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