Robert A.

Dahn
127 Beech Ridge Dr. Phone: (614) 260-1633
Powell, Ohio 43065 Rd8267@hotmail.com

Helpdesk / Desktop Support Specialist

Summary of Qualifications:

• Currently hold CompTIA A+, Network +, MCP certifications and will be working on my Security + certification along with
over fifteen years working helpdesk and desktop support
• Comprehensive experience in a wide range of Technologies, Protocols, Hardware / Software and Networking
• Thorough knowledge of Networking and Wireless Infrastructure, System Access and effective problem resolution processes.
• Personal strengths include being a highly motivated, organized, and energetic team player committed to insuring
user satisfaction and uninterrupted availability of systems
• Excellent communication skills, customer interaction skills, diagnostic skills and mechanical ability
• Military Experience: U.S. Coast Guard Veteran

Skills:
Operating Systems:
Windows 95 / 98 Windows XP Windows NT
Windows 2000 Windows Vista Windows Server 2000 / 2003
Software / Applications / Tools / Networks / Protocols:
Microsoft Office Suite (MS Word, Excel, PowerPoint, Outlook, Access)
Adobe Products QuickBooks Lotus Sametime Peregrine
Remedy Service Desk Eagle ticketing system Peachtree
Norton Ghost Imaging Norton Utilities MS Exchange MS Front Page 98/2002
MS Active Directory (AD) Routers Switches Windows Remote Desktop

Support Skills:
Telephone Support for local and remote users Network Connectivity issues
Computer Configuration User Application Training
PC / Laptop redeployment Network and Standalone Printer Configuration
Inventory control Windows XP Remote Assistance
Server Tape Backup Break / fix
Rack and Stack Training
Desktop Computers:
Dell Compaq e-Machine Custom Build
Laptop Computers:
Dell Gateway HP IBM
Printers:
Dell Lexmark HP Xerox
 Peripherals:
Networking and wireless components Hard Drives Video Cards
CRT and LCD monitors DVD Drives CD Rom Memory
Modems Network Interface Cards Hubs and Switches Scanners
Printers

Continuing Education:

CompTIA Security+ courses (Preparing for the CompTIA Security+ Examination

Certifications:

Certified COMPTIA A+ Hardware/OS

Microsoft Certified Professional for Windows NT 4.0

Network+

Career Experience:
JPM Chase, Columbus, Ohio 2009 - 2009
Desktop Support Specialist – Tier II, Consultant
• Provided Tier II desktop support for Chase/Washington Mutual conversion
• Provided phone support for the end user while restaging and configuring from the old Washington Mutual
banking computer systems over to the Chase banking computer systems
U.S. Army Columbus Recruiting BN, DSCC, Columbus, Ohio 2007 - 2009
Information Management Specialist, Consultant
• While working as a team member, we provided both remote and on-site Windows XP support for the Army recruiters.
• Responsible for maintaining user accounts in Active Directory, Cisco ACS and IMS systems
• It was my responsibility to maintain the tape backup library for the server
• Appointed as the Information Assurance Security Officer, (IASO), to perform information systems security
functions for each computer or contiguous group of computers in the area

Omnicare Inc., Dublin, Ohio 2007 – 2007

IT Helpdesk Support Specialist

• Provided Tier II helpdesk phone technical support
• Analyzed equipment and/or system malfunctions, reset devices, and replaced hardware
• Administered VPN, Cisco Security, Microsoft Outlook, Exchange, and other user accounts
PC Magic, Powell, Ohio 2001 – 2007
Owner Independent Hardware / Software Support Consultant
• Provided on-site computer repairs/upgrades and troubleshooting for home and small business
• Consistently received high recommendations from satisfied customers.

Micro Electronics Inc., Hilliard, Ohio 1996 - 2001

Senior Support Specialist
• Provided technical support for PC and Macintosh OS, hardware and software.
• Facilitated hardware and troubleshooting training for existing and new employees

U.S. Coast Guard, Hampton Bays, New York 1974 - 1996

Computer System Administrator / Financial Manager
• Human Resource Manager/Financial Manager. Maintained AP/AR and General Ledger
• Computer System Administrator for multi-user, multi-workstation platforms