TECHNICAL SKILLS:

MCSE, CCNA, CNA, Windows ’95/’98/ NT 4.0/2000, Novell 4.11, Cisco IOS, Cisco Wireless LAN (802.11b), DNS, TCP/IP Configuration, LAN/WAN Protocols, RAS/VPN Connections, MS Exchange 5.5, Outlook ’97/’98/2000, MS Office Suite ’97/2000, Dell PC’s, Hewlett Packard PC’s & Printers, Internet Explorer, Lotus Notes, and Citrix Metaframe

EXPERIENCE:

EDS 01/00 - Present

Senior Technical Analyst

· Assist customers by troubleshooting various issues including, but not limited to,

Windows 95/98/NT/2000, MS Office 2000, TCP/IP, VPN/RAS connectivity, Internet Explorer, Outlook, Exchange, Lotus Notes, and Citrix Metaframe.

· Provide step-by-step operational support to 10,000+ end users, regarding issues in a vast range as creating outlook profiles to RAS/VPN connectivity issues.

· Achieved one of the highest volumes of successful resolution of help desk tickets.

· Assisted implementing the Cisco wireless LAN (802.11b) technology into my division

· Received recognition of excellent service from numerous customers.

Town of Addison 03/96-01/00
Police Officer

· Member of the Special Response Team.

· Responded to high-risk situations and served high-risk warrants.

· Enforced Municipal and State laws.

· Responded to routine and emergency calls.

· Interviewed witnesses, logged evidence, and testified in court hearings.

· Maintained citizen relations and interacted with the community.

Burns Controls 01/95-06/95

Inside Sales

· Provided customer support for pneumatic machine valves and cylinders.

· Generated sales and provided leads for outside sales persons.

· Assisted in technical analysis of pneumatically operated machinery and provided information on proper machine configuration.

Spirits Liquor Store 05/93-12/94

Sales

· Managed and generated sales.

· Regulated inventory and prepared orders.

· Maintained customer relations.

EDUCATION:

CCNA January 2001

MCSE (Southern Methodist University) November 1999

CNA – IntranetWare: NetWare 4.11 Administration August 1999

B.S. – Criminal Justice Southwest Texas State (GPA 3.25) August 1994

Certification Exams Completed:

Cisco Certified Network Associate 2.0 Microsoft Windows NT server 4.0 Enterprise

Microsoft Windows 95 Internetworking Microsoft TCP/IP on Microsoft

Microsoft Exchange Server 5.5 Windows NT Workstation 4.0

Microsoft Windows NT Server 4.0 Networking Essentials

Windows NT Workstation 4.0 IntranetWare: NetWare 4.11 Administration

References

Available upon requests