bob@yellowbugcomputers.com
http://www.yellowbugcomputers.com/

Career Goals
First, I would like to work in a challenging and mixed computing environment. Second, I hope to be part of a team, working together to solve problems and create new solutions. Third, I would like the opportunity to assist people with computer problems. Finally, I would love to be in charge of large networks keeping them running as well as possible.

Certifications
Apple Macintosh/Powerbook Service, 11/99
Apple LaserWriter Service, 2/00
A+, 3/01
Network +, 1/02
Linux +, 6/02

Education
M.A., Western Michigan University. 12/00
Field of Study: Counseling Psychology
G.P.A.: 3.75

B.A.,University of Minnesota, 12/96
Majors: Women's Studies, Psychology
G.P.A: 3.19

Employment History

Technical Support, T. Rowe Price Owings Mills, Maryland
03/03 - present

• Provide support for the company website. Help customers navigate site and learn how to use the different features on the site
• Assist T. Rowe Price associates resolve computer workstation issues, ranging from configuration issues to in depth troubleshooting
• Configure and troubleshoot both Windows and Macintosh computers
• Triage for higher level support when necessary
• Respond to support emails in a timely fashion
• Create documentation for use by end users

User Support Analyst - Specialist, MOREnet Columbia, Missouri
10/00 - 02/03

• TCP/IP support for Linux, Macintosh, Microsoft, and Novell operating environments
• Help customers resolve various web, email, FTP, proxy, and firewall server problems
• Teach end users about various network troubleshooting and monitoring tools
• Document customer problems and solutions appropriately
• Review firewall and other security tools for internal security department
• Work closely with co-workers to resolve network problems
• Create web documentation for end user education and support
• Share learned knowledge with colleagues through presentations, web documentation, email, and word of mouth

• Design websites for customers including online surveys and contact forms
• Resolve Macintosh and PC software and hardware problems
• Build Linux networks for business use, including web, email, SSH, DHCP, firewall, and proxy servers
• Receive donated computers on an ongoing basis to refurbish and distribute to the local community
• Handle appropriate paperwork, and bookeeping

Computer Repair Technician, MacHardware Kansas City, Missouri
5/99 - 10/00

• Repaired and troubleshoot Macintosh and Windows computers
• Provided software training support and training to customers
• Facilitated on site computer repairs
• Completed necessary paperwork for each customer

Computer Help Desk Technician, Coast International Communications Lenexa, Kansas
5/00 - 10/00

• Assisted clients over the phone in resolving computer software and hardware related problems
• Instructed clients in the use of various aspects of Win3.1-2000, and the Mac OS
• Learned how to best assist unhappy callers in the resolution of their internet related problems
• Followed proper procedures in escalating calls when appropriate
• Completed necessary paperwork in a timely fashion

Computer Repair Technician, Technical Computing Services, Western Michigan University Kalamazoo, Michigan
9/97 - 5/99

• Replaced computer components as diagnosed
• Worked with students and teachers towards the best computer solutions for their needs (i.e. what tool would do the job best)
• Resolved various computer software/hardware problems in a busy university environment

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