Robert A.

Dahn
127 Beech Ridge Dr. Phone: (614) 397-5568
Powell, Ohio 43065 Rd8267@hotmail.com

Helpdesk / Desktop Support Specialist

Summary of Qualifications:

• Currently hold CompTIA A+, Network +, MCP, Dell certifications as well as working on my Security + certification
along with over fifteen years working helpdesk and desktop support specialist
• Comprehensive experience in a wide range of Technologies, Protocols, Hardware / Software and Networking
• Thorough knowledge of Networking and Wireless Infrastructure, System Access and effective problem resolution processes.
• Personal strengths include being a highly motivated, organized, and energetic team player committed to insuring
user satisfaction and uninterrupted availability of systems
• Excellent communication skills, customer interaction skills, diagnostic/troubleshooting skills and great mechanical ability
• Military Experience: U.S. Coast Guard Veteran with over twenty years of service

Skills:
Operating Systems:
Windows 95 / 98 Windows XP Windows NT
Windows 2000 Windows Vista Windows Server 2000 / 2003
Software / Applications / Tools / Networks / Protocols:
Microsoft Office Suite (MS Word, Excel, PowerPoint, Outlook, Access)
Adobe Products QuickBooks Lotus Sametime Peregrine
Remedy Service Desk Eagle ticketing system Peachtree
Norton Ghost Imaging Norton Utilities MS Exchange MS Front Page 98/2002
MS Active Directory (AD) Routers Switches Windows Remote Desktop

Support Skills:
Telephone Support for local and remote users Network Connectivity issues
Computer Configuration User Application Training
PC / Laptop redeployment Network and Standalone Printer Configuration
Inventory control Windows XP Remote Assistance
Server Tape Backup Break / fix
Rack and Stack Diagnostic/Troubleshooting skills
Desktop Computers:
Dell Compaq e-Machine Custom Build
Laptop Computers:
Dell Gateway HP IBM
Printers:
Dell Lexmark HP Xerox
Peripherals:
Networking and wireless components Hard Drives Video Cards
CRT and LCD monitors DVD Drives CD Rom Memory
Modems Network Interface Cards Hubs and Switches Scanners
Printers Fax
 Continuing Education:

CompTIA Security+ courses (Preparing for the CompTIA Security+ Examination

Certifications:

Certified COMPTIA A+ Hardware/OS

Microsoft Certified Professional for Windows NT 4.0

Network+

Dell Certified

Career Experience:
JPM Chase, Columbus, Ohio 2009 - 2009
Desktop Support Specialist – Tier II, Consultant
• Tier II desktop support for Chase/Washington Mutual conversion
• Call Center/phone support for the end user while restaging and configuring from the old Washington Mutual
banking computer systems over to the Chase banking computer systems
U.S. Army Columbus Recruiting BN, DSCC, Columbus, Ohio 2007 - 2009
Information Management Specialist, Consultant
• While working as a team member, we provided remote and on-site Windows XP support for the Army recruiters.
• Responsible for maintaining user accounts in Active Directory, Cisco ACS and IMS systems
• Tasked with, and successfully maintained the tape backup library for the on-site BN server
• Appointed as the Information Assurance Security Officer, (IASO), to perform information systems security
functions for each computer or contiguous group of computers in the area

Omnicare Inc., Dublin, Ohio 2007 – 2007

IT Helpdesk Support Specialist

• Worked Tier II helpdesk phone technical support
• Successfully analyzed equipment and/or system malfunctions, reset devices, and replaced hardware
• Administered VPN, Cisco Security, Microsoft Outlook, Exchange, and other user accounts
PC Magic, Powell, Ohio 2001 – 2007
Owner Independent Hardware / Software Support Consultant
• Provided on-site computer repairs/upgrades and troubleshooting for home and small business
• Consistently received high recommendations from satisfied customers.

Micro Electronics Inc., Hilliard, Ohio 1996 - 2001

Senior Support Specialist
• Call center technical support for PC and Macintosh OS, hardware and software.
• Facilitated hardware and troubleshooting training for existing and new employees

U.S. Coast Guard, Hampton Bays, New York 1974 - 1996

Computer System Administrator / Financial Manager
• Human Resource Manager/Financial Manager. Maintained AP/AR and General Ledger
• Computer System Administrator for multi-user, multi-workstation platforms