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