silentashes:   Profile
silentashes's Profile

Account: Active
Status: Offline
Member Since: Thursday, September 24, 2009
Last Visit: Thursday, March 14, 2019
Posts: 379 - [0.10 posts per day]
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Location:   Portland, United States
Current Job Title:   Nonprofit IT Consultant
Current Employer:   City Repair
Work History:   IT Desktop Admin., ESCO (2011/03 - 2012/08)

Field Tech, JPMChase, HP (2010/06 - 2011/03)

IT Consult, Home/Small-Business (~2008 - 2010/06)

Tech Support, CAESY (2006/06 - 2007/09)
Hobbies, Volunteering & Other Skills:   marathon-running (completed Portland Marathon 2011); hiking/backpacking; playing piano and clarinet; reading;
Most Advanced Degree:   High School or GED
School:    Wilson High School
Professional Licenses:   Microsoft Certified Professional
Issuing License Agency:   Microsoft, Inc
State License Issued:   Oregon
Certifications, Awards, Patents, Publications & Other Education:   I am well versed in Mac OS and Linux as well!

[Please contact me if you wish to verify my Microsoft certification.]

Six (6) years' professional experience working in technical support call centers and providing internal support for companies, including:

Technical Support Specialist, CAESY/Patterson Dental Supply, Inc.
Supported company products and services for a base of ~15,000 dental offices nationwide
• Documentation of frequently encountered issues for use and training
• Quality, professional hardware, software, and network support for customer base, as well as for company
employees, via phone, email and live chat:
     ○ Web, email and domain name solutions (and support)
     ○ Troubleshooting Windows TCP/IP networks, including name resolution issues
     ○ Troubleshooting hardware-related issues
     ○ Correction of security/permissions on Windows directories due to improper installs
     ○ Client software utilized IE shell, Flash, WMP video w/DivX codec, dual monitors, .NET Framework
     ○ A/V and cabling support and advice, including an A/V feed from the server product and DVD product
• Assisting Sales and CSR teams in finding solutions for difficult/ongoing customer service-related issues
• Utilizing an incident-based tracking system for technical issues, as well as Microsoft Navision DB for
customer service- and sales-related issues (overlapping with technical incidents)
• Building servers to ship to customers
• Beta testing and providing quality feedback for product updates; documenting and submitting any verifiable
bugs to the QA team for assessment
Experience:   MCP, and can explain almost anything in layman's terms (and solve your issue)

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