Andrew W. Bowie
717 579 9628 • andrew.bowie@abcomputing.com
Mechanicsburg. PA 17055

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SUMMARY

Systems Engineer with extensive experience in troubleshooting, front line technology support and configuration. Proven abilities in troubleshooting systems including hardware, software and networking resulting in consistent quality and customer satisfaction. Adept at analyzing root cause issues and problem resolution. Excellent customer service, communication and relationship building skills.
 

TECHNICAL SKILLS
Operating Systems
Microsoft OS (Windows XP, 2000), Mac OS, Unix, Solaris
MS Office

Employment
 

• Troubleshooting hardware and software issues to determine specific failures
• Analyze networking issue regarding connectivity – packet loss, collisions etc
• Take incoming calls or tickets assigned for call back
• Verify account/contract level/support information, contact information
• Gather information regarding malfunctions, faulty part, error messages; analyze errors to determine software or hardware issues.
• Dispatch parts shipments, or onsite engineer tasks
• Follow up with customers for parts and other issues
• Sun OS / Systems from Desktop to Mainframe

• Perform basic troubleshooting and resolve assigned problems regarding store registers, terminals/workstations, printers, universal power supply (UPS) devices, telephones, gift-card readers, magnetic-strip readers, radio frequency (RF) input devices, servers, and registers
• Install hard-drives on servers. Migrate software when replacing hard-drives.
• Troubleshoot ScriptPro prescription processing machine.
• Track problem resolution when dispatching a third-party vendor or Rite Aid Field Technician to complete on-site repairs.
• Escalate problem calls to higher-level representatives when necessary or request guidance when obstacles prevent timely resolution.
• Log, code, and prioritize calls while assigned to dispatch duties.
• Seek out additional formal and on-the-job training to expand skills required to meet business demands and to prepare for promotion to higher-level support roles.
• Thoroughly detail all actions taken and maintain progress reports within the current problem-tracking application.

·     All phases of customer service, including, billing and invoices, basic troubleshooting on wireless phones and PDA’s

Awarded three employee of the month awards as well as an employee technical tip of the month, and an award for kudos from a customer.

• Setup customer mail for domains, and added aliases.
• Assisted customers in basic HTML for website.
• Troubleshot scripts such as CGI and PERL.
• Assisted customers with SSI scripting.
• Provided assistance with domain transfer.
• Assisted in setting up stores and credit card billing.
• Sent service requests to engineers to correct problems or errors.
• Passed test for promotion to Senior Web hosting technician.
  
   

• Responded to telephone inquires from remote users relating to internet connectivity.
• Reviewed and verified user account information.
• Interviewed users and utilized on-line diagnostic applications to define the scope and probable cause of system error.
• Guided users through steps to correct configuration conflicts, network errors or connectivity failure.
• Initiated remote repairs and reconfigured dialup networking access.
• Provided troubleshooting support to a wide range of novice and intermediate users on Microsoft and Apple computers.
• Maintained a consistent record of resolving 85% of support calls.
• Collaborated on various transitions when company acquired other smaller companies.
• Collaborated with a team to create virtual applications which technicians used to troubleshoot and fix customer problems.
  
   

• Assessed additional duties of billing and credit card validation.
  
   

• Designed and presented customized training programs pertaining to the internet, pc workstation configuration, selection, installation, use, and maintenance.
• Troubleshot issues with customer computers, and made appropriate repairs, or recommendations.

Education

Computer Learning Network   1994
Certificate: Basic Computer Operations
Areas of Study: PC Applications, AS/400 Systems, Troubleshooting and System Maintenance.

Harrisburg Area Community College - 2000/2004
Introduction to Microcomputer - 2000
Excel - 2004

MindSpring Enterprises/EarthLink Inc.
Continuing Technical training in the Internet, Networking Solutions, Connectivity and Configuration Issues, On-line Diagnostics, Web creation, Unix, PERL, CGI, Zone Files, Domain setup.

Independent Study
Web Page Design, HTML Editors, UNIX,  and anything relating to website creation, and the Internet in general.