Dave Hayes (650) 219-1938 33 Elgin Park, Apt.10 San Francisco, CA 94103 dhayes@davehayes.net Summary Customer oriented professional with over 10 years of experience in hardware, software, and customer support of Windows, and Mac systems. Self starter with the ability to keep up with new technology, and software, and able to utilize a wide variety of resources to accomplish tasks. Strengths include, solid communication, follow through, customer service, and dependability. Experience in: Operating System (NT4.0, Windows 2000 Pro/Server, Advanced Server, Windows XP, Mandrake, Linux and Windows 9x) Skill Sets (NT Print Server, Microsoft ISA Gateway) Protocol Applications (TCP/IP, IPX, NetBios, NeyBeui and Appletalk) Software Knowledge (All Microsoft based software, Modem Pool, Ghost) Certification - MCP Windows Workstations, A+, HDI Desktop Support Server Software (Exchange 5.5 / 2000 Server, Trend Application Software, Server/Virus/Firewall Software Applications, IIS, Apache, Back-Up Executive, SMS and HP Openview) Working Knowledge (Microsoft VPN, DHCP, WINS, DNS, POP, IMAP, SMTP, NTP, RIS and RAS) Hardware Knowledge ( Wireless LAN, Mitel Switches, Printer, Scanner, Modem, Router) Professional Experience United Business Media, San Francisco, CA 2004 to 2009 Senior Support Analyst Accomplishments: · Reduced roll out time for new computer equipment. · Developed new hire and term process for computer equipment. · Worked with team to convert all employees from Lotus Notes to MS Exchange email. · Developed key control for laptop’s. · Transitioned employee systems from Novell to Active Directory. · Suggested password change security plan which reduced proposed plan from 4 months to completion in 1 week. · Provided daily advanced support to keep computers in top working order. Intermedia.net, Inc Mountain View, CA 2002-2003 Exchange & Web Support Technician Responsibilities: · Provided Phone support for Web setup, email setup and client support · Provided support and technical advice for Exchange Email Hosting. PC – Doctor, Inc., Emeryville, CA 2003 QA Technician Responsibilities: · Performed software and hardware diagnostics for various Operating systems. · General testing technician. T-Netix, Inc., Carrollton, TX 2000 to 2002 Network Operations Manager Accomplishments: · Managed a team of 18 engineers and support personnel. · Implemented procedures which resulted in a 38% cost savings while decreasing customer response time by 69%. · Lead person in a 24x7x365 support team. · Planned and implemented a wide variety of software upgrades and technical support for Microsoft products and other vendors software. Dell Computer, Inc. 1997-2000 Home and Small Business Support Technician Accomplishments: · Support home and small business customers with all computer related issues, including software, hardware, OS. · Helped group leader manage team in training and reducing call times while maintaining superior level of support. · Wrote multiple support documents used on support.dell.com for self help. · Top performer 5 consecutive months up to leaving Dell for relocation.