2002 to 2005      University of Phoenix

Bachelor of Science in Information Technologies
       3.67 GPA - 232 semester credits total.
      108 in Criminal Justice/Psychology/Business.
Course of study:
       Networking, Programming, Database, Web,
       and Project Management
  • Internet, Hardware & Software Troubleshooting.
  • Windows 3.11, 95, 98, 2000, XP, Vista, NT, Linux
  • Active Directory - Account Administration
  • MS Office, FrontPage, Visio,  Project,  Outlook, Internet Explorer
  • Open Office, Firefox, Thunderbird, Groupwise, Beginner SAP
  • HTML/XHTML/CSS, Unix, Beginner Java/C/C++ /JS/PHP/SQL
  • TCP/IP and General Networking
  • Typing = 85 WPM

Technical and Manufacturing
Critical Thinking, Information Gathering, Product Inspection,
Time Management, Process Improvement and Development,
Quality Improvement Methods, Problem Sensitivity and Identification, Deductive Reasoning, Troubleshooting, and Testing

Customer Service, Instructing/Training, Reading Comprehension,
Written Comprehension, Oral Expression and Oral Comprehension, Forklift, Valet Janitorial, Cashier, Private Security, Warehouse, and Librarian

Freelance Consulting

PC Repair and Troubleshooting
  • Two Years
  • Pro Bono
  • In-home
Website Design and Consulting
  • Two Years
  • Pro Bono
Continuing Education
  • Principles of Effective Supervision and Management
  • Diversity
  • Continuous Improvement and Statistical Process Control
  • Leadership Development
  • Effective Communication
  • Legal and Effective Interviewing
  • Quality Toolbox
  • Quality Improvement and Change
  • Train the Trainer
  • Networking Essentials
Work History
02/08 to Current           Brocade Communications          Plymouth, MN

Information Systems Engineer
  • Desk-side tech support of 159 users, and 210+ systems.
  • Remote support of work-at-home users.
  • General laptop, desktop, and printer troubleshooting and break/fix.
  • Software and Application testing and review.
  • Process and Knowledge Base documentation creation.
  • System building and repair.
  • General A/V setup and troubleshooting.
  • Active Directory - Remote Desktop - TrackIt/Footprints - SCCM - GoToAssist - RDP
  • Achieved Desk-side Engineering in one years time.
  • 30+ customer recognitions and one 'button award' for customer service
  • Knowledge Base document population with 50+ Knowledge Base articles and processes written.
  • Large scale AD clean-up of misplaced or unidentified computers objects.
  • Designed, implemented, and maintained three, 8 display network monitoring stations.
  • Played vital role in SCCM initial testing and implementation.

08/07 to 02/08              Comcast                           St. Paul, MN

Technical Support Specialist
  • High volume Call Center tech support.
  • Trouble-shooting and support of High Speed Internet, VoIP, and their related applications and programs.
  • CADM - Auspice Opslogic VSM/SVP - Remedy TTS - ACSR

12/03 to 08/07              W.W. Grainger                 Plymouth, MN

Distribution Center Associate
  • Worked in a strong team environment to process and ship products.
  • Received and maintained incoming products.
  • Process and troubleshoot Returns via SAP, email, and phone.
  • 4800 orders per month at 99.9% accuracy. 

05/02 to 10/03               Thunder Road Diner          Lancaster, MN

General Manager
  • General management of a '50s diner with five employees.

2000 to 2002                   Imperial Parking             Twin Cites, MN

Ramp Manager
  • Management of a parking ramp for 150 cars with five employees.
  • Increased daily income for the ramp by 10%.
08/96 to 10/99                   Johnson Matthey         Chippewa Falls, WI

Production/Process/Engineering Technician and Supervisor
  • Supervise and manage 15 to 20 employees.
  • Develop, implement, and troubleshoot processes, product,
    and equipment in a ISO 9000 clean room setting.
  • Monitor and maintain production flow.
  • Training and certification of employees.
1996 to 1996                  Blue Beacon                     Fargo, ND

Bay Leader
  • Lead a team of five to seven people in the power washing of tractor-trailers.
1995-1996                   ASP Inc                     Moorhead, MN

Security Officer
  • Industrial and Private Security.
1994 to 1995                   GPK Products               Fargo, ND

Assistant Lead Person
  • Assisted in the supervision of 20 employees.
  • Assisted in the planning of production.

1990 to 1994                   Conoco Inc           Bemidji, MN

Night Cashier
  • Night cashier at a convenience store and gas station.