JEFFREY A. MADL
931 North Michigan Avenue Pasadena, California 91104 Home (626) 797-6966 Voice mail (626) 797-1255 jeffmadl@earthlink.net 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, Networking Topology, TCP / IP, HTML, laser and fiber optics, MS Word, Excel, Visio, Adobe Photoshop, digital printing operations, color calibrations, People Soft Database, Blackberry, MAC, Unix / Linux, Novell Operating Systems, some 3D and animation principals. PROFESSIONAL EXPERIENCE TELETECH, North Hollywood, California 2005-Present rd Technical support 3 party service. Technical Support Provide technical support for broadband Internet customers on all platforms of Windows in a fast paste, high volume environment with strict scheduling demands. Software used: PeopleSoft CRM, Branched Logic Tool, various connectivity testing tools. PRIMAL KEY LEARNING, Brea, California 2004-Present Computer training center. Microsoft Systems Engineer Instructor (2004-Present) 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. Have also completed the Windows 2003 upgrade course.
EARTHLINK NETWORK, INCORPORATED, Pasadena, California 1999-2003 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.
Performed Level III technical support for Earthlink’s Major Account department handling all military and other special account holders. Reduced churn through superior technical support. Received early advancement from Level I support to Major Account Level III (bypassing Level II). Assisted customers with all aspects of Internet connectivity and use including e-mail, browsing, chat, news groups, FTP, and minor web building. Also performed first line virus assistance and other courtesy services.
Technical Environment: Windows 3.1, Win95 (A, B, and C versions), Win98, ME, Win2000, MAC OS 5 through 10. DSL, cable, satellite, and Blackberry Internet connections. Software Used: MSOffice2000 (Word, Outlook, Excel), People Soft Database, Blackberry, TCP / IP, HTML, Internet Explorer, Netscape, Mozilla, WS-FTP, CuteFTP, various specialized software applications.
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. Supervisor for Quality Assurance projects consisting of up to thirty workers. Compiled detailed reports on all of the above activities.
Developed and implemented a functional electronic database of all technical information and updates that was adapted as an official corporate document. Instructor for all lines of copiers (digital and analog), printers, FAX, scanners, and network print server FIERY. Trained and certified both dealership technicians and co-workers on new high-tech equipment as it was released by factory. Extensive travel throughout west coast regions (California, Wyoming, Utah, Idaho, Montana, Nevada, and more) Extensive report writing to document daily routines and report field and in-house equipment issues to engineering department. Recognized as Lead Representative for Color Digital Reprographics and networked equipment. Implemented Quality Assurance projects managing multi-national crews of 20 to 40. Seen as top resource by multi-national engineers often receiving requests to manage upcoming QA projects. Performed setup, maintenance, and tear down for product trade shows. Technical Environment: Win3.1, Win95, Win98, Novell 3.1, MAC OS 7, UNIX, EFI print server. Setup and maintained training network consisting of Novell server with Win95 clients and one or more MAC OS for print server interface. Software Used: MS Office98 (Word, Outlook, Excel), People Soft Database, PhotoShop, Coral, FIERY print interface, EI3000 informational database.
BEST COPY COMPANY, Van Nuys, California Office automation sales and service. Senior Tech Support Serviced, repaired, and maintained a full line of copiers, printers, and fax.
1992-1994
Performed field and in-house service and repair of office business machines in Los Angeles, Orange, and Simi Valley areas. Company’s only full certified field technician for Ricoh copiers, printers, and FAX. Reduced field expenses by implementing practical procedures for techs to follow daily routines. Appointed as manager’s “Fire Man” for all field emergencies. Technical Environment: Ricoh Copiers (digital and analog), facsimile, HP printers, FIERY print server. Technical Equipment: Multi meter, product schematics, various hand tools.
TOTAL COPY SYSTEMS, Paramount, California Copier / Fax sales and service. Senior Field Service Engineer (1990-1992) Restored, repaired, maintained a wide range of analog and digital copiers, printers, and fax.
1989-1992
Performed field and in-house service and repair of Ricoh and Xerox copiers, duplicators, and FAX throughout Los Angeles, Orange, Simi Valley, and San Diego counties. 2 nd lead technician for Los Angles and Orange county school districts. 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 most requested technician. Technical Environment: Ricoh copiers and facsimile, Xerox duplicators. Technical Equipment: Multi meter, product schematics, ladder schematics, various hand tools.
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.
Performed repairs and service on training equipment and classroom setups. Performed cataloging and storage inventory of school properties. Nighttime librarian and test facilitator. Orchestrated school’s move from Anaheim to Santa Ana while allowing classes to continue uninterrupted. Technical Environment: DOS, Assembly, Q-Base. Technical Equipment: Multi meter, product schematics, various hand tools. EDUCATION Integrated Digital Technologies Corp., Microsoft Systems Engineer (MCSE) Control Data Institute, Santa Ana, California (Computer Science Certification) Diploma, Master Conservation, North American School of Conservation PROFESSIONAL TRAINING AND CERTIFICATIONS University of Wisconsin, Madison 3T-Trainer Certification Pasadena City College, Pasadena, California Laser / Fiber Optics and Holography Ricoh Business Systems, Inc., Full line copier certified through 1994 Basic and Advanced Facsimile certified Sharp Electronics Corporation, Full line copier, printer, facsimile, and scanner certified through 1999 MCSE / MCSA / MCP Certifications, A+ Certification MILITARY SERVICE United States Army, Specialist E-4