110 10th Street #203
Des Moines IA 50309
515 664 3641 (24 hours)firstname.lastname@example.org
Technical Support/Help Desk
Supporting PC hardware and software, network connectivity, security, data terminals and peripherals in an international corporate environment. Wells Fargo Financial, Des Moines, Iowa. Apr 2001 - Present.
Technical Writer/Technical Support
Responsible for editing, writing and publishing software product manuals. Also technical support for several Macintosh and Windows applications. Prairie Group, West Des Moines, Iowa. Oct 99 - Dec 2000.
Guide on About.com - expert responsible for web site, discussion, chat and email support for residents and visitors to Des Moines, IA. Created and maintained directory of useful local web resources, and produced bi-weekly articles and newsletters on topics of local interest. About.com, New York, New York. Jun 99 - Aug 2000.
Responsible for all support email, local and USENET newsgroups, and the design, implementation and operation of the CE Software Technical Support web site, Technical Support's online knowledge database, and discussion boards on other online service providers (such as America Online and Compuserve). Supervised personnel answering all customer support email. CE Software, Inc., West Des Moines, Iowa. Aug 96 - Oct 99.
Senior Technical Support
Responsible for providing telephone, written and online technical support for all CE Software products, including QuickMail and QuicKeys, on Macintosh and Windows platforms. Received Apple Computer's AppleLink Publisher of the Year award in 1993. Promoted to Senior Technician - responsible for escalated and difficult support, liaison between Technical Support and Development, Management, and Quality Assurance. Tasked for periodic projects in Quality Assurance. Last project was QA on CE Software's first POP/SMTP mail client.
Served on several committees, including committees responsible for evaluating, creating, testing, and implementing a central database for the Technical Support group, and the committee responsible for evaluating, designing and implementing CE Software's corporate internet site.
Authored articles for Technical Support web site and for newsletter sold to large site customers, and articles on configuring gateway products. Commonly called upon for instruction and consultation with entry level technicians. Principle support for products based on the Marco and Newton handhelds. Principle support for all older versions of QuickMail. Handled over 25000 support calls. CE Software, Inc., West Des Moines, Iowa. Nov 90 - Oct 99.
Macintosh Technical Support
Responsible for all technical support relating to installation, operation and troubleshooting of a popular equation solving software package on Macintosh computers. Edited, and produced, Macintosh versions of TK Solver Plus User's Manuals, and several other manuals. Provided input on design of new version for Macintosh. Universal Technical Systems, Rockford, Illinois. Jan 89 - Nov 90.
Supervised Computer Service Center at Authorized Apple Dealership: technical support, troubleshooting, repairs, repair and inventory tracking, invoicing, accounts, shipping, delivery and installation. Supervised five technicians. 24-hour turn-around on all repairs. Apple Level One Certification on all Apple Computer equipment and Laserwriter Certification. Rock Valley Computers, Rockford, Illinois. Aug 85 - Dec 88.
Director of Student Housing
Responsible for creating, developing, and supervising counseling program. Also, supervised maintenance, restoration, security, resources, and allocation of student housing. Directly responsible to President of Shimer College, Waukegan, Illinois. Sep 83 - Dec 84.
Entered Air force in Dec 78. Honorable Discharge as Sergeant in Sep 83. Received Air Force Good Conduct Medal. Held Secret Security Clearance. Received basic electronics training at Keesler AFB in 1979. Courses include NCO Orientation Courses, Digital Techniques, Digital Transition and Integrated Circuits, Advanced Digital Techniques and several others.
Supervised maintenance shop for mobile microwave telecommunications equipment in rapid deployment Tactical Air Control Flight. Supervised maintenance, installation, deployment, security, and operation of telephone, radio, and data communications equipment necessary for daily and combat use. Trained, qualified, and deployed section personnel. 626 TCF, Bremerhaven, Germany. Apr 83 - Sep 83.
Directed, coordinated, recorded and reported equipment and personnel status for rapid deployment Tactical Air Control Flight during simulated and actual alerts, and during daily operation. Reported to unit command and Group Headquarters. 626 TCF, Bremerhaven, Germany. Dec 81 - May 82.
William Penn University, Oskaloosa, IA, Bachelor of Arts in Business. Awarded placement on President's List and Dean's List. Graduated Magna Cum Laude in December 2000 with 3.86 GPA