Mark R. Havens
3613 Frankford Rd. #1035        Phone:        972.820.6855
Dallas, TX  75287-6143        Email:        mrhavens@yahoo.com


Objective
        Advanced Technical Support Representative 


Summary of Qualifications
* Over 2 years of technical support experience in the healthcare industry.
* Extensive experience with Windows 9x, Windows NT, Word, Outlook and Access.
* Very strong DOS background, with an even stronger command of batch file programming.
* Experience with various network environments, including NT, Netware and UNIX. 
* Excellent written, oral and interpersonal communication skills.
* Highly experienced with providing excellent customer service in a fast-paced environment.


Relevant Experience
        Technical Support:
                Microsoft
* Resolved external database connectivity issues with e-commerce sites developed with FrontPage.
* Created example source code in javascript, vbscript, ASP and VBA to address software limitations in FrontPage 98 and 2000.
* Consulted with web developers on corporate web site design and Microsoft software functionally issues.
                FT Mortgage
* Provided lead support on all Platinum enterprise management software in the company.
* Resolved CCC/Harvest broker issue that resulted in resource expenditure reimbursement from Platinum.
* Discovered and resolved subnet routing problems with NT servers and workstations.
* Designed and implemented a front-end application in Winbatch, which resolved design problems in Platinum project management software.
        Ichthus Business Technology.
* Provided advanced technical support to various health care companies, including: Columbia Valley Regional Medical Center and Whispering Palms Nursing Center.
* Migrated existing accounting and management data to operate with newly implemented software.
Office of the Attorney General
* Supported existing Ethernet networks and diagnosed cabling and routing problems.
* Provided hardware and software support for all Netware 3.12 client systems
Price Village Medical Center
* Supported existing ARCnet network and implemented Ethernet on all new systems.
* Implemented and supported a new branch office network running Netware 3.12.
* Supported existing Netware 2.2 network and all workstations.  (Non-dedicated server)


Work History
        1999-present        Independent Technical Consultant                Dallas, TX        
        1999                Microsoft Support Engineer – (Contract, CompConTech)        Microsoft        Irving, TX         
        1998-1999                Projects Engineer – (Contract, TekSystems)        FT Mortgage        Dallas, TX        
        Concurrent with Education:
        1995-1998                Systems Engineer/Consultant        Ichthus Business Technology        Brownsville, TX        
        1995                Information System Support Specialist – (Internship, TSTC)        Office of the Attorney General        Austin, TX        
        1994-1995                Network Administrator        Price Village Medical Center        Brownsville, TX


Education
        1994-1998                Texas State Technical College        A.A.S. Computer Science                Harlingen, TX
        Concurrent with TSTC
        1995-1998                University of Texas at Brownsville        Computer Science Program        Brownsville, TX


Certifications
                Brainbench        http://www.brainbench.com/
                        NT System Administrator         Transcript #31827
                        UNIX System Administrator