JOEL G. SHOEMAKER, CNA
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CAREER OVERVIEW

More than five years experience performing computer technical assistance on Windows Vista/XP/2000/98/95/3.1, Macintosh, and DOS-based PC's. Both hands-on (deskside) and help desk (phone) support done. Accomplished in supporting a wide range of computer hardware and software types, models and brands. Proficient in working with various network environments, technologies, and protocols. Also, seasoned in administrating Novell NetWare 3.x/4.x-based networks with Windows 98/95/3.1 and DOS clients.

AREAS OF EXPERTISE

• In-depth knowledge of a wide variety of Apple, Compaq, Dell, IBM, and Toshiba computers, laptops, workstations, and servers.
  
  
• Extensive experience in installing and troubleshooting operating systems (Windows Vista/XP/2000/98/95, Windows 3.1 and DOS, as well as Mac OS X, 9, 8, and 7.x), including clean installations, reinstallations, imaging, configuring, and upgrades/updates.
  
  
• Skilled in managing various computer peripherals, inkjet and laser printers, HP JetDirect cards/boxes, external/removable drives, CD-ROMŐs, CD towers, modems, scanners, digital cameras, as well as other USB, FireWire, and SCSI devices.
  
  
• Able to install and configure internal PC components, including drives, memory, and expansion cards.
  
  
• Considerable amount of experience working with diverse types of technology, including: communications, Internet-related (web browsers, email, FTP, telnet, remote access), networking components/protocols (hubs, switches, routers, TCP/IP, Novell, IPX/SPX, AppleTalk, peer-to-peer, VPN), and numerous software packages (Microsoft Office 97/2000/2002/XP/2003/2007, Outlook 97/98/2000/2002, anti-virus programs, accounting software).
  
  
• Capable of fully utilizing and accessing the Internet and its resources, including the know-how to setup and configure user accounts for different connection methods (dialup, DSL); also familiar with many useful online offerings (such as reference databases, file archives, and news and information-oriented sites). Also, experienced in the areas of web page design (HTML) and web site setup and administration (Microsoft IIS).
  
  
• Put together extensive documentation for many different support procedures. Up-to-date on current computing trends, upcoming hardware and software releases, and known technical issues or problems. Further, type approximately 70 words-per-minute.
  

RELATED EMPLOYMENT

Gwinnett County Public Schools, Lawrenceville, GA (April 2004 - Present)
Technology Support Technician
Primary function is to facilitate the implementation of technology at the local school and to support the local school administrative and instructional programs through technical support and troubleshooting. Involves hands-on diagnosis and resolution of both hardware and software-related issues, as well as general network administration, including manipulation of directory object such as users, workstations, printers, and groups.

Acuity Specialty Products Group, Inc., Atlanta, GA (July 2003 - March 2004)
Help Desk: Support Analyst
Handle phone and email-based incoming requests for technical assistance from both internal users and sales representatives. Aid callers with an assortment of issues, ranging from network connectivity to laptop reconfiguration, along with proprietary software support and UNIX system use and maintenance. Log and assign tickets in all cases, taking charge of each incident until problem is resolved to customer's satisfaction.

Peachtree Software, Inc., Norcross, GA (Sep. 2002 - Feb. 2003)
Help Desk Support: Product Support Representative (temporary position)
Received and resolved customer questions and issues regarding client accounting software applications and services primarily by direct telephone contact. In addition, provided basic Windows and network support relating to products being used. Was able to define problems, collect data, establish facts, and draw valid conclusions based on customer feedback. Accurately updated and maintained customer, technical, and enhancement databases.

Turner Entertainment Networks (TBS), Atlanta, GA (Aug. 2000 - Sep. 2001)
Technology Support: Technical Analyst II
Lead support for 50 to 60 personnel in a fast-paced, demanding research department. Responsibilities consisted of computer hardware and software support, development of documentation for business support procedures and inventory records, and managing equipment acquisition and deployment. Worked in cooperation with other technology support groups to ensure efficient and prompt response to research management and staff needs, providing continual communication to all involved.

Cobb County Public Schools, Marietta, GA (Oct. 1997 - Jan. 2000)
Technology and Computer Support: Technology Support Specialist III
Responsible for maintaining computer, server, and network functionality. Included regular troubleshooting of PC and Macintosh hardware and software, as well as network components. Administration of network programs, users, groups, and printers performed on a daily basis. Frequently worked closely with others in a number of environments when determining a problem's cause and solution. Occasional technology training done.

ADP SoftPay Services, Norcross, GA (April 1997 - June 1997)
Technical Support: Product Support Representative (temporary position)
Assisted clients with product features such as payroll postings, payroll calculations, and tax/invoice inquiries, providing technical PC hardware/software support when necessary. Did follow-up on all correspondence received from clients, making proactive outgoing calls as needed to ensure quality service, while keeping appropriate contact records.

GE Capital TMS Help Desk Center, Norcross, GA (Jan. 1997 - March 1997)
PC Hardware/Software Support: Customer Support Representative (temporary position)
Phone support for consumer oriented NEC computers. Included helping customers with hardware and software installations, Windows 95 and 3.1 troubleshooting, and general computer usage. Job responsibilities also included handling customer service issues, the logging in and processing of customer calls, as well as gaining in-depth knowledge of the two dozen or so computer models being supported.

Best Buy Co., Inc., Smyrna, GA (April 1994 - May 1996)
Retail Sales and Support: Product Specialist/Senior Product Specialist
Responsible for selling and supporting products (including computers, monitors, printers, peripherals, upgrades, and software). Customer support done both in person and over the phone, assisting customers whenever problems arose with an item purchased, as well as when products were being considered or needed to be installed.

EDUCATION

Kennesaw State University, Kennesaw, GA
(IS Major) 1+ year attendance, 1996-98

Georgia State University, Atlanta, GA
(Undeclared Major) 1 year attendance, 1994-95

Southern Institute of Technology, Marietta, GA
(Architectural Major) 1 year attendance, 1993-94


(Download a Word document version of my resume here.)