09/2014 – Present
PERSI – IT Systems Integration Analyst / Software Engineer I / Service Desk Technician – Boise, ID
IT SYSTEMS INTEGRATION ANALYST, ASSOCIATE – Assist the enterprise in defining information technology needs, develop strategic and technical solutions and implement solutions using optimal technology, platforms and interfaces. Perform broad IT systems administration. Provide technical support for desktop and mobile PC hardware, software and peripheral devices. Assist with configuring, maintaining and administering servers and LAN/WAN systems. Define system requirements for potential uses of information technologies. Implement and support multiple computing platforms, processing environments, and communication technologies. Test and implement new technologies. Collaborate with senior analysts in testing and implementing infrastructure or system software upgrades. Troubleshoot and resolve software and hardware problems. Install and test software upgrades. View logs and reports to monitor system performance.
SOFTWARE ENGINEER I – Supporting PERSI Retirement system SQL Server database for user queries.
SERVICE DESK TECHNICIAN – Received calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail or operating systems. Create service tickets in the tracking system and assign to appropriate staff person. Assist users through problem-solving steps and provide technical assistance, support and advice for hardware, software and systems. Investigate and resolve computer software and hardware problems and provide hands-on technical assistance to business and technical users.
07/2014 – 09/2014
St. Luke’s Health System – Computer Support Analyst – Boise, ID
05/2013 – 07/2014
Fidelity National Title – Computer Support Analyst – Boise, ID
03/2014 – 04/2014
J.R. Simplot Company – Computer Support Analyst – Boise, ID
10/2013 – 03/2014
Banner Bank – Computer Support Specialist II – Boise, ID
Delivered services to end-users to enhance the use of various types of software programs efficiently and effectively to fulfill business objectives. Included troubleshooting applications and software for all business units and internal customers. Responsible for assisting in the design, delivery, and improvement of in-house software applications, training programs, and related courseware from the perspective of Client Services.
04/2010 – 08/2013
Support.com – Solutions Center Engineer – Boise, ID
Provided online technology services to consumers and small businesses. Reviewed tickets in customer service tracking application, determine scope of issue, and performed analysis on customer’s PC to make product or service recommendations. Properly documented all support calls and maintained high level of customer satisfaction with focus on first call resolution.
12/2008 – 04/2010
HP / EDS – RSG Tier 2 Phone Tech Support – Boise, ID
Provided technical phone support for HP’s Retail Support Group with Best Buy and Costco in-store technicians. Completed HP’s TechZone certification training designed to help service technician’s repair and process HP consumer products.
01/2008 – 12/2008
Creative Incentive Consultants – Consultant – Boise, ID
Provided multiple creative, incentive program options to local businesses. Consulted local businesses in the Boise area on gaining more customers while retaining their current customers and clients. Provided local businesses consulting on different options for their sales staff to be rewarded for increasing sales and profits for the company.
04/2003 – 01/2008
NDSU – LAN Administrator / Desktop Support Specialist – Fargo, ND
Provided technical support to faculty and staff by installing, maintaining and upgrading desktop computers and network operating systems. Worked closely with other team members to develop processes and documentation with regard to desktop computing and LAN server issues. Supported and maintained the video conferencing rooms. Supported and maintained the software licensing program service for NDSU and the HCEN.
10/1999 – 04/2002
USMC – Computer Systems Specialist Course Instructor – 29 Palms, CA
Instructed students, from beginner to intermediate skill levels, the basics of becoming a computer system specialist. Instruction included Hardware Troubleshooting and Repair, Windows 95, 98, & 2000, Network Fundamentals, Cisco Routers, Windows NT, Windows Exchange Server, & TCP/IP.
9/1997 – 10/1999
USMC – Data Chief / Network Administrator – Seoul, South Korea
Performed advanced systems installation, operation, integration, and troubleshooting in order to maintain optimum data communication systems operations. Planned and supervised the installation, configuration, and maintenance of all network services. Planned and designed LANs and WANs and link heterogeneous networks through the application of appropriate data and telecommunications hardware and software.
12/1994 – 9/1997
USMC – Computer System Specialist – Jacksonville, NC
Configured and optimized computer hardware, operating systems, LANs and WANs. Installed and configured commercial and custom application software, provided training, assistance and technical help to computer users. Built and maintained the integrity of a database for the tracking of warranty and repairs of computers, servers and printers. Reviewed, procured, and designed systems for all end users. Cross-trained to support multiple departments.