Allen Harrison

1258 - Marionola Way, Pinole, CA94564-2120

Home #: 510-964-0184 – Cell #: 510-459-4422

Help Desk, Desk Side, Desktop, Technical Support Specialist

I am the Poised, Polished, Patient, Proficient, ProfessionalFace that every IT Support entitywants to presentto theirCustomers. I boast preeminent teach-ability and a “Can-DO”, “That‘s why it’s called “Work” presence. An empathic,insightful, perceptive, Customer Service Driven IT Professional, I possess an exceptional history of Management and Technical Successes in a broad range of IT arenas including; Management, Application/Technical Support and Development;Training;Lotus Notes, Email, AD and Network Administration and development and implementation of a variety of solutions in support of business objectives. Acredentialed ‘Expert’ in Customer Service and Interpersonal Communication; I am an ‘Inspired’ Team Leader and Environmentalist and a clear, articulate, concise verbal and written technical and non-technical communicator.I possess high orderorganizational and prioritization skills and I am consistently professional in appearance, presence and demeanor–I am atraditional “Gentleman” in every sense of the word.

Areas of Expertise:

  • Interpersonal Communication Skills
  • A “Contagious” Comportment Style
  • Technical Troubleshooting
  • Creative Problem Resolution
  • Product Development
  • Management of IT Professionals
  • ISO Awareness
  • Team & Project Leadership
  • Policy Planning & Implementation
  • Data Integrity/ Disaster Recovery

Technical Proficiencies:

Certifications:MCSE;MCP; MOS;A+; and DSCE

Platforms:MS Windows Operating Systems 3.0 through Vista & MS Server4.0 through Vista

And MS OS 7 Beta; Linux

Networking:AD; DHCP; VLAN; DNS/DDNS; WINS; POP; TCPIP; PPTP; VLAN;WAN/LAN

Linux Red Hat; Novell, IPX/SPX, SQL Server, IPSec Firewall Configuration.

Tools:EPIC, LAN Managers, Checkpoint, Ghost, McAfee, Norton & Other, Virus

Protection, Qwest, DameWare, LanDesk, Remedy and a broad assortment of Utilities, Lotus Notes 4.0 through 8.0, Microsoft Office Suite versions 4 through 2007.

Professional Experience: August 1999To Present

ALH Enterprises, Ltd

Pinole, CA94564

IT/PC/Network Support Consultant, Web Designer and Notary Public

Duties and Responsibilities: Professional Manager/Consultantand sub-contractor for Personal / Business PC and ServerSupport including upgrades, roll outs, repair, support, data recovery,WSUS andhardware maintenance. Perform Hands on and Remote Client and Server Application installation, training, maintenance and support.. Function as Network,Active Directory and Disaster Recovery Procedures and Administration.Use ‘Ghost’ to create, update and maintain PC and Server images. Install and Design Networks and provide Support for Personal and Enterprise PDAs. Web Design consultation and implementation. Notary Public & Finger Print Technician.

City Of vacaville

650 Merchant Avenue

Vacaville, CA94688

IT/PC and Network Support Consultant

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Professional Experience (continued):

City Of Vacaville(continued)

Duties and Responsibilities:Used the Remedy call tracking system todocumenttechnical, analysis and correction of computer and network problems ata City Government Level. Trouble-shot,supported, configured, deployed, and maintained desktops, laptops, printers, specialty equipment and other peripherals in a multiple version Windows environment. Providedphone and desktop support for PC, peripheral, AD and Network Administration to support a full spectrum of end-users and issues. Managedwork flow scheduling, prioritization and processing of Customer service requests and equipment workorders. Responsible for a broad range of supportover a collection of Domains includingproprietary, high security police and fire domains, equipment and applications to complete mobile and remote computing support for squad cars. Used “Ghost” to configure and deploy new systems. Updated images and oversaw WSUS. Performed routine maintenance and otherwise insured that the PCs and network resources under my purviewwere available with minimal downtime. Conceptualized Customer’s verbal explanations into actionable problems and corrected them to each Customer’s complete Satisfaction. Installed, maintained and supported Palms, Blackberrys and other PDAs. Responsible for Inventory and asset management

ContraCostaCounty Health Services January 2003 to October20071320 Arnold Drive, Suite 260

Martinez, CA94553

IS Technician

Duties and Responsibilities:Used LanDesk Lotus Notes Ticketing System to document all work order and service request based desktopand telephone support actions for 6000 medical and administrative staff in a Public Health Care environment that spanned the entirety of ContraCostaCounty. Application Support included AD,all Windows OSs, Office Suites, Lotus Notes 8.0, EPIC, and an assortment of main frame Interfaces. Configured and installed new systems and performed Ghost reimaging and redeployment of older ones. Researched and deployed Anti-Virus, Ad/Spyware protection tools and utilities to insure a safe, productive computing environment. Organized, prioritized and executed work orders received via Blackberry. I efficiently supported all hardware and software necessary to insure the highest possible level of Customer and Patient Care. Developed an Automatic Customer Feedback system that Garnered more than 200 personal Customer testimonials.

Adecco Employment Services February 1998 to January 2003

1350-Old Bayshore Highway

Burlingame, CA94010

North American PC Support Manager

Duties and Responsibilities:Managed a National Help Desk consisting of 35 direct reports. I personallyinsured consistent Excellence in Technical Support and Customer Service. Provided Management Level Technical Support, Product Development and MIS systems viability for more than 860 branch offices in the United States and Canada. Coordinated and scheduled all Help Desk activities relative to internal product development, QA, rollout and change control issues. Created and monitored an Aspect problem solving database for all Technical support issues. Developed and oversaw a computer lab for support, testing and in-house product development. Nurtured, Developed and Trained staff in technical skills, Customer Service and career goals. Used Crystal reports to manage and report SLAs and to successfully insure that departmental goalswere met and Executive Mandates fulfilled. Personally, took responsibility for escalated Customer Service and technical issues.

R e f e r e n c e s

Available upon Request