JERRY ELLSWORTH E-mail: jeef3f8c@westpost.

net
1825 N Stapley Drive, Unit 1024 Mesa, Arizona 85203 (480) 334-6985
PROFESSIONAL EXPERIENCE
ARISE.COM VITUAL CALL CENTER MIRAMAR/FLORIDA 2009 a" Present
Customer Service Representative
*
Receiving incoming calls from Barnes and Noble customers inquiring
of their orders, discrepancies, help purchasing online, membership,
and digital ebook reader support.
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Respond and answer incoming e-mails.
*
Use of Remote Desktop through Citrix Farm. Software used: SAP,
Gutenberg, Mercury, RSA SecureID Token software, AVG Anti-virus
software, Spybot Search and Destroy, and use of Online Chat.
APEX SYSTEMS, INC. SCOTTSDALE/ARIZONA 2009 a" 2010 _Technical
Support Technician under contract for The Apollo Group_
*
Answered high volume of incoming phone calls and e-mails from
students seeking assistance diagnosing and resolving their computer
software, hardware, and Internet connections in conjunction of
connecting through the University of Phoenix school website (Internet
Explorer, Firefox, Google Chrome and Safari).
*
Assisted students with Microsoft Office 2003/2007 a" Word Essays,
Excel, Powerpoint presentations, Outlook and use of operating systems
a" Windows 98SE, Windows XP, Vista, and 7. Apple MACbook, iMAC and
MAC OS X Snow Leopard.
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HEAT Ticket Management system used to record all issues.
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VPN, Intranet and Internet support to all instructors worldwide.
Wireless and patch cable connection and software troubleshooting.
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Escalating to second level support when solution is unclear.
PINNACLE TECHNICAL RESOURCES MESA/ARIZONA 2008 a" 2009 _Desktop
Support Technician Contracted under EDS_
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Supported a Windows XP environment, desktop troubleshooting,
Install/Move/Add/Change (IMAC), HP and Dell desktops, notebooks, LAN
and personal printers.
*
 Installed specific software packages for end users of General Motors
and OnStar groups, verifying updates, re-imaging and patch installs
for Windows 98, 2000 and XP, Office 2003 and 2007, McAfee and other
needed software.
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Create, reset, unlock, and disable user accounts through use of
Active Directory and Exchange.
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Responsible for monitoring and overseeing backup tapes and exchanges
with Iron Mountain.
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On call support and worked autonomously.
WHITTON COMPANIES MESA/ARIZONA 2007 _Desktop Support Technician_
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It was my responsibility to monitor all Microsoft Windows 2000 and
2003 database and Exchange servers, application servers, network
stability, verifying activity of all software applications and
availability.
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Supported the MIS Director by analyzing network equipment,
monitoring server event logs, network software and all operating
systems and data.
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Maintaining and troubleshooting Terminal Server, Remote laptops, VPN
and Wireless connections, VoIP, Avaya phone systems and Amanda and
Audit Call logs.
*
Diagnose, repair/Factory Restore, re-imaging, and replace all
workstations, laptops, printers (HP, Dell, Lexmark), and Ethernet Cat
5 cabling. Configuring LAN/WLAN settings and connections, hardware and
software driver installs.
*
Use of Windows debugging tool to diagnose and test hardware drivers
pertaining to blue screens.
*
Interacted with employees instructing when needed use of software
and hardware (Windows XP, Microsoft Office 2003 Word, Excel, Outlook
and other software applications).
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Assisted with planning of computer equipment specifications,
installation, configuration, and vendor support agreements.
Continuation of Operation Plans, Disaster Recovery, and Risk
Management.
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Kept all computers in tip top condition. Cleaning of computer cases
inside and out, defragmentation of hard drives, Operating System
installs, Recovery, and ensuring all system updates were deployed and
completed. Management assessment software used to keep track of
hardware and software licenses. Server maintenance to optimize server
and network performance as necessary, increasing the reliability,
security and efficiency of the company's network systems.
*
Monitored backups (VERITAS), changed out backup drives, and assisted
end users with file restores.
ETELECARE GLOBAL SOLUTIONS, INC. PHOENIX/ARIZONA 2006 a" 2007
_Level II Tech Support for Dell XPS Computers_
*
Supporting technical client base, receiving, assessing,
troubleshooting and resolving support requests.
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Guiding, assisting, coordinating and following-up on customer
questions, network and Internet problems, and malfunctions of Dell
applications and hardware.
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Analyzing source of problems reported, locating trends and
recommending measures to minimize or eliminate future occurrences.
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Using professional customer service techniques, personal customer
interaction, positive customer interaction while adding positive
value to each call.

