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Professional Experience:
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Texas
Tech University Health Sciences Center,
Lubbock, Texas
Information Systems Specialist: October 1999 - Present
Monitor F-Secure scan logs for unusual virus activity
Manage the F-Secure servers using Datafellows' F-Secure Management
Server
Assist Russ in locating information concerning the nature and methods
of removal of new and existing computer viruses
Document virus activity daily, and assign disinfection tasks to the
relevant PC Technician
Receive user calls concerning varied computer issues
Resolve user issues in a concise and timely manner
Document my efforts in the resolution of previously mentioned calls
using Remedy
Create workorders to be assigned to the appropriate technician for
resolution, should I be unable to fully correct the user's complaint
Receive workorder requests submitted through the web form on the Computer
Services Website, and create the documentation in Remedy
Receive UserID requests through the web form, and create the email
accounts and UserID's
Installation and support of Windows 98, Windows NT Workstation 4.0,
and Windows 2000, Windows XP
Installation and support of Microsoft Office 97, 2000 Professional,
and XP, as well as other various software packages.
Support of Macintosh System software 7.xx, 8.xx, 9.xx, and 10.xx
Hardware support for various brands and builds of IBM-Clone and Macintosh
computers.
Client-side support of network connectivity, for a LAN consisting
of various Windows NT and DEC VMS servers.
Snelling Personnel Services.
Saint Mary Medical Center, Medical Office Building.
Lubbock, Texas
Temporary Collections Specialist: May 1999 - October 1999
Relevant Training and Experience:
VBA in Microsoft Excel.
THINS and BCBS.COM.
TexMedNet and TDHConnect.
The proper proceedures to be followed in processing Request for Reviews.
The various applicable Texas State Insurance laws.
The use of Medical Manager and its subsystems.
CleanWeb, Inc.
Pyramid Plaza, Lubbock, Texas
Assistant Director of Customer Service: January 1999 - February 1999
Direct supervisor of the Customer Support Team.
Maintained accurate time clock records for payroll purposes.
Maintained Customer Support Schedule, to ensure adequate shift coverage
based on daily call volume.
Maintained a weekly tally of the daily phone logs, a system implemented
by me.
Assigned incomplete tasks, to insure the most rapid resolution of
pending customer issues.
Coordinated with the Technology, Web Development, and Software Development
departments in order to provide the best possible service for the
customer.
Maintained an updated database of current customer complaints, along
with solutions gathered from various sources.
Provided microcomputer support for the Customer Service Team.
Drafted and implemented various policies and procedural guidelines.
Drafted and maintained Helpdesk training materials, and directed subsequent
training sessions.
Senior Technical Support Specialist: September 1998 - January 1999
Direct supervisor of the Helpdesk technicians.
Maintained a weekly tally of the daily phone logs, a system implemented
by me.
Assigned incomplete tasks, to insure the most rapid resolution of
pending customer issues.
Coordinated with the Technology, Web Development, and Software Development
departments in order to provide the best possible service for the
customer.
Maintained an updated database of current customer complaints, along
with solutions gathered from various sources.
Provided microcomputer support for the Customer Service Team.
Drafted and implemented various policies and procedural guidelines.
Drafted and maintained Helpdesk training materials, and directed subsequent
training sessions.
Academic Computing Service
Texas Tech University, Lubbock, Texas
Computer Operator II: January 1998-December 1998
Monitored mainframe clusters for, and corrected any problems, which
arose.
Coordinated with other appropriate staff in maintaining systems.
Provided phone support to users regarding VMS mainframe and other
systems questions.
Performed routine system backups.
Attended to other peripheral equipment, such as the LPS-32 high-speed
laser printer, Calcomp Plotter, etc.
Assisted with inventory of supplies.
Monitored environment to ensure safety.
Submitted daily reports, with input from various appropriate staff.
Academic Computing Service-Advanced Technology Learning Center
Texas Tech University, Lubbock, Texas
Weekend Systems Operator: August 1996-January 1998
(Same duties as above, weekend position upgraded to staff)
Student Assistant: March 1995-January 1998
Help Desk Support for the microcomputer and mainframe systems in the
ATLC.
Part-time VMS Operator in the ACS Computer Room.
Monitored the computer labs, ensuring that the machines were operational.
Controlled access to the computer labs.
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Computer
Skills:
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Microsoft Windows 3.1, 95, 98, NT 4.0 Workstation, 2000 Professional,
XP Professional.
Microsoft Windows NT Server 4.0 and Windows 98, as relevant to MCSE
certification.
Macintosh OS 7.5x+.
VMS, UNIX, and HTML programming.
TCP/IP for Windows, both in the Local Area Networking environment
and for Dial-up Networking.
Various Macintosh networking configurations.
Working in-depth with Internet Explorer 6.0.
Use and configuration of various internet-based programs. (Real Player,
Quicken 99, Opera, Mirabilis ICQ, AOL Instant Messenger, Yahoo Pager,
etc.)
Microsoft Access/Visual Basic for Applications.
Microsoft FrontPage 98
Microsoft Office Suites for Macintosh and PC systems.
Microsoft Works for Macintosh and PC systems.
WordPerfect for Macintosh and PC systems.
Claris Works for the Macintosh platform.
Aldus PageMaker for the Macintosh.
AutoCAD for the PC.
Borland Platypus support and use.
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