Carlie Haywood
309 E. 4th Street
Laurel, MT 59001
(406) 208-9876
E-mail:
carlie@gmail.com
SKILLS SUMMARY
More than 15 years of experience in management of computer and server support.
15 + years experience in Computer Technical Support. 2+ years in Help Desk
Support. Strong background in user training and support documentation.
Excellent skills in contract negotiations and consulting. Experience in Server,
Backup, Operating hardware and Software management.
EXPERIENCE
07/2008 to Present
Bresnan Communications
Billings, MT
Tier 1 Technical Support
*Call center technical support for Commercial and Residential Internet,
Digital Telephone,
Video and Billing.
*Troubleshoot all types of computer systems to help customer
to have
internet connectivity.
*Diagnose and troubleshoot Digital Telephone equipment and
services.
*Diagnose and troubleshoot Video equipment and services.
* Take Billing payments by phone, answer billing questions,
make payment
Arrangements.
*Deal respectfully with unruly, angry, sometimes condescending
customers.
08/2005 to Present
Cnetspecialists
Billings, MT
Computer & Network Consultant and Technician
* Install Microsoft Server networks including all Ethernet
wiring in
corporate environment
* Negotiate equipment purchases which included consulting,
quoting and
actually purchasing
equipment for customer site installations. Built,
installed and
maintained computers and servers.
*
Field trained system users and served as liaison between system users
and computer hardware and software vendors.
*
Troubleshoot computer and server related problems.
10/97-7/2005
College of Human Sciences, Iowa State University
Ames, Iowa
System Support Specialist II
Formerly
College of Family & Consumer Sciences
*
Network, Security and System Administrator for College.
*
Purchase, install and manage Microsoft Windows NT, 2000 & 2003
servers.
*
Directed creation and implementation of Help Desk software which
resulted in 40% reduction of technician help, which is still in use
today.
*
Hire, train and manage 8-15 computer support staff.
*
Recommend, consult, quote and approve/disapprove all computer related
hardware and software
in college.
*
Negotiate contracts for the college and departmental computer and
software purchases resulting in
significant monetary savings.
*
Wrote several successful grant proposals resulting in creation of two new
large computer labs.
*
Created, justified and negotiated budget for Computer Services.
*
Directed training of faculty, staff and students on basic software such as
Microsoft Word, Excel
& FrontPage.
*
Directed and helped create the first Website for the college.
7/96-5/97
Computer Management Services
Ames, Iowa
Computer & Network Technician
*
Installed Microsoft NT networks including all ethernet wiring in city and
county offices over a
five state area.
*
Negotiate equipment purchases which included consulting, quoting and
actually purchasing
equipment for customer site installations. Built,
installed and
maintained computers and servers.
*
Field trained system users and served as liaison between system users
and software support.
*
Troubleshoot computer and server related problems via telephone, direct
modem connection or by
performing service call to customer’s location.
10/94-7/96
Apex Computer Store
Ames, Iowa
Computer Technician Supervisor
*
Promoted from Computer Technician to Computer Technician Supervisor
after only 6 months.
*
Hired, trained and managed 2-5 Computer Technicians.
*
Implemented services that resulted in significant increase in service
monies received.
*
Increased sale of computer products over most other full time sales
people.
*
Designed & supervised building of computers fitting the need of the
individual or company.
SYSTEMS PROFICIENCY
Hardware
PC Servers, Mac and PC computers, routers, hubs, peripherals
PC Software
Microsoft server NT 4.0, 2000, 2003, Exchange 5.5, 2003, SQL, ISA and
System Update servers, Windows NT, 2000 and XP client software, SAS, SPSS,
McAfee EPO server (virus upgrade),
EDUCATION
Attended several classes on Administering and installing Microsoft server
NT, 2000 and 2003, Exchange & SQL.
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