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A. Blake Stepp 1499 W. West Maple Rd # 102 Walled Lake, Michigan 48390 Phone: (248) 761-7285 Email: drwfanhunt@netscape.net
Objective: An Entry-level Network Analyst position that will take advantage of my project management and leadership skills and allow me to extend my technical career by learning new technologies.
Experience:
Computer Decisions International, LLC Northville, MI Webmaster and Technical Support, CDI Interactive July 2001 - December 2002 Duties * Supported clients via phone, email, and face-to-face in technical hardware and software issues related to their websites. * Internet hosting facility technical support (MS Windows 2000 Advanced Server, IIS, Cisco hardware, Watchguard firewalls, Linux) and security. * Performed Web page maintenance. * Executed regular backups using Microsoft Backup. Accomplishments * Initiated complete renovation of company web site, collaborating with all departments and officers to ensure enhanced flow, functionality and content; also maintained site and managed subsequent enhancements. * Acquired expertise and proficiency in Microsoft Office, Microsoft Project, Microsoft Exchange administration, TCP/IP, DHCP, DNS, Macromedia Dreamweaver and Fireworks, Adobe Photoshop, FTP, Visio, Terminal Services, Visual Route, PCAnywhere, Group and User Policy, HTML. * Assisted sales force in landing a 200-hour web project by using my customer service skills, and technical knowledge. * Learned the basics of Search Engine Marketing/Optimization through self study.
Supervisor, Technical Support Department May 1997 - July 2001 Duties * Supervised 6-9 Support Technicians to resolve application and hardware issues, perform fixes, and optimize customer experience. * Trained, monitored, and mentored staff; and performed responsibilities of Support Technician. * Served as a hub for client contact, providing trends and statistical analysis to upper management, and helping to identify opportunities for new business, client training sessions, product development, and communications. * Maintained in-house issues database and CRM application (Goldmine). Accomplishments * Conceived and implemented call tracking mechanisms, measurements and reports that led to increased productivity and client satisfaction. * Initiated long-term collaborative projects with sales staff to restructure, realizing permanent improvements to operational procedures and the strategic value of all customer sales and support activities. * Successfully managed and coordinated company Y2K initiative through all phases (alert, inform, repair and monitor).
Customer Support Technician May 1994 - May 1997 Duties * Served as a front-line resource to clients, resolving customer inquiries that involved troubleshooting skills, quality assurance and testing, data repair, and hardware technical support. * Collaborated with software development teams to initiate, inform and generate ongoing product enhancements. * Designed and wrote bug fixes and custom enhancements to client software. * Assisted clients with "front-end" procedural tasks relating to all aspects of our ERP applications. Accomplishments * Gained proficiency in PC Anywhere, ProComm, Microsoft Word and Excel, AIX/SCO Unix, Microsoft Windows 95/98/XP/2000, BBx (programming language), and Desktop PC hardware architecture. * Rescued a dying Bar Code Labor Data Collection application module by taking over leadership of the product, introducing enhancements and bug fixes, and implementing client "damage control" resulting in a marketable/saleable product and retention of over a dozen clients. * Promoted ahead of several technicians with more seniority due to my skill with customers and technology.
Combined Transport Maintenance Detroit, MI
Systems Administrator August 1989 - May 1994 Duties * Performed regular system maintenance and upgrades. * Managed acquisition, licensing and upkeep of all company software applications; facilitated employee training. * Performed various business functions including accounting, payroll, sales, marketing and customer service. Accomplishments * Coordinated and implemented a direct mail marketing campaign that resulted in new business. * Designed, installed and configured a computer accounting system bringing this company into the Digital Age.
United States Army Fort Hood, TX
Cavalry Scout, 2nd Squadron, 1st Cavalry August 1987 - August 1989 Duties * Enlisted personnel; served as Squadron Technical Computer Lead. * Deployed to the S3 Operations section where I assisted in developing training operations for the squadron. Accomplishments * Completed a 6-month training course on US Army computer equipment. * Awarded an Army Achievement Medal for service above and beyond the call of duty on a 4-week training exercise. Also awarded a Good Conduct Medal for my 2-year tour. * Selected as personal driver for the Squadron Commander.
Education: Currently working to complete Microsoft Certified Professional W2k Pro (MCP) self study.
Henry Ford Community College Dearborn, MI 1992 * Computer Science and Technology course work Oakland Community College Waterford, MI 1989-90 * Computer Science and Technology course work Oakland Technical Center Wixom, MI 1986-87 * 2 year certificate in Data Processing earned concurrently with High School diploma.
References: Available upon request.