SCHUFF INTERNATIONAL, INC. PHOENIX/ARIZONA 2006 _ Desktop Support

Supervisor _
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As the Help Desk Lead, I coordinated the activities of the Help Desk
and those employees whose primary function is to attend it.
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Directed the activities of two team members and interacting with
others in the IS department whenever necessary to solve problems or
escalate difficult work order problems. As work orders arrived by
email, it was my responsibility to route the new tickets to the most
appropriate member of the IS team.
*
For all new and used incoming personal computers, we applied network
concepts and principles to achieve a stronger more efficient client
workstation.
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Maintaining the company's local area networks (LANs) and other
subsidiaries (LAN/WAN), the team served as Administrators, installing
and configuring computers and local administrator accounts joining the
domain, insuring quality and reliability.
 WELLS FARGO SERVICE CENTER, CHANDLER/ARIZONA 02/2003 a" 03/2006
_Technical Support Specialist_
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Provided problem analysis support to department computer
workstations, hardware (printers, hubs, patch cables, Blackberry
devices, card readers) as well as software issues for all Wells Fargo
Bank employees.
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This was_ _on a Local Area Network (LAN), Wide Area Network (WAN),
and Enterprise Server Environment, which included establishing
computer aided dispatch (CAD), telecommunications, wireless, and
other systems.
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Troubleshooting PC's and/or workstations to determine
hardware/software related problems.
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Supported applications utilizing various database software; and
assisted staff with Software Asset Management requirements.
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Using Microsoft's Active Directory Management Console to check
permissions, Symantec's pcAnywhere to connect with the client
workstation, Helpwatch win2k, HW-UX, Mainframe applications (ACF2,
CICS, TSO, Hogan, Wanda, Shaw, SVT, SVP, and Supersession's).
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Use of Remedy to document and track tickets.
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Experience with Microsoft Windows and UNIX operating systems;
Microsoft desktop/development tools; SQL Server; Microsoft Office.
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Recording inquiries in Remedy: PAC-2000 of resolved problems or
directing requests to appropriate technical area, tracking status and
follow ups to ensure client satisfaction.
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Escalating to senior staff when solution is unclear. Reporting
problems with procedures.
2WIRE, INC. PHOENIX/ARIZONA 03/2002 a" 09/2002 _Technical Support
Engineer _
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Answered calls pertaining to identifying and resolving network
connectivity and traffic problems with the customer and Field
Technicians (TWC, SBC, Bellsouth and Verizon). _ _
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WINS, DNS, and DHCP work on Windows and Macintosh, other issues
arose where we had to go beyond our normal troubleshooting routines
to resolve the issue.
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Use of Clarify case notes, Clarify solutions, online troubleshooting
charts, partner support pages, and online chat with team members to
Troubleshoot to the board level, System Boards, Network Interface
Cards, USB adapters, Wireless adapters, Ethernet, HPNA, and Direct
USB cable connections used with Macintosh 8.6 a" O.S. X and Windows
9x, NT, 2K and XP Operating Systems.
CENDANT CORPORATION PHOENIX/ARIZONA 09/1998 a" 01/2002 _Computer
Support Specialist I & II Level _
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Supported the Linux/Caldera Hotel System Software and
Anasazi/Guestview software over the phone. Use of 56K dialup modems
to connect to troubled computer.
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Use of Remote Administrator to assist with fix of related software
problems, worked with client to troubleshoot LAN Network, cabling,
hubs, switches and modems.
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Using SQL Server 6.5 ran queries to resolve the Anasazi/Guestview
software.
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Documented all calls using HEAT ticket management system.
EDUCATION
BACHELORS OF SCIENCE INFORMATION TECHNOLOGY 6/2005 Collins College
Tempe/Arizona
ASSOCIATE OF ARTS 3/2000 Collins College Tempe/Arizona
GENERAL STUDIES 2000 University of Phoenix Mesa/Arizona
PC TECHNICIAN CERTIFICATION 1998 NTI, Inc. Phoenix/Arizona
G.E.D. 1998 Mesa Community College