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1450 Mattern Ave Des Moines, Iowa 50316 Home 515.770.9605 Benjamin J. Campbell Mobile 916.267.7468 E-mail email@example.com I am an Information System professional with 9 years experience in Desktop Support, Help Desk Support, Instruction, and NT migration. I seek employment with a customer service oriented company. I offer excellent customer service skills, flexibility, punctuality, and able to complete tasks under pressure. Technical Expertise Recent desktop and laptop hardware brand names supported: Compaq, Toshiba, Dell, and IBM Recent software supported: Microsoft Windows NT4 Workstation, 2000, Office (Multiple Versions), Exchange (Client), Internet Explorer (Multiple Versions), User Manager, Netscape Navigator (Multiple Versions), NetWare Administrator, PC Anywhere, Lotus Notes 5, Office 2000, Ezsync, Hot Sync User Manager For Palm Pilots, Extra, RMS, and many proprietary applications. Experience Summary Company Date Position Title Nationwide Insurance 08/99 – Present NT Migration/Help Desk/Remote Support/Desktop Support Chase Bank of Texas 04/99 – 08/99 NT Migration Team Lead Pacific Bell Wireless 06/97 – 03/99 Production Support Analyst/Microcomputer Specialist CompuVista Business Institute 04/97 – 05-97 Instructor Intel 11/96 – 03/97 Help Desk Technician Elk Grove School District 02/96 – 12/96 Instructor Education AAS Degree (Windows 2000), Heald College (2000-2001) AAS Degree (Electronics), Heald Institute of Technology (1994-1996) Professional Experience 2002 - Present NATIONWIDE INSURANCE (Farmland Insurance) Desktop Support Technician My newest assignment involves 2nd level support of the 400 Farmland Insurance employees at the headquarters in Des Moines, Iowa. This is a two-member team. If a solution to any PC issue could not be found in a timely fashion, the PC would be replaced. I also aided in the transition from the “Farmland Way” to the “Allied Way” as the two companies merged into one building. Assistance was given when remote laptop users were updated to Windows 2000. Files were backed up, laptops were upgraded as necessary, and files were restored. This was done on approximately 200 laptops in 1, 24 hour, day. 2001- 2002 NATIONWIDE INSURANCE (Allied Insurance) Remote Support Technician This assignment requires me to do 2nd level phone support for remote end users. All are employees who are not attached to the network. Many issues are Virtual Private Network related. I have become acquainted with many broadband methodologies including DSL, cable, and satellite internet connections. I interact with internet service providers frequently. The support team is national, headquartered in Des Moines, Iowa. We use SameTime from Lotus to keep constant communication for optimal customer support. 1450 Mattern Ave Des Moines, Iowa 50316 Home 515.770.9605 Benjamin J. Campbell Mobile 916.267.7468 E-mail firstname.lastname@example.org Professional Experience (Continued) 2000-2001 NATIONWIDE INSURANCE (Allied Insurance) Help Desk Technician I was responsible for answering the customer service phone line with support for any employee in the building and in remote locations as well as independent agents. I also spearheaded outside vendor support when required. Allied used Windows NT4, Windows 98, and Windows 95(independent agents) for operating systems on a Novell and NT network. Allied uses Lotus Notes as a mail client and many proprietary software applications along with Passport and Extra for mainframe emulation. When possible, systems are remote controlled using LanDesk via Netware Administrator. 1999-2000 NATIONWIDE INSURANCE (Contractor) Project Team Member I was involved with a migration of 65 users from Windows 3.1 to Windows NT4. My responsibilities were the final stage of the migration, training the user. Most users in this environment were not technically inclined and ask frequent questions. I made sure they were clear on how to use the new Dell PC as deployed. Once that was complete, I changed the setting on their network connection from standard (also known as half) duplex to full duplex. 1999 CHASE BANK OF TEXAS (Contractor) Project Team Leader I was in charge of 7 team members completing a project named Chase Connect 2000. This project is the first phase of the banks complete migration to NT. My responsibilities included training team members in backup of end users current files, taking inventory of present system, making needed upgrades to current computer to meet NT/Chase standards, fdisk present system, installation of NT Workstation 4.0 along with end user needed programs, and restoring files to correct folders. Peripheral duties included payroll, creation of documents, and interface with the Chase Liaison and his Vice President. The Chase Connect 2000 procedure was done on approximately 1000 systems between May 1, 1999 and August 20, 1999. 1998 - 1999 PACIFIC BELL WIRELESS Microcomputer Specialist My duties included all desktop support for PCs, printers, network support, tape backup support, server support, and all aspects of year 2000 compliance for hardware and software locally. This company uses Compaq Deskpro computers, several brands of laptops, Hewlett-Packard printers, Windows NT 4.0 servers, and Windows 95 as an operating system. I was also responsible for production support locally and all computer related issues including router connection, purchase of hardware, software and peripherals under $500, continuous setup and tear down of training and conference room PC configurations, granting needed user rights, organized and secured all software from illegal use, gave PC related presentations, and PC training for incoming employees as needed. My geographic region was from Fresno California to Reno Nevada, which is over 400 miles in length. 1997 1998 PACIFIC BELL WIRELESS (Contractor) Production Support Analyst/Desktop Support My primary responsibility was answering software-related questions over the phone. Customer service was a primary concern. I used User Manager to do administrative tasks such as changing a password or adding a new user. When mobile phone activation fails, I determined what the failure was and then resolved the issue. I worked with a team to install new software on over 700 PC's on 5 occasions.
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