Paul J. North
14 Apache Road
Salt Lick, KY 40371
[Send email to request phone number] 83-2202
North.PJ@gmail.com
Help Desk Technician
Primary Skills
Customer Service, Troubleshooting, Technical Support, Hardware\Software support
Location
US-Salt Lick-KY
Cisco ~ Novell ~ Microsoft
Astute, results-oriented Information Technology Professional with extensive
technical experience with computer and network systems support. Strong knowledge
and skills in networking concepts and technologies. Outstanding troubleshooting
and customer service skills, as demonstrated by being named Employee of the Month
several times. Averaged 100% on customer service quality rating. Professional
certifications include:
* CompTIA A+
* CompTIA Network+
* Certified Novell Administrator (CNA)
* Microsoft Certified Professional (MCP)
* Microsoft Certified Systems Administrator (MCSA)
TECHNICAL SKILLS
Software: Symantec End Point Antivirus, Ghost, Altiris, WebEx, Spark, Lotus
Sametime, LogMeIn, ShoreTel, SharePoint, VNC,
MS Office, NT Backup, Adobe, Open Office, Microsoft Management Console, Active
Directory, IIS, GroupWise, WSUS, VMware,
Virtual PC, Norton/McAfee AntiVirus, Softrax/Contrax, Great Plains
Platforms/Operating Systems: Windows 95/98/ME/2000/XP/Vista/7/NT/2003 Server,
Linux, Netware, MacOS
Hardware: HP/Compaq, Dell, Gateway/Acer, Apple, IBM, Sony, Blackberry, iPhone
Networking: SSH, LAN, WAN, WLAN, WWAN, SMTP, IMAP, IPX/SPX, RIP, AppleTalk,
SAMBA, RDP, TCP/IP, DNS/DHCP, NAT, HTTP, IPSec,
SSL, L2TP, DMZ, RADIUS, PPTP, POP3, SSL, WINS, OSPF, Site to Site/Client to Site
VPN tunneling
PROFESSIONAL EXPERIENCE
Affilated Computer Systems, Lexington, KY March 2009 ? May 2009
Boostmobile Cell Phone Helpdesk Technician
* Provided direct customer service and technical support to users as required
via phone for 1000+ users locally, and remotely.
* Supported and troubleshot Windows XP, Vista, Mac OS X desktops and laptops.
* Assisted users in identifying and fixing system and cell phone crashes.
EDS (via Hewlett Packard), Lexington, KY June 2008 -- December 2008
Sprint Network Support Technician
* Provided quality customer service and technical assistance to high-end Sprint
clients.
* Gathered and documented the root cause of numerous Sprint networking technical
problems.
* Documented customer information in access database.
* Troubleshot and resolved problems that prevented customers from utilizing
online web features.
* Working on customer escalations directly with Account Managers, Duty Managers,
and Supervisors.
* Communicated with Sprint engineers and developers on customer technical
support requests.
* Provided mentoring support for peers and colleagues.
* Provided troubleshooting and repair support for co-workers.
Earle C. Clements Job Corps Academy - Morganfield, KY November 2007 ? May 2008
Technical Support Engineer/Instructor
* Taught network administration support (including on-call) for students,
assisting students with troubleshooting, installations, and configuration of
systems and networks.
* Worked directly with students and staff, on debugging high-end Netware
servers.
* Troubleshot complicated hardware and software issues, including replicating
customer environments and network problems in the lab.
* Provided technical support to network administrators and worked directly with
developers on bugs.
* Assisted the quality assurance department with testing of Microsoft beta
products.
* Helped configure and troubleshoot client-to-server and server-to-server
tunneling VPN connections.
* Assisted with configuration, support and setup of firewall packet filtering,
network address translation, DMZs, DNS servers, combining HTTP and transparent
proxies, RADIUS, HTTP access rules, server load balancing, SSL proxy
authentication, server migrations, and proxy server hierarchy.
* Created knowledge-based ticket system for documenting identified bugs and
feature failures.
* Documented problem description, troubleshooting steps, and solution through
technical support cases.
* Created and maintained knowledge-based library mainly for Apple product
support documents.
* Provided training and Apple Macintosh support for students and employees.
* Setup and maintained 25+ user group exchange email servers.
* Provided help desk support on internal Apple computers.
Nielsen/BASES Corporate ? Covington, KY April 2007 ? September 2007
Technical Support Engineer
* Removed viruses from user's machines. Ensuring workstations are secured using
security policies and maintained an updated Symantec End Point antivirus
protection.
* Troubleshot and solved LAN, WLAN, WWAN connectivity issues.
* Outlook\Entourage connectivity troubleshooting with Exchange 2003/2007.
* Active directory administration support for password resets and computer
object creations.
* Installed configured and troubleshot Accounting applications as Great Plains,
Contrax/Softrax.
* Troubleshot and supported VMware Fusion and Parallels configurations.
* Configured and installed new PCs, installation of needed peripherals and
software, and physical attachment of PC to network, install and maintain
peripheral equipment, such as printers, Blackberries, iPhone's, scanners, etc.
* Created and updated technical support service requests, and dispatched to
engineers and developers in appropriate departments.
Pomeroy IT Solutions ? Hebron, KY June 2002 ? January 2007
Technical Support Engineer/Software Developer/ Remote Site Support Engineer
*Responsible for various Proctor and Gamble integrations and migrations.
*Customer business development support and hard drive data recoveries.
*Manage 13 proxy servers and provide administrative reporting to HP.
*Development manager of quality assurance software and hard drive data
management systems. *Manage flow of production, and develop processes to increase
productivity within the company. *Manage the quality assurance software to better
ensure processes and procedures are done within accuracy and standards of P&G
customers.
*Supported Proctor and Gamble remote sites and provided one on one customer
support to Proctor and Gamble site Winton Hills Business Center.
*Organization of Pomeroy broker products included testing old systems, running
diagnostics on systems to approve product met standards of re-selling.
EDUCATION
Campbell County High School, Alexandria KY, August 1993 ? August 1997
Graduated with a high school diploma
New Horizons Computer Education Center, Lexington, KY, May 1995 - July 1995
Certified in Information Technology, emphasis in Network Administration
Certifications
* CompTIA A+
* CompTIA Network+
* Certified Novell Administrator (CNA)
* Microsoft Certified Professional (MCP)
* Microsoft Certified Systems Administrator (MCSA)
For More Information Please Visit http://PJZResume.110mb.com/ USERNAME: North
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