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<pre>Array ( [var] => cut_url ) </pre> Resume for Gregory Z. for IT / Technical Support / Computer & IT Services in Cockeysville, Maryland. Search More Resumes for IT / Technical Support on #8O6BY9PMB

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Resume for Gregory Z. for IT / Technical Support / Computer & IT Services in Cockeysville, Maryland

Occupation: IT / Technical Support Industry: Computer & IT Services
Country: United States City: Cockeysville
State: Maryland ZIP: 21030

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Malcolm Circle Apt D Phone
Cockeysville, MD Email:
Gregory Eugene Z.
Professional Skills
Guru of multiple information system, providing expert customer service to clients via telephone
and email, implementing latest technologies.
Computer Skills & Experience
Provide resolution for desktop, laptop, & network connectivity. Research, analyze and diagnose
problems with client systems, including PC servers, peripherals and Windows, BSD Unix, Linux
and Macintosh wired & wireless networks.
Functional Summary
IT Specialist administering and maintaining information technology systems to offices for the
organizations’ standard hardware and software network connectivity.
ee Business Solutions
May February Hunt Valley, MD
Help Desk Specialist
Assisted with customer issues concerning client companies’ video games.
Distinguished between issues in our software & the hardware on which it runs. When issues were
found to be hardware specific, redirected the customer to the proper company.
Baltimore Data Capture Center
March July Essex, MD
Keyed From Image Specialist
Interpreted handwritten information from US Census forms, reentered into computer
Sylvan Learning Systems
August March Baltimore, MD
Call Center IT Representative
Provided tech support for Windows based systems via VPN to corporate learning center and
franchisees. The majority of this work involved connecting or reconnecting franchisees with the
resources on the corporate network so they would be able to access resources on the corporation
Conducted handshake process for franchise center network keys for lesson units.
Was tapped to spearhead an audit of Earned Revenue Reports from franchise centers worldwide,
uncovering monies not reported to the company.
Maryland State Department of Education October June Baltimore, MD
Network Specialist I Temporary Contractor
Provided customer support to offices and field agents statewide.
Provided Tier I and Tier II support on site and via VPN
Initiated paperwork for service of hardware.
Daytoday work included, but was not limited to, resetting user passwords, moving & setting up
hardware in local offices, and assisting in remapping users’ network drives via VPN.
Malcolm Circle Apt D Phone
Cockeysville, MD Email:
Gregory Eugene Z.
July April Hunt Valley, MD
Product Specialist
Resolved issues handed over by Tier Call Center Representatives.
Our team was the first to utilized instant messaging as a means of collaboration among team
members. This was adopted corporation wide.
Solved problem for potential knowledge base documents, influencing corporate policies to adapt
to customer reactions to new products. This included, but was not limited to, the eventual
publication of an official compatibility listing for the interaction of the device we supported with
third party hardware, changes to which drivers were officially supported, and which modifications
were eventually made to the official driver software.
Addressed issues of cross compatibility between client’s & rd party devices. This eventually led
to changes in the supported interface card for the PC platform.
Call Center Representative October July Hunt Valley, MD
Provided Tier outsourced support for client company’s products.
Established agreement of issue with potentially hostile customers, escalating to a Product
Specialist if agreement could not be reached.
Mentored newly hired Call Center Representatives.
Mastered all Tier products supported by the company. This included being knowledgeable of
multiple generations of the company’s desktop & laptop computers, wireless routers, PDAs &
MP players. The majority of the background information for this role was accessed via the
company’s official knowledge base, as well as staying abreast of information published in third
party publications.
Selected for promotion to Product Specialist
Maryland Port Administration
July October Dundalk, MD
Database Administration Internship
Proofread and laid out information in database using MS Access.
Association for Retarded Citizens of Baltimore June July Baltimore, MD
Computer Tech Intern
Updated drivers and patches in Windows and by walking through the ARC of Baltimore
campus to its various offices.
Performed upgrades and replacements of computers, printers and network components.
Malcolm Circle Apt D Phone
Cockeysville, MD Email:
Gregory Eugene Z.
Catonsville Community College Catonsville, MD
Certified CompTIA Network+ Certification
Certified CompTIA A+ PC Technician Certification
Salisbury State University Salisbury, MD
Bachelor of Arts, Communication Arts
Organizational Affiliation
nd Lt., Harford Composite Squadron, Civil Air Patrol, Maryland Wing, USAF Auxiliary
Tapped as Aerospace Education Instructor for Cadets. Enthusiastically conveyed concepts of
aerospace current events and lesson plans to Cadets.
Ground Team Member. Provided night watch duty in support of Air National Guard. Provided
traffic control for Harford Farm Fair.
Member, Baltimore Linux Users’ Group
Member, Maryland Apple Core
Eagle Scout, Boy Scouts of America, Troop
Ordeal, Order of the Arrow Honors Society

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