Technical Support
| | | | | | Industry Focus: | Information Technology, Research, Customer Service | | Job Title: | Technical Support | | Experience: | 5 – 10 Years | | Looking For: | Permanent Full-Time, Any Position Type | | Visa Status: | U.S. Citizen | | Salary: | $40000 - $60000 | | Education Level: | 4-Year College Degree | | Security Clearance: | None | | Relocation: | Any Location | | Travel Preference: | Light Travel | |
CERTIFICATIONS
• CompTIA Network+ (Exam N10-003) (10/2006)
• HEAT Certified Administrator exam (4/2005)
• Microsoft Certified Professional (70-210 Install, Configure, Administer Windows 2000) (6/2003)
• Microsoft Office User Specialist for Word 2000 and Excel 2000 (8/2000)
• CompTIA A+ Microsoft Windows and DOS Environments (7/24/98)
• CompTIA A+ Mac OS-based Computers (7/24/98)
SKILLS
• ASP (1 yr)
• DOS batch files (7 yrs)
• HTML (3 yrs)
• HEAT (6 yrs)
• HEAT Administration (7 yrs)
• Technical writing / editing (6 yrs)
• MS Access (10 yrs)
• MS Excel (10 yrs)
• MS FrontPage (5 yrs)
• MS Outlook (6 yrs)
• MS PowerPoint (5 yrs)
• MS Word (10 yrs)
• McAfee Anti-virus (2 yrs)
• Symantec Anti-Virus (5 yrs)
• Trend Micro Anti-Virus (4 yrs)
• Windows XP (5 yrs)
• Windows 2000 (7 yrs)
• Windows 2000 Server (2 yrs)
• Windows 9x (10 yrs)
• SQL / SQL Server (2 yrs)
• FileMaker Pro (3 yrs)
EXPERIENCE
Pepperdine University, Malibu, CA (8/2001-8/2006) – Senior Analyst
• Frontrange Solutions HEAT call tracking software administration, support and training
• Trend Micro OfficeScan anti-virus administration for 4000 desktop and laptop machines
• Telephone Support for 7500 desktop and laptop machines used by faculty, staff, and students
• Support of Windows 2000 and XP, Macintosh OS X, Microsoft Office for Windows and Macintosh
• Windows 2000 Server technologies (including IIS, ASP)
Pepperdine University, Malibu, CA (11/1998-8/2001) – Help Desk Analyst
• Telephone Support for 1500 desktop and laptop workstations used by faculty and staff
• Support of modern Windows and Macintosh operating systems
• Support of modern Microsoft Office for Windows and Macintosh products
• Frontrange Solutions HEAT call tracking software administration
• Support of McAfee Anti-virus software, and used for resolving machine infections
US Center for World Mission (USCWM), Pasadena, CA (11/1995-6/1998) – Computer Help Desk Support
• Computer Help Desk Support in a 100-computer Mac OS AppleTalk network environment, including hardware upgrades and repairs; software installations and upgrades; Mac OS system fixes and cleanups
• Wrote user documentation for campus e-mail system (in MS-Word)
• Ethernet network installation and upgrade of AppleTalk network
• Database programming with FileMaker Pro 3.0
• Used MS-Excel and other in-house developed software for scheduling personnel assignments
• Editing and production work for the development of university-level curriculum
Betatronix, Inc., Hauppauge, NY (3/1991-5/1995) – Engineering Technician
• Engineering Technician responsibilities for all electrical systems and their proper operation
• Software data analysis programming utilizing GW-Basic and MS-QuickBasic
• Software Quality Engineering to ensure programming met MIL-S-52779A
• Quality Assurance assistance including statistical process control implementation, product process improvement, failure analysis and corrective action reporting
• Novell Netware Lite network engineering
• Lotus 1-2-3 Spreadsheet Programming in MS-DOS environment
• AutoCAD 10 (MS-DOS) and R12 (MS-Windows 3.1) for critical component production
• Technical writing and documenting using WordPerfect
EDUCATION
State University of New York at Stony Brook (9/1986-12/1990)
• Bachelor of Engineering Degree, Engineering Science
Frontrange Solutions HEAT training
• HEAT Administrator (2/2000)
• HEAT Advanced (8/2002)
• HEAT Advanced (10/2004)
• HEAT Advanced Administrator (12/2005)
Pepperdine University (8/2000)
• Microsoft Office User Specialist (MOUS) training
New Horizons (9/1998)
• Install, Configure, Administer Windows NT 4.0 course
OTHER
Fluent with German reading, writing and speaking skills
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Andy Raffalski5524 West 124th St
Hawthorne, CA 90250 US
310-382-6556 (Cellular)
araffal@yahoo.com
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