I started my own technical support business to provide service to small businesses and residential computer users. I do computer upgrades and replacement of failed components – Power supplies, hard drives, video cards, modems, etc – software troubleshooting including the operating system and programs, virus removal, networking, DSL configuration, etc. My customers use Windows, but I also work with Linux.

I started supporting Windows 98 for Software Spectrum in a mentoring capacity for Software Specrum customers from May of 1998 to April of 1999. In April of 1999, I began working with Seagate Info 7 and transitioned to Crystal Enterprise when it was released.

My duties with our Seagate products include carrying the 24 hour emergency pager every other week and providing leadership to the rest of the support team. I am usually in charge when the Team leader is away from the office.

Part of my responsibilities have included learning to install databases, introduction to LDAP (IBM Secureway), NT 4, Windows 2000, Apache web server, IIS, using Apache on Linux as the web server for Crystal Enterprise.

In June 2003, Software Spectrum sold its support division and the new company changed the name to ECE.

In May of 2004, the parent company of ECE purchased Stream International and changed the company name to Stream.

I performed support for a regional Internet Service Provider for Stream International. My duties include helping customers configure their Windows 3.1, Windows 95, and Macintosh computers to work with the Internet service provider that my contract supports.

We supported Netscape Navigator 4, Dial-Up Networking, a Shiva dialer for Windows 3.1, and FreePPP for Macintosh. I supported our customers using dial-up connections including creating and editing their dialer settings for cities with multiple area codes, troubleshooting modem difficulties, and other connection issues. I also support email and newsgroup access for the Internet service provider.

My duties include support via telephone and inquiries sent by email. Working with email has improved my support skills by requiring me to work with a wider variety of issues including customers home pages, and being able to answer customers questions without the feedback and interaction that is available during a telephone call.

I also troubleshoot our networked PC's. I have devised solutions for some of the programs that were written by other Stream employees but were not compatible with all of the computer configurations that we use. Some of these solutions involved editing the registry to add entries for one of the programs which failed to add the necessary registry entries and failed to copy a necessary dll file.

My primary duties included inventory control, record keeping, check-in of Service Technicians and Installers. This includes cash control, verifying that the inventory used matched the work indicated on work orders, issue of equipment, and ordering inventory for the TCI site in Desoto. I was also responsible for maintaining records on the fleet of vehicles at the Desoto facility, and testing cable converters and descramblers.

EDUCATION 	9/1996 		ITT Technical Institute 		US-Tx-Garland
		Associate Degree
		I studied Electronic Engineering at ITT Technical Institute
SKILLS 		Skill 		Skill Level 	Last Used 	Experience
		UNIX/Linux 	Expert 		Currently 	used 7 years
		NT/2000 	Intermediate 	Currently 	used 7 years

ADDITIONAL 	I am an Eagle Scout.