Master IT Specialist / Information Systems Architect, PC Customer Service Support, Admin/Sysop, Webmaster

Peter Blaise Monahon
2776 South Arlington Mill Drive, #277
Arlington/Shirlington, Virginia 22206 US
703-845-1556 - [email protected] - http://www.peterblaise.com/
U. S. Citizen, Non-Veteran, Former Federal Employee, GS-2210-12

[1] PC / Network / IT / Web Systems Support, Professional Summary

Summary of Professional Qualifications:

• Offer 25+ years of PC / Network / Web / IT customer support within federal and civilian environments.
• Maximize PC user's performance with thoughtfully selected off-the-shelf and custom, robust, cost-efficient and optimally configured systems; network, web and database administration; system maintenance, upgrades and security patches, and hands-on end-user training.
• Provide PC system analysis and design, problem resolution, and operations administration.
• Master Skill Level in troubleshooting, locating, and correcting complex and isolated system failures.
• Professionally consult with clients and project team members.
• Expert at rapidly mastering new technology and expanding my skill set.
• Build and manage rapid-response help-desk call centers offering on-site, telephone, and remote support.

"Peter exhibited real technical competence and considerable ingenuity in order to reach his goals. He excelled at every project to which he was assigned. I would recommend him without reservation for any job where technical knowledge, patience and determination are critical factors for success."
-- Lynne Beresford, Commissioner for Trademarks, U. S. Patent and Trademark Office (see http://www.peterblaise.com/reference.htm)

• PC / Network / Web / IT Management: Extensive experience in managing LAN/WAN topologies, network and web administration, e-mail, and Internet systems within the PC environment. Resolve data and communication conflicts, and evaluate and install necessary software patches. Author technical documentation and provide end-user support for multiple applications, systems, and operating procedures. Develop and adapt computer programs and systems to client's custom needs.

• Project Management: Translate client visions into viable, cost-effective cutting-edge solutions from concept through implementation. Establish project timelines, research deliverables and services, negotiate with vendors and oversee the implementation of all components, ensuring full compatibility with client needs and expectations.

• Leadership: Established reputation of reliability and trust with clients and colleagues. Set high performance standards for self and others, including time management, work assignments and procedural compliance. Develop and refine methods to help employees optimize performance. Oversee and evaluate all service requests and render executive decisions based on cost, service turnaround, and fulfillment of stated objectives. Train and mentor top-producing staff emphasizing program and project ownership. Handle vendor negotiations.

• Communication: Interact calmly and knowledgeably with people of diverse backgrounds from all levels within an organization using plain language and a flexible and supportive manner; inspire highest levels of teamwork and cooperation. Excellent presentation, interviewing and follow-up abilities. Collaborate with technical and non-technical staff to obtain details for new system requirements. Train end-users on new software modules and systems.

Additional Qualifications:

• Manage technical teams providing preventive maintenance, support, fielding requests for assistance, documenting and responding to trouble calls, resolving problems, and providing general assistance for hundreds of end-users.
• Support dispersed office locations, multiple clients groups, hundreds of individual office systems, computers, and related peripherals, encompassing legal, medical, financial, technical, and commercial organizations.
• Industry leader in implementing custom and off-the-shelf product solutions, fault isolation, developing new systems on demand, in a timely manner in response to emergent pressing needs, and within short timeframes.
• React calmly in crises; collaborate with senior level executives, including attorneys, federal officials, IT specialists, and vendors (e.g., HP, Compaq, Microsoft, Symantec, and others) to resolve problems.
• Proficient at patiently interviewing subject-matter personnel to gather facts regarding work processes, synthesize data into relevant referential reports upon which to build and implement solutions.
• Experienced at discerning and translating end-user requirements and procedures into detailed logical steps, and into software programming, customization, and installation of new technologies.
• Established and deployed a Wiki collaborative technology environment web system including secure password management for the legal and work procedure manuals for legal staff within the U. S. Patent and Trademark Office.
• Work experience at the GS-12 level and higher including understanding, comprehending, and communicating technical information / instructions, and bringing complex projects to timely completion.
• Experience in the preparation, documentation, and presentation of cost/benefit studies.

[2] PC / Network / IT / Web Systems Support, Technical Skills

• Automated Information Systems, Desktop Operating Systems, and Servers: All modern and legacy versions of Microsoft DOS (v1-9) and Windows 1/2/3/95/98/ME/2000/XP/Vista (v1-6) operating systems, Microsoft Servers NT/2000/2003/2008Beta/Exchange/SharePoint, Apple Macintosh OS, Novell, Proxy Servers, UNIX/AIX/Linux and compatibles, CPM, Intel x86/386/64, VMS/VMware Virtual Servers, including command interpreter and recovery console operation, batch scripting, and more.

