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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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