support for billing, programming, and technical issues
• Monitored and evaluated up to 80 inbound customer service calls per week for quality assurance purposes
• Actively coached customer service representatives to improve performance
• Created weekly quality trend analyses for Convergys' DirecTV call centers
• Created and maintained spreadsheets of quality evaluation information
• Facilitated "Open Monitoring" sessions to ensure calibration with the client and operations supervisors on quality issues

Dreamcatchers Net, April 1998–July 1998
Vice President of Sales and Service

• Designed logo, graphics, and layout for company web site
• Implemented company antispam policy to counter unsolicited e-mail ("spam")
• Submitted clients' web sites to search engines
• Researched and negotiated terms of company group health insurance plan

Nova Intercultural Institute, August 1996–March 1998
English conversation instructor in Osaka, Japan

• Taught 40 lessons per week to students of varying ages and levels of ability
• Taught Nova's TOEIC/TOEFL Test preparation course
• Performed level checks and demonstration lessons for prospective students
• Guided discussion in the "Voice Room" (free-conversation lounge)
• Organized specialized Voice lessons targetted at low- and high-level students
• As Voice Room Coordinator, was responsible for monitoring and improving Voice activities at my school

Moore Norman Technology Center October 2001–December 2005
Networking Technology program
Cisco Academy (Click to see my Threaded Case Study)

Centre College, August 1992–June 1996
Bachelor of Arts – History and Philosophy

Honors:

• National Merit Scholar
• Cum Laude Graduate
• Phi Beta Kappa
• Dean's List 7 consecutive terms
• Phi Alpha Theta (History honor society)
• Phi Sigma Tau (Philosophy honor society)
• Student representative on Philosophy Program Committee 1995–1996
• Phi Alpha Theta Award 1996.

Regent's College, August 1994–December 1994
Centre-in-London Program

North Hardin High School, November 1988–June 1992
Received Commonwealth (college-prep) diploma. Graduated 7th of 375.
Academic Awards for Biology, Advanced Placement US History, and Journalism.

Fort Riley Middle School, August 1986–November 1988

References

Greg St. Cyr
Network Administrator, Convergys Corporation
1705 S. Broadway
Moore, OK 73160
(405) 979-6460

Craig Crawford
Senior PC Technician, Convergys Corporation
1705 S. Broadway
Moore, OK 73160
(405) 979-6470

Eric Gauthier
Senior Network Engineer, Boston University
53 Rockland St
Hingham, MA 02043
(781) 740-0453

Brad Sagowitz
Systems Administrator
National Severe Storms Laboratory
120 David L. Boren Boulevard
Norman, OK 73072
(405) 325-6977