• Hardware: All legacy and modern PCs and Servers, notably: HP Pentium IV Desktop workstations and laptops (and Compaq, Dell, Gateway, IBM, Micron, and others), portables, Palm, PDA, Black Berry, cell phones, Color and Black & White Laser, Inkjet, Dot Matrix, and Impact Printers, Hubs, Routers, Switches, Cabling, CD/DVD Writers, 10Base-T Ethernet NIC Network Interface Cards, Network Configurations, Firewalls, Handheld Devices, IBM Mainframe, KVMS Switches (Keyboard/Video/Mouse/Speaker), LAN/WANs, Hardware Upgrades, System/Memory/Bus Motherboards, Daughter Expansion Boards/Cards, RAM Random Access Memory, Hard Drives, RAID, Tape Backups, Modems, Peripheral Hookups, Rack Systems, SCSI Systems, Scanners, Digital Cameras and Imaging Devices, USB Port Hubs, and more.

• Software Applications: All modern and legacy end-user productivity software, notably: Microsoft, Adobe, WordPerfect/Corel, Lotus and others, including Microsoft Office Suite 2003 (v11, also v1-12) Word, Excel, PowerPoint, Access, Outlook), Works, Publisher, WordPerfect Office Suite, Quatro Pro, Adobe Acrobat, Freehand, InDesign, Illustrator, Pagemaker, Photoshop, Type Manager, Lotus 1-2-3, Symphony, SmartSuite, Notes, Claris Works, QuickBooks, Quicken, TurboTax, West Law, Computer-aided Design & Drafting (CADD), Corel Draw, Extensis QX-Tools Pro, Fontographer, Fractal Designs, KPT Tools, Paint Shop Pro, PhotoVista, Photoshop Plug-ins, Suitcase, QuarkXpress, and more. Databases: DB2, MS Access, SQL Structured Query Language Servers, PHPMyAdmin, Fox Pro, Foxbase, Filemaker Pro, and more. Security: Symantec, Norton, Trend, McAfee, CA, Zone Alarm, Kaspersky, ShieldsUp, and other third party anti virus, anti malware, anti spam, firewall, and Internet Security suites. Other Utilities: All modern and legacy utility and support software from Microsoft, Adobe, Symantec and others, notably; Adaptec/Roxio CD Creator, ACD Applications, Dragon Naturally Speaking, Norton Utilities, VNC Virtual Network Computing, Remote Desktop, Timbuktu Pro, PKZip/WinZip, Sysinternals, Spinrite, and more. Programming Languages: APL, Assembly, all BASICs, VBA Visual Basic for Applications, C, and more. DAM Digital Asset Management Metadata Cataloging Protocols: XMP Adobe Extensible Metadata Platform, IPTC International Press Telecommunications Council, JPEG Joint Photographic Expert Group, EXIF Exchangeable Image File, controlled vocabularies, and more.

• Networking Environments: TCP/IP, LAN/WAN, LDAP Lightweight Directory Access Protocol, Email POP3 Post Office Protocol, SMTP Simple Mail Transfer Protocol, and IMAP Internet Message Access Protocol, FTP File Transfer Protocol, NAS Network Attached Storage, Ethernet/10/100/1000-Base T, wireless, 3Com, ARC, Token Ring, NetBEUI Protocols, Ethernet Media Access Controller (MAC) address management, sniffers, and more.

• Web and Communications: Apache and Microsoft IIS web servers, Sun/MySQL RDBMS Relational Database Management Systems, PHP Pre Hypertext Processing active script dynamic programming language, Mediawiki, TWiki, and other Wiki environments, Adobe/Macromedia Dreamweaver, Flash, Microsoft Front Page, SEO Search Engine Optimization, HTML Hypertext Markup Language, XHTML eXtensible Hypertext Mark-up Language and XML eXtensible Markup Language, PHP Pre Hypertext Processor, PERL Practical Extraction and Reporting Language, Microsoft .NET Framework, Java, JavaScript, CGI Common Gateway Interface, CSS Cascading Style Sheets, and more. Wireless WiFi, cell, and satellite data links.

