JAMES E. FERRIS, Desktop Support 2007

JAMES E. FERRIS, B.Sc. Eng., MCSE
e-mail: jeferris at shaw.ca

This page will detail experiences which I feel directly relate to desktop support. I am seeking a challenging position, either contract or full-time, with a growing company. I am offering my services as a Customer Service - Desktop Support Professional.

Qualifications Skill Set

Provide telephone, email, and onsite support in a Windows and Mac environment.
Use trouble-ticketing systems, from basic spreadsheets to proprietary databases.
Assist users with daily workstation issues and regular maintenance.
Analyse user operational problems and escalate when appropriate.
Anticipate and evaluate user requirements related to security and utility needs.
Maintain a strong commitment to high standards of user care through continuing education.
Install and re-image systems when needed, including win98SE, NT4.0, win2K, and XP.
Create documentation for all concerned corporate systems and regular daily activities.
Track and document all hardware and software elements for legal considerations of licensing.
Work independently and as part of a team.

Employment Experience

August 2003 to present	*Sales Associate* the Source CC, InterTAN Canada New Westminster, B.C.
An electronics retail outlet: Performed retail activities with pre- and post-sales customer services.
March 2001 to present	*Independent Contractor*
Assist small business persons in the Edmonton and Vancouver areas with computer related issues.
November 2000 - February 2001	*Assistant System Administrator* Big Server Software Inc. Vancouver, B.C.
A software development house: Co-administered all IT systems consisting of 50 PC workstations and 20 servers, mostly Windows 2000 units. I had full responsibility for data backup services.
May 1998 - September 2000	*Network Administrator* Celterra (Vancouver) Vancouver, B.C.
An ISP-to-businesses start-up: Company helpdesk support, with in-house support of 15 workstations and five servers on NT4 including PC-based PBX with Exchange on ATM and Ethernet networking.
May 1996 - November 1997	*Technical Support Helpdesk* P.I.C.C.; Planeteer Internet Richmond, B.C.
An ISP: Performed all helpdesk support services, and assisted with server maintenance.

Education

Certified Sales Associate, InterTAN / RadioShack, 2003, New Westminster, B.C.
Certified Sales Associate, Rogers Wireless, 2004, New Westminster, B.C.
MCSE, Windows 2000 with ISA and Exchange 2000; October 2002, Edmonton, Alberta.
B.Sc., Civil Engineering; 1979, University of Alberta, Edmonton, Alberta.