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Maya Manley

309 Torrey Road Braintree, MA 02001 · (781) 848-9876 · maya@beld.net

Summary

·         Fifteen years experience supporting computer hardware, operating systems, and application software.

·         Strong organizational and interpersonal skills; a team player who can work effectively with individuals of varying skills and personalities.

·         Proficiency in Windows NT/2000/XP, Windows98/95 Windows 3.x, and DOS.

·         Software support skills in Microsoft Office, Internet Explorer, Netscape Navigator, Meeting Maker, Online Backup, Outlook, Norton Antivirus, Symantec Ghost, Remedy, Vantive, and Nortel. 

·         Support of remote customers using On Command Remote Host, Altiris Carbon Copy, and Net Support.

·         Support of POP3 clients, such as Eudora.

·         Proficiency and support of Internet/Intranet connectivity protocols such as TCP/IP, DHCP, IPX/SPX, TELNET, PPP, FTP and NAT Technology.

·         Support and integration of Online Backup, a client/server backup and restore application.

·         Knowledge of PC hardware installation, and break/fix of: hard drives, motherboards, network interface cards, modems, sound cards, and notebook LCD displays.

Experience

2006-Present Computer Analyst,    Hewlett Packard   Technical Services Group

·         Providing technical support for 11000 systems as a member of a team of 19 analysts.

·         Problem resolution on Windows 2000/XP IBM and HP Laptop and Desktop Systems.

·         Providing support to Retail stores, and corporate offices using Netsupport Remote Client software.

·         Responsible for coverage at off-site company headquarters supporting 1200 users.

·         Experience using Cisco VPN, Lotus Notes, Sygate Firewall, Verizon Air-Card, Wireless Connectivity, and Blackberry Server Manager.

·         Worked as the point person on Active Directory Migration Project for Technical Services Group.

2005-2006: Computer Analyst Desktop Support, General Dynamics, Taunton, MA

·         Providing support to 1200 users as a member of a team of 7 analysts.

·         Problem resolution on Windows 2000/XP Dell Optiplex and Latitude systems.

·         Experience using PC Guardian Encryption, Altiris Backup/Recovery/Carbon Copy, Cisco Security Agent

      Firewall, E-Trust Anti-virus, Symantec Anti-virus, and Cisco VPN.

1997 to 2004: Technical Support Specialist, Level 3 Communications (formerly GENUiTY (GTE Internetworking, formerly BBN), Woburn, MA

·         Providing technical support to over 5,000 users in a varied operating system and Internetworking environment, including Windows 2000/XP/98/95/ NT 4.0, DOS, and Netware.

·         Providing support for Windows 2000/XP migration to customer base via Symantec Ghost.

·         Knowledge and configuration of IBM ThinkPad, Compaq Deskpro, Armada laptops, docking stations, 3Com, and Ethernet Connectivity.

·         Troubleshooting and problem resolution of O/S, software, network connectivity, and production problems for windows 2000/XP desktop users.

·         Acting as Team Leader of a Technical Support Team. Responsible for interviewing candidates, as well as scheduling workflow, and on-call activities.

·         Providing training and orientation for all new hires to the department.

·         Support of Cisco and Nortel VPN Client Software, Active Directory, User Manager for Domains.

·         Supporting remote and International customers VPN, Dialup, DSL, and cable modem connectivity problems.

·         Maintaining Vendor relations, including scheduling service for appropriate resolution in accordance with Service Level Agreements.

1991 to 1998: Computer Technician, CBE Technologies, Boston, MA

·         Maintaining customer base for the installation, upgrade, and repair of Apple, AST, IBM, Compaq and compatible desktop computers, laptops, and peripherals at sites including: Dana Farber Cancer Institute, Harvard Pilgrim Health Plan, Astra U.S.A., Johnson and Johnson, American Cancer Society, and GTE Internetworking.

·         Resolving problems in a timely, efficient, and cost-effective manner, on PC compatibles and laptops including system boards, memory, modems, EIDE and SCSI drives, power supplies, etc.

·         Assisting customers with problem solving, and the instruction and use of application, and Operating System software.

Education

Blue Hills Regional Technical Institute   Degree in Graphic Arts

Microsoft Windows 2000 Professional and Server #2152 (Information Technology Training, Woburn, MA)

Principles of Networking with TCP/IP  (GTE Internetworking Information Technology Training, Cambridge, MA)

Supporting and Troubleshooting Windows NT 4.0  (Professional Development Group, Cambridge, MA)

Servicing Compaq Products (Compaq Corp., Waltham, MA)

Macintosh Service and Tools Certification (Apple Corp., Boston, MA)

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