[3] PC / Network / IT / Web Systems Support, Professional Experience

PC / Network / IT / Web Systems Support Specialist - 01/1987 to present
dba: APC American Personal Computing
2776 South Arlington Mill Drive, #277, Arlington/Shirlington, Virginia 22206 US

• Operate successful PC/Networking/web-presence/IT consulting business, establishing proven record of progressive and increasing responsibility, new business development, client retention, service excellence, and referral.
• Devise PC / Networking system solutions based on customer requirements from diverse clientele base including the federal government, legal, medical, financial, retail, and general business.
• Establish project timelines, research and plan deliverables and services, negotiate vendor service contracts, and oversee the implementation of all components while ensuring full compatibility with client's existing information systems, backing up and maintaining data integrity, and with adherence to outlined expectations.
• Provide on-site, phone, and remote technical support, training and technical documentation to help optimize systems performance and worker productivity.
• Audit customers' technology infrastructures and software use to translate their strategic planning objectives into tactical process plans.
• Coordinate custom applications development, special information systems projects, and new computer programs.
• Oversee the installation and modification of software patches, upgrades, and testing for compatibility with existing systems.
• Determine accountability and compliance with all licensing agreements.

Hands-on PC / Network / IT / Web Project Management:

• Apply expertise to optimize automation system capabilities that enhance the success of my clients in accomplishing their goals.
• Hold fiscal responsibility for project budgets up to $250K.
• Itemize project costs and present contracts for service, support, and supply procurement.
• Conduct on-site analysis, inspection, and implementation of technology solutions for clients.
• Establish key coalitions with clients' decision-makers, vendors, other consultants, and end-users.
• Devise disaster recovery strategies to ensure minimal data loss by troubleshooting technical bugs and restoring information using tape drive back-ups, ghosting data from one hard drive to another, and restoring hard drive data within hours.
• Install, configure, and test desktop and portable computers, peripheral equipment to include scanners, printers, monitors, and PDAs, operating systems, Microsoft applications, third-party security software, hardware/software upgrades and system security patches.
• Create long-term client plans identifying suggested milestones pertinent to equipment replacement or upgrade.
• Build detailed automated inventory records of all client technology resources for rapid reference.
• Execute numerous software upgrades and patches; ensure full compatibility with existing technical structure.
• Setup and administered multiple interoffice telecommunications and print server systems.
• Maintain a professional and helpful demeanor with little or no supervision to resolve user problems or problems that affect the overall operations.
• Demonstrate strong verbal communications, written communications and customer support skills.
• Skillfully communicate technical information, comprehend technical instructions, and evaluate complex problems.

Achievements:

• Upgraded 300+ workstations by installing newer versions of business, financial and Internet software packages.
• Reengineered existing systems with minimal equipment upgrades at minor expense, saving companies thousands of dollars while increasing the robustness of user network capacity.
• Implemented building-wide LAN within a major customer's headquarters; configured blueprint and installed all cabling, hubs, switches and hardware installation and tested for full function prior to launch.
• Added custom configured computer workstations and laptop computers to function within LAN requirements.
• Supervised Y2K system compliance checks affecting over 300 users to verify millennium crossover success.
• Recognized expert in the planning and development of Internet and Intranet web sites.

PC / Network / IT / Web Systems Customer Support and Training:

• Create and modify training documentation and programs specific to systems operations and procedures; conduct group and individual instruction in diverse subject matter including PC repair and network administration.
• Remain abreast of new system technologies by monitoring industry publications, attending seminars, self-study, and on-the-job training initiatives.
• Assisted in creating and supporting a newly formed Help Desk; trained personnel in assisting users via phone, e-mail, and remote control to ensure maximum PC service and operations support.
• Modify existing systems and upgrade programs to ensure latest software and security patches are installed.
• Recommend, configure, and install the most powerful firewall protection devices and software.

Achievements:

• Recognized as methodical, analytical and results-driven, ensuring the timely and appropriate delivery of required products, services, and training in the development, use, and adaptation of computer programs and systems.
• Developed and delivered numerous seminars on a multitude of topics including computer viruses, data communication, Internet ethics ('netiquete'), and relational database systems.
• Isolated new and often intermittent system bugs, worked with vendor technical support to address and correct failures, created temporary, and final fixes, upgraded diagnostic troubleshooting routines, and eliminated potential causes of problems.
• Streamlined end-user instructions for performing standardized tasks, created several FAQ Frequently Asked Question documents incorporated as part of clients' employee orientation programs.
• Applied understanding of procedures and limitations of PC programming languages to translate detailed logical steps developed by self and others into effective computer code.

