# **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/](http://www.brainbench.com/)  
			NT System Administrator	 *[Transcript \#31827](http://www.brainbench.com/)*  
			UNIX System Administrator