SUMMARY

Technical Support Specialist / Trainer with experience in field and in-house support, manufacturing, and training. Extensive background in trouble-shooting new technologies and training technicians and trainers. Self-motivated and capable of working supervised or alone in the field.

TECHNICAL SKILLS

Microsoft MCSE / MCSA / MCP, MAC, Unix / Linux, Novell Operating Systems, Networking Topology, People Soft Database, Blackberry, TCP / IP, HTML, laser and fiber optics, MS Word, Excel, Visio, Adobe Photoshop, digital printing operations, color calibrations, some 3D and animation principals.

PROFESSIONAL EXPERIENCE

PRIMAL KEY LEARNING, Brea, California 2004-2005
Computer training center.
Microsoft Systems Engineer Instructor
Contracted instructor responsible for training and preparing students of all levels for successful completion of Microsoft's MCSE exams. Courses include Introduction to Windows 2000 Pro and Server, Administration of a Microsoft network, Design of a Microsoft network, Active Directory Administration, Active Directory design, Migration Strategies.

• Provided active training with both lecture and hands on labs.
• Received excellent critiques from students.
• Timely and dependable classes with no absentees.

EARTHLINK NETWORK, INCORPORATED, Pasadena, California 1999-2003
World's third largest Internet service provider
Major Account Technical Support (2000-2003)
Technical support for major account holders of high speed and dial-up connectivity, including experienced and inexperienced customers.

• Reduced churn through superior technical support.
• Received early advancement from Level I support to Major Account Level III.
• Rapidly mastered all PC/MAC platforms of connectivity.

SHARP ELECTRONICS CORPORATION, Huntington Beach, California 1994-1999
Manufacturer of home and office electronics.
Regional Service Specialist/Instructor (1994-1999)
Conducted formal training classes and surveyed equipment performance and customer satisfaction in Montana and Wyoming. Supervised Quality Assurance projects consisting of up to thirty workers. Compiled detailed reports on all of the above activities.

• Developed and implemented electronic database of all technical information that was adapted as an official corporation document.
• Recognized as Lead Representative for Color Digital Reprographics and networked equipment.
• Trained co-workers in new high-tech equipment as company entered into these new frontiers.
• Implemented Quality Assurance projects managing multi-national crews of 20 to 40.
• Seen as top resource by multi-national engineers.

BEST COPY COMPANY, Van Nuys, California 1992-1994
Office automation equipment sales and service.
Senior Tech Support
Service, repair, and maintain a full line of copiers, printers, and fax.

• Exceeded in service and repair of digital technologies, becoming company's only fully certified technician.
• Recognized as company's in-house trainer.
• Reduced field expenses by implementing practical procedures for techs to follow daily routines.
• Appointed as manager's “Fire Man” for all field emergencies.

TOTAL COPY SYSTEMS, Paramount, California 1989-1992
Copier/Fax sales and service.
Senior Field Service Engineer (1990-1992) Restoring, repairing, training, and maintaining wide range of analog and digital copiers, printers, and fax.

• Exceeded employer's expectations, becoming Senior Representative within first year of industry.
• Implemented new strategies to the field that reduced costs by up to 50%.
• Strengthened employee commitment and productivity by implementing company's first in-house training program.
• Improved customer's satisfaction and loyalty, becoming the most requested technician.

CONTROL DATA INSTITUTE, Santa Ana, California 1988-1989
Computer Science/Programming School.
Student Employee
Assisted operations manager in wide range of office and manual duties including repair of training equipment.

• Orchestrated school's move from Anaheim to Santa Ana while allowing classes to continue, uninterrupted.

EDUCATION

Integrated Digital Technologies Corp., Microsoft Systems Engineer (MCSE)
North American School of Conservation, Diploma, Master Conservation

PROFESSIONAL TRAINING AND CERTIFICATIONS

Control Data Institute, Santa Ana, California
Computer Science Certification

University of Wisconsin, Madison
3T-Trainer Certification

Pasadena City College, Pasadena, California
Holography and Laser/Fiber Optics Certification

MCSE, MCSA, MCP Certifications
A+ Certification

MILITARY SERVICE

United States Army, Specialist E-4

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