PHIL OSBORN, RESUME

Phillip L. Osborn
10176 Portsmouth Rd., Apt. 6, Manassas, VA 20109
PHONE 571-659-8750
E-MAIL:
SUMMARY
Professional with over 14 years of experience in the computer industry as a computer technician, WAN and LAN technical specialist, and support representative. Background includes user support, systems installation, repair, maintenance, troubleshooting, problem resolution, installation of structured wiring systems, and purchasing new equipment. Proven record of success reducing down time and project time, increasing controls, and eliminating errors.
PROFESSIONAL SKILLS/ QUALIFICATION
System Administration/ Troubleshooting
OS and program installation and configuration, Windows administration (Windows XP and onwards), Apple administration (OSX 10.3 and onwards), disc imaging (Ghost, Acronis), data backup/ recovery, malware removal and prevention, building computers from selected parts.
Network Administration
Planning and maintaining local and wide area networking architecture(small to medium business), managing Active Directory, puTTY,server setup and administration (file servers and web servers), tape backup, use of remote desktop clients (Windows Remote Desktop, pcAnywhere, Bomgar etc.) for administration and troubleshooting.
Programs
MS Office, trouble ticketing software (such as Remedy, Astea, etc.), HTML editors (Frontpage, Dreamweaver), audio/video editing software (Soundforge, Cakewalk, Vegas, Pinnacle, etc.), Flash, image editing software (Photoshop, Paintshop etc.) virus removal tools (ESET, Symantec, Malwarebytes, TDSS Killer, Runscanner etc.).
Other
Strong verbal/ written communication, web design (creation of HTML and media, maintenance of site), consultation on effective method to accomplish IT goals, passion and active interest in learning new skills as well as improving existing ones.
CERTIFICATIONS
  • A+ Certification - CompTIA
  • Apple Certified Macintosh Technician (ACMT)- Apple
  • Dell Certified Technician –Dell
  • Toshiba Certified Technician –Toshiba
  • Lenovo Certified Technician - Lenovo
In Progress
  • Security+ Certification - CompTIA

EDUCATION
Paint Branch High School, Burtonsville, Maryland - Graduated 1992
PROFESSIONAL EXPERIENCE
Technical Lead (Tech III/Tech Support Lead) – Micro Center / 2007-Present
Responsibilities:
  • Diagnose/repair hardware and software issues with Windows-based (XP/Vista/7/8/Server 2003/2008)hardware (desktops, laptops, all-in-one’s, tablet pc’s and servers) of every manufacture as well as Apple computers (OS 10.3 and later) of all varieties (iMac, MacBook, MacBook Pro, MacBook Air, Power Mac, Mac mini), and Linux-based machines.All manner of hardware/software installation, removal, upgrade and configuration performed on this equipment as well (including the removal of viruses and other malicious agents).
  • Used Astea to maintain trouble tickets (work orders) entailing documentation detailing work from start to finish and every step in between, ordering and tracking of needed parts from various sources (vendors and in-house) and all charges assessed for the work done.
  • Required to possess a deep understanding of the core principles of the behavior, function and design logic of computer hardware and software as it applies across all platforms to work in ahigh volume environment without the use of any knowledgebase or troubleshooting guides.
  • Performed data recovery/migration/cloning from failing units or as a matter of upgrade both like-platform and cross-platform (e.g. Windows 7 to OS X).
  • Performed build/configuration of more complex machines designed for extreme gaming, audio/video recording and editing, security surveillance and hosting virtual environments (commonly VMware or Parallels) as well as all of the various RAID configurations, alternative cooling solutions and multi-boot machines (including Boot Camp).
  • Provide support for staff of 100+ users for standard office-use software such as MS Office Suite 98-2010 (including Word, Excel, Outlook, PowerPoint and Access) Adobe Acrobat, ProComm Plus, puTTY, Internet Explorer and Firefox (as well as necessary plugins).
  • Provide email support on a wide range of platforms (Outlook, Outlook Express, Windows Live Mail, Mail (Mac), Eudora, Thunderbird, Android, iOS, Blackberry etc.) for accounts using POP3, IMAP and Exchange.
  • Provide staff support troubleshooting and resolving network connectivity issues with computers and printers over multiple networks and vlans.
  • Provide support to customers and staff with training and education in the use and configuration of hundreds of off-the-shelf hardware and software products.
  • Authored and oversaw the teaching of in-store clinics and introductory-level training classes.
  • Developed and implemented an inventory tracking system for hundreds of store-use assets to include their unique identifiers, physical location and network configuration to help ensure against loss and vastly decrease the downtime of failed/replaced/moved equipment.
  • Provide general use/configuration support for mobile devices (Tablet, Android, iPad, iPhone, iPod) as well as their associated software packages (PC and Mac).
  • Responsible for determining the need for and implementing equipment refresh of store assets.
  • Responsible to lead a team of 7-9 technicians and 2 helpdesk staff, keeping them current on SOP’s as well as providing them with technical training and defining department best practicesin conjunction with the Customer Service Manager.
  • Designed, implemented and maintained department specific intranet to keep staff actively aware of news and policy changes, to allow management staff to track status of their reported issues and to host an ftp for the myriad of software tools utilized by the service and repair department. The server was secondarily setup for utilization as cloud storage for essential system backups.
  • Responsible to participate in the interviewing and hiring of technicians and help desk staff to qualify their technical knowledge and experience.
Selective Achievements:
  • Received accolades both locally and regionally for resolving many longstanding technical issueswithin the first 90 days of employment.
  • Asked to move from my initial role as help desk lead to tech III in order to make an immediate positive impact on a struggling service depot.
  • Extremely high track record of diagnosing and confirming issues within 15 minutes (85% or higher) and turning units same day or within 24 hours.
  • Frequently requested as consultant by business start-ups and IT professionals on a wide range of topics of which they are unfamiliar, seeking detailed understanding or need a concise but clear overview.

Contractor/Instructor – Self-Employed / 1994-2007
Overview:
Independently contracted to do work in the following fields: Web Design/Maintenance, Computer Design/Repair, Small Business Networking, Audio/Video Editor, Product Specialist, Clinician (Web Design, Game Level Design, Music Education, PC and Network Troubleshooting, Product Demonstration).
Selective Achievements:
  • Managed and maintained all aspects of an independent contractor business including client record keeping, expense reporting, scheduling, creating instructional documents, as well as creating the product or procuring the knowledge to perform the task in question.
  • Required to remain current and knowledgeable in a variety of quickly evolving and unrelated fields to facilitate continued work opportunities.

References and Older Work Experience available on request

Page 1 of 3