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Mark R. Havens
3613 Frankford Rd. #1035 Phone: 972.820.6855
Dallas, TX 75287-6143 Email: mrhavens@yahoo.com
Objective
Advanced Technical Support Representative
Summary of Qualifications
* Over 2 years of technical support experience in the healthcare industry.
* Extensive experience with Windows 9x, Windows NT, Word, Outlook and Access.
* Very strong DOS background, with an even stronger command of batch file programming.
* Experience with various network environments, including NT, Netware and UNIX.
* Excellent written, oral and interpersonal communication skills.
* Highly experienced with providing excellent customer service in a fast-paced environment.
Relevant Experience
Technical Support:
Microsoft
* Resolved external database connectivity issues with e-commerce sites developed with FrontPage.
* Created example source code in javascript, vbscript, ASP and VBA to address software limitations in FrontPage 98 and 2000.
* Consulted with web developers on corporate web site design and Microsoft software functionally issues.
FT Mortgage
* Provided lead support on all Platinum enterprise management software in the company.
* Resolved CCC/Harvest broker issue that resulted in resource expenditure reimbursement from Platinum.
* Discovered and resolved subnet routing problems with NT servers and workstations.
* Designed and implemented a front-end application in Winbatch, which resolved design problems in Platinum project management software.
Ichthus Business Technology.
* Provided advanced technical support to various health care companies, including: Columbia Valley Regional Medical Center and Whispering Palms Nursing Center.
* Migrated existing accounting and management data to operate with newly implemented software.
Office of the Attorney General
* Supported existing Ethernet networks and diagnosed cabling and routing problems.
* Provided hardware and software support for all Netware 3.12 client systems
Price Village Medical Center
* Supported existing ARCnet network and implemented Ethernet on all new systems.
* Implemented and supported a new branch office network running Netware 3.12.
* Supported existing Netware 2.2 network and all workstations. (Non-dedicated server)
Work History
1999-present Independent Technical Consultant Dallas, TX
1999 Microsoft Support Engineer – (Contract, CompConTech) Microsoft Irving, TX
1998-1999 Projects Engineer – (Contract, TekSystems) FT Mortgage Dallas, TX
Concurrent with Education:
1995-1998 Systems Engineer/Consultant Ichthus Business Technology Brownsville, TX
1995 Information System Support Specialist – (Internship, TSTC) Office of the Attorney General Austin, TX
1994-1995 Network Administrator Price Village Medical Center Brownsville, TX
Education
1994-1998 Texas State Technical College A.A.S. Computer Science Harlingen, TX
Concurrent with TSTC
1995-1998 University of Texas at Brownsville Computer Science Program Brownsville, TX
Certifications
Brainbench http://www.brainbench.com/
NT System Administrator Transcript #31827
UNIX System Administrator