PC / Network / IT / Web Systems Support, and Wiki Web 2.0 Database Developer - 01/2007 to 01/2008
US Patent and Trademark Office, 600 Dulany Street, Alexandria, Virginia 22314 US
Project Lead: Lynne Beresford, Commissioner for Trademarks, 571-272-7175

• Applied comprehensive skills in performing hardware evaluation, and configuration and installation of new technologies.
• Worked independently, with little supervision, handling tasks and planning and carrying out assignment at the GS-12 level and higher.
• Individually worked with multiple divisions within the agency to understand requirements for prototyping the Wiki collaborative web technology.
• Selected industry leading approach and methodology, resolved technology and design conflicts in and coordination and cooperation with project stakeholders.
• Retrieved and assembled information to build a prototype to demonstrate the requirements and to provide feedback mechanism to validate requirements.
• Kept team leaders informed on status of activities and tasks and made specific recommendations when a new course of action was required.
• Successfully established Wiki collaborative web systems for the agency's legal and work procedures manuals for legal staff.

Hands On PC / Network / IT / Web Systems Support Management:

• Created custom Wiki web database technology (Wikipedia-style) to publish legacy documents and manuals, including a well-tested, secure user password maintenance system.
• Developed modifications to the database storage system hierarchies requiring significant revisions in logic and data storage techniques.
• Performed extensive research and analysis across 60 alternative competitive service offerings leading to a focus on Mediawiki-brand Wiki open source software; advised stakeholders concerning major aspects of system design, system interrelationships, operating modes, system software, and equipment configuration most appropriate for the project.
• Analyzed and resolved the challenges of repurposing legacy documents, standardized and automated the extensive reformatting of legacy document styles, page layout, and structure, in preparation for automated conversion to new document formats - DOC, HTML, PDF and Wiki-format.
• Built and studied test modules on various Wikis web spaces for use on both the public Internet and for in-house Intranet web sites, choosing the most reliable from among various procedures, minimizing interruption from unscheduled downtime.
• Analyzed custom help and printing database systems; offered recommendations, and documented findings, synthesizing the resulting data into charts showing information flow for use by management and subsequent programming design teams.
• Provided troubleshooting, fault isolation, repair and preventive maintenance of PC workstations, servers, portables, printers, peripheral equipment, Microsoft Windows and Server operating systems, and Microsoft Office Suite 2003.

PC / Network / IT / Web Systems Training, Teamwork, Customer Support:

• Delivered training, technical support, problem solving and general assistance to system end-users.
• Worked directly with the Commissioner for Trademarks and senior legal teams on the Wiki web database projects to convert legacy resources into modern collaborative environments.
• Interacted with key project stakeholders, programmers, and contractors to understand and document a custom centralized printing system incorporating communication from business, operations, and technical organizations, coordinated with others outside the organizational unit and developing project controls.
• Participated in team meetings, asked pertinent thought-provoking questions, provided team guidance, and assisted in developing and implementing effective plans.

PC / Network / IT / Web Systems Support Documentation Development and Administration:

• Reformatted, converted, and repurposed legacy documentation, and published to the web as HTML and PDF, and on the agency's Intranet using Wiki web database technology.
• Drafted detailed user training and reference manuals.
• Recognized for exhibiting excellent documentation skills that were thorough, clear, concise, and consistent.

Achievements:

• Setup, supervised and monitored collaborative web server systems, consisting of:
  • Microsoft IIS and Apache web server software configured for secure sharing of http documents;
  • Real and virtual servers allowing internal users to beta-test Wiki systems;
  • Programming for Wiki web collaboration, email, and web site building;
  • Documentation for all system specifications, configuration settings, and parameters;
  • Sun/MySQL structured query language relational database management system for multiple Wikis on each server;
  • PHP Pre-Hypertext Processor language software to support each Wiki;
  • Mediawiki software separately for each of several beta-test Wikis; and
  • Created custom modifications to 'personalize' each Wiki for its purposes and identity.
• Created and maintained extensive custom Visual Basic for Applications (VBA) macro programs to automated complex repetitive tasks.
• Exercised independent judgment to accomplish immediate results - often in a single day - in complex and challenging new projects.
• Received an outstanding rating and monetary award for superior job performance.

PC / Network / IT / Web Systems Support / Field Service Manager - 01/1986 to 01/1987
Erol's Computer and Video, Springfield, Virginia 22150 US
Supervisor: Erol Oneran, Owner (Retired, Business sold)

• Coordinated daily assignments for up to 15 technical staff tasked with the repair and troubleshooting of computer networks and end-user workstations in over 300 locations.
• Established LAN to support 500 offices at headquarters.
• Maintained open communication with end-users to identify repetitive technical problems and worked to devise solutions. Implemented and controlled Uninterruptible Power Supply (UPS) at headquarters, including an off-line diesel power electrical generator and a continuous on-line flywheel generator for the mainframe; distributed UPSs for terminals.

Achievements:

• Recognized as Master Skill Level IT Expert among colleagues, peers, and customers for ready application of my expansive knowledge of data PC and processing functions and general management principles.
• Established headquarters-based PC auto-dial telecommunications system to gather and compile daily sales figure data from 300 locations into a master financial report template. Scheduled the computer program run cycles for maximum efficiency.
• Expanded internal support capabilities by training top-producing technicians in the repair and resolution of standard and complex computer and networking system issues, and to understand the sequential stages required to automate their own work process.
• Made extensive modification and adaptation of existing standard procedures, methods, and techniques, in designing an automated service task tracking systems to gauge time spent on standard maintenance tasks and evaluate employee performance.
• Identify repetitive problems at specific locations, and developed totally new methods and techniques to address novel and obscure problems, for which guidelines or precedents were not substantially applicable.

PC / Network / IT / Web Systems Support / Customer Service Manager - 01/1984 to 01/1986
Entré Computer Center, Alexandria, Virginia 22311 US
Supervisor: Jack Hutchinson, Owner (Retired, Business sold)

• One of three original team members developing startup business directives and policies.
• Planned all daily work assignments for three-member customer service support team.
• Provided hands-on training to new technical staff on basic and complex PC repair and software upgrades.
• Screened and selected service and supply vendors for over $1M in inventory.
• Placed orders and monitored pricing levels to ensure quality and accurate service, scheduling and discounted bulk pricing commitments were met.
• Developed customized training for customers and staff.
• Developed and adapted computer programs and systems based on knowledge recognized as equivalent to a college degree with a major in computer sciences.

PC / Network / IT / Web Systems Support / Customer Service Manager - 01/1981 to 01/1984
ComputerLand, Vienna, Virginia, US
Supervisor: Richard Doud, Owner (Retired, Business sold)

• From the very beginning of the modern commercial PC industry, created new methods and procedures in the emerging world of computer retailing and direct, high-tech customer service and support; i.e., planned the work steps necessary to accomplish responsive and accurate PC service repairs.
• Trained and managed a team of 15 customer service and quality-assurance technicians, created detailed instructions; using judgment in applying analytical techniques.
• Applied an expert working knowledge of ADP Automated Data Processing principles and methods to reduced customer service turnaround delay from two weeks to one day.
• Directed in-house statistical market research project measuring customer satisfaction scores specific to technical support services.
• Acquired and delivered manufacturer certified authorization training for warranty repair from IBM, HP, Apple, Compaq, 3Com, and others.
• Acquired and delivered vendor certified software training from Microsoft, IBM, WordPerfect, Novel, Norton/Symantec, and others.
• Developed and delivered master high tech training on emerging technologies for employees and customers before commercial curriculum based classes and certifications were available.

[4] Education:

• IBM, Apple, HP warranty service, and additional major vendor industry authorized training.
• Developed and delivered high tech training on emerging technologies for employees and customers before commercial curriculum based classes and certifications were available.

[5] Additional Keywords and Customer Support Offerings:

• Help Desk, Technical Support Technician, Tech Support, Troubleshoot, and Call Center.

• Master IT Specialist, PC Customer Service Support, Admin/Sysop, Webmaster

• Teamwork: work well with others to accomplish a common goal and manage projects, taking advantage of collaboration to increase the quality of work and improve productivity, an attentive listener, a cooperative colleague, willing to help others.

• Flexibility: able to juggle multiple tasks simultaneously, jack-of-all-trades, willing to take on new and varied projects, with an ability to handle changing priorities and deadlines.

• Detail-Oriented: handle any project down to the last detail, organized and meticulous about my work, can work without constant supervision, and can act independently.

• Self-Motivated: self-starter, generate my own ideas and follow them through to fruition, go the extra mile, anticipate evolving conditions and requirements, inspired to work hard to make a difference for the customer, and for personal satisfaction.

Master IT Specialist / Information Systems Architect, PC Customer Service Support, Admin/Sysop, Webmaster

Peter Blaise Monahon
2776 South Arlington Mill Drive, #277
Arlington/Shirlington, Virginia 22206 US
703-845-1556
[email protected]
http://www.peterblaise.com/
http://www.peterblaise.com/resume.htm
http://www.peterblaise.com/reference.htm