Résumé

Alan P. Scott - Résumé

make me an offer i can't refuse

Alan P. Scott
706 SE 60th Avenue
Portland, OR 97215-1906
(503) 231-0972
ascott@pacifier.com
WORK EXPERIENCE
October 1994 - present	Help Desk Coordinator Communications and Information Resources Evergreen School District, Vancouver, WA
RESPONSIBILITIES	Provide first- and second-tier support for approximately 2,500 users of an evolving, heterogeneous network. Apple and IBM-compatible PCs, Novell Netware and Windows Active Directory, and thin client (Citrix Metaframe) systems, software and telephony. Dispatch appropriate technicians on unresolved issues. Provide synopses, FAQs and other tools to help users help themselves. Document and track 20-40+ calls per day using Lotus Notes-based help desk software. Provide reports and executive summaries to management as needed.
Technical Skills	Configure and troubleshoot a wide range of software, operating systems and equipment on Macintosh (Appletalk), IBM-compatible (Novell Netware and Windows 2000/WinXP) and thin client (Citrix Metaframe) networks. Provide remote hardware support for Dell and IBM PCs; Wyse thin clients; Macintosh Centris through iMac and PowerMac G4. Provide applications support, including: Microsoft Windows XP, 2000, and 95/98 Macintosh System 7 through MacOS 9. Microsoft Windows Active Directory account, file and server maintenance. Novell Netware account administration, print queue maintenance and other tasks. Microsoft Office products, primarily Excel and Word for Windows and MacOS. Lotus Notes email. Telephone (PBX) and voicemail system. Netscape, Internet Explorer and Mozilla web browsers. Workstation IP/DHCP setup and troubleshooting. Remote terminal software (Reflection/Win and Versaterm/Mac). Unix shell. PC-DOS up through version 6.22 (7.x if you count Win95/98's DOS prompt). Monitor Cisco network status using CiscoWorks.
Clerical Skills	Touch-type up to 80 wpm. Highly accurate and consistent spelling, grammar and punctuation. Meticulous attention to detail.
Interpersonal Skills	Excellent communication skills. Elicit accurate information from, and provide clear instructions to, computer users of varying degrees of proficiency. Retain a sense of humor under stress. Calm upset callers.

November 1989 - July 1994	Information Systems Specialist Visiting Nurse Association of Los Angeles, Inc. 520 S. LaFayette Park Place, Suite 500 Los Angeles, CA 90057
Accomplishments	Compiled a five-year analysis of company turnover, salaries, cost-per-hire, and demographics. Performed a statistical analysis of patient interviews, considered significant in acquiring Federal funding for the company's AIDS psychiatric program. Created and maintained dBase-compatible databases for employees' Hepatitis-B vaccination records and contract therapists' licensing and contact information. Compiled annual fringe benefits statements from payroll history and Fringe Facts® benefit statement software.
Responsibilities	Provided in-house technical support for software and hardware; diagnosed hardware problems and performed routine maintenance. Entered all updates for more than 1,000 employees into ADP Interactive Personnel/Payroll system. Administered payroll system security and ensured integrity of company data by fast, accurate data entry and code table maintenance. Generated monthly reports for executive team and office managers. Searched online databases for current medical and psycho-social research citations.

OTHER WORK EXPERIENCE
August 1988 - June 1989	Data Entry Comdata Network, Inc. Transportation Division Nashville, TN
November 1985 - May 1988	Payroll, Accounts Payable, other duties Chili Willi's Mexican Cantina Huntington, WV
June 1984 - July 1985	Assistant Manager Greater Huntington Theater Corporation Huntington, WV

EDUCATION	MARSHALL UNIVERSITY Huntington, WV B.S. cum laude, Computer & Information Science, May 1988 Minor in English

CONTINUING EDUCATION	A+™ CompTIA Certified Service Professional June 10, 2000
	Advanced Windows 95/98 Troubleshooting Portland Community College Class completed December 1999.

References available upon request.

Last modified May 17, 2003.

Contact me:

ascott@pacifier.com