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J. DANIEL O.
Desktop Systems Specialist highly skilled in providing technical support in local, distributed and remoteaccess
environments. Known as a true business partner who creates useable and budgetconscious solutions that meet
organizational goals. Possesses strengths in training, documentation, and developing innovative solutions.
Multiple Desktop Platforms
MacOS / .x, Windows / NT / / XP / Vista, Ubuntu Linux
Microsoft Office, OpenOffice, Adobe Acrobat, AppleWorks, FileMaker Pro
Adobe Creative Suite, GIMPshop, GraphicConverter, Audacity
Telephony / VOIP
Cisco CallManager with Unified Messaging, Nortel Option c, Lucent Definity
Web Design / CMS
HTML, WordPress, Joomla, phpBB, FTP, RSS
Remote Access and Support
Citrix, Cisco VPN, VNC, YuuGuu, DimDim, Remote Desktop
Cisco MeetingPlace, Microsoft LiveMeeting, Skype, instant messaging
Audio / Video
Nonlinear editing, live audio staging, podcasting
NATIONAL COLLEGIATE ATHLETIC ASSOCIATION NCAA, Indianapolis, IN
Provided firstline technical support for users via webbased help desk tickets, phone, and after hours escalated
issues. Remote access support via Citrix, Cisco VPN, dialup, and Exchange / Outlook Web Access for both standard
operations and disaster management.
Primary Support Technician for MacOS; installed and supported Parallels Desktop virtualization and Adobe
Handled MAC Moves / Adds / Changes and troubleshooting in wire closets including punchdown and Cat.
Phone system administrator for traditional PBX and voice mail system.
Migrated and updated users to Macintosh /X, Windows /XP/Vista, Microsoft Office //XP//.
Webconference and Videoconference client support with WebEx, PlaceWare, Microsoft LiveMeeting, Cisco
MeetingPlace, CUPC Cisco Unified Personal Communicator.
Set up and supported IT needs at tradeshows and sporting events; included remote office and interactive kiosks in
both secure and public settings. Included NCAA Annual Convention, , NCAA College World Series,
; NCAA Men's / Women's Basketball, Men's Baseball Selections,
Documented PBX features and assisted configuration and training for end users for Cisco VOIP migration at
facilities in D.C., N.Y. & IN.
Launched first official organizational blog and podcast with iTunes integration that promoted
community mission to a new audience. Customized environment, theme, graphics, and live podcast player.
Provided training and technical support over several years.
Led staff intranet initiative to standardize information sharing, reduce paper waste and duplicated effort. Provided
FrontPage training to other departments. Assisted migration of content to new SharePoint site.
Authored 'EZGuides' concept of highlyillustrated, limitedlength user documentation, reducing support call traffic
and increasing user satisfaction.
Conceptualized new procedure for temporarily elevated privilege with a custom Active Directory group, reducing
turnaround for software installs.
J. DANIEL O.
ATAGLANCE acquired by Mead in , Indianapolis, IN
Technical Support Staff
Provided general desktop user support for local and field users; included support on Microsoft Office suite, Lotus
Notes, AOL, network printing, remote access on Macintosh and Windows.
Handled telecommunications support and administration on Lucent Intuity Audix and Definity Audix phone system.
VTel videoconference system management, audiovisual support, multimedia authoring.
Supported webenabled applications for PalmOS access to help desk, asset database, knowledgebase.
rmerly Artisan Staffing, MacStaffing, Indianapolis, IN
Technical Support Staff
Served as Field Technician at an Authorized Apple Repair Center.
Troubleshot and repaired Macintosh and Windows systems.
Handled Network maintenance ethernet, TCP / IP, AppleTalk.
Information Systems Coordinator, Webmaster
Provided technical support for for Users. Trained Users on systems and software. Made recommendations for
hardware and software purchases.
Documented installed hardware and software to ensure license compliance.
Planned and implemented ethernet networks at locations.
Launched d implemented staff email accounts.
Apple Power Rep; seasonal
Represented manufacturer in IN and OH retail environments for ‘Apple Demo Days’.
Demonstrated latest products to Sales staff and consumers at Best Buy, Circuit City and CompUSA.
Conducted questionandanswer sessions for enterprise, small business, home consumers.
Maintained rapport with host store management to foster feedback and grow retail presence.
Performed installations and maintenance.
Cisco Unified Presence Server,
Installing and Configuring Windows Vista,
Creating, Maintaining, and Developing a Diverse Workforce,
Cisco Unified Communications System Adminstrator USCAE,
Cisco Call Manager Basic Administration CMBA,