OBJECTIVE

Provide expert knowledge and analysis skills for the resolution of computer and networking problems and crises.

EXPERIENCE

RAND CORPORATION
Santa Monica, California
IR Computer Consultant - Macintosh Specialist, April 2002 - January 2003

Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Receive, document and assess severity of issues, and resolve initial customer problems through technical support and analysis. Install, service, and repair personal computers. Install and configure desktop software. Connect PCs to existing data networks. Maintain trouble log, track trends, and report findings to appropriate IR personnel. Participate in evaluation/implementation of new microcomputer related products and technologies. Provide solutions for interface conflicts between Macintosh clients, MS Exchange servers and UNIX servers, as well as Unity voice-mail systems and networked Xerox printers. Operating Systems: Mac OS, Mac OS X, Darwin, UNIX, Windows 2000, Windows 98.

SYMANTEC CORPORATION
Santa Monica, California (Contracted through Pro Unlimited)
Quality Assurance Analyst, July 2000 - February, 2002

Coordinated the redesign of the Symantec Learn More pages for Macintosh Products. Created, configured and maintained a testing server, including interface design, navigation solutions, internal chat, BBS, assorted CGI test scripts and links libraries. Developed and executed QA test documents and submitted bug reports. Developed an in-depth knowledge of products and techniques to efficiently test software. White and black box testing of Norton Utilities, Norton Internet Security and Norton Personal Firewall. Advised management and peers on technical issues. Installed hardware and software. Operating Systems: Mac OS, Mac OS X, Darwin, UNIX, Linux. Programming familiarity: HTML, CGI scripting, JavaScript, and Perl.

EARTHLINK NETWORK
Pasadena, California
Quality Management Specialist, January 2000 - July 2000

Responsible for monitoring a combination of skill set departments including: Account Maintenance, Billing, Reclamation/Salvage, Major Accounts, Help Desk, Escalations Group, Upsell/Product Inquiry, Retention Services (occurring on an on-going basis to ensure positive member interaction), and Account Resolution. Decelerated high anxiety situations through a dedicated focus on customer satisfaction.

NIGHTSHIFT PRODUCTIONS
Los Angeles, California
Freelance Graphic Artist and Web Developer, 1994 - Present

Design and provide creative content solutions, with evolving functionality for freelance client web presence. Including hand coded HTML, Dreamweaver, CGI scripting, JavaScript, embedded audio and video.

EARTHLINK NETWORK
Pasadena, California
Major Accounts Technical Support / Macintosh Specialist, October 1998 - July 2000

Delivered quality technical support, including extreme customer service escalations on Tier 1, Tier 2, Major Accounts and VIP members. Decelerated even the most unhappy member. Excellent problem solving skills in all things Macintosh and exceptional proficiency in Vantive 8, Excalibur, Rmod, Explorer, Outlook, Outlook Express and Netscape Communicator.

DORFFMEISTER MUSIC
Studio City, California
Personal Assistant, 1997 - 1998

As personal assistant to composer Stephen Dorff, Sr., responsibilities included managing basic office operations, including shipping and receiving, tracking of FedEx shipments, scheduling appointments and coordinating Mr. Dorff’s calendar, telephone reception, email updates and filing ASCAP submissions. Also specialized in extensive problem-solving for Macintosh. In-house Macintosh guru.

P.C.C. BRIDGE NEWSPAPER
Portland, Oregon
Production Artist / Staff Artist / Advertising Designer, 1994 - 1995

Using QuarkXpress and PhotoShop, responsibilities included image creation, scanning, correction and manipulation.

TONKON, TORP, MARMADUKE & BOOTH
Portland, Oregon
Communications Center Technician, 1993 - 1995

Working in a large law firm (50+ attorneys), responsibilities included fax machine operations, messenger services, file duplication, communications via email, voice mail and memo, and the prompt and accurate completion of extensive secretary and attorney requests.

EDDIE MAY MYSTERIES
Portland, Oregon
Actor / Prop Designer / Costume Designer, 1992 - 1996

Toured Europe and the Arctic region with the Department of Defense Overseas Show Division.

NIGHTSHIFT ILLUSTRATION
Portland, Oregon
Graphic Artist and Illustrator, 1990 - 1994

Assignments included creation, design and layout of logos, posters, brochures, as well as black and white illustration, lettering and calligraphy and corporate identity.

OREGON COMMUNITY SUPPORT
Corvallis, Oregon
Specialized Personal Companion, 1989 - 1990

Accompanied an autistic adult male in his daily activities, helping him to function at the highest level possible within his limitations. As he was prone to violent behavior, I was required to think and act quickly to restore balance and calm whenever his highly structured existence was disrupted.

FREDERICK & NELSON
Seattle, Washington
The Stat Man 1987 - 1989

Operated and maintained the AGFA Repromaster 3000 stat camera. Planned and scheduled projects, produced stats, halftones, type effects, paste-up production for advertising department, and spot illustration. Developed and coordinated expansion of camera department. Also worked with designers to troubleshoot and creative solutions to creative challenges.

SEATTLE ART
Seattle, Washington
Graphic Artist and Technician 1986 - 1987

Planned and scheduled projects, took orders, provided estimates and executed billing. Extensive camera work and maintenance of the VGC Total Camera II (stat camera), order and display of graphic design books, customer service and sales. Developed extensive knowledge of color imaging processes.

CAMBRIAN NEWS AND PRINTS
San Jose, California
Layout Artist 1981

Duties included newspaper paste-up, layout, negative stripping and bindery.

SKILLS • Mac OS, Mac OS X, UNIX and Linux. • PhotoShop, QuarkXpress, Illustrator, Dreamweaver, Word, Excel, FileMaker Pro, Symantec Products. • Vantive, Excalibur, Rmod. Very comfortable on the Command Line. • HTML coding, CGI and SSI tweaking, JavaScript and Perl familiarity. • Technical Support, Customer Service, Server Content Provider and Maintenance. • Illustration and Graphic Design and layout. • Excellent 10 key and data entry skills. Touch typist ­ 70 wpm. • White and black box testing, bug reporting and tracking. Test case writing and updating.