Technical Support
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Karen M. Pounds 110 Gray Rock Dr. NW Rome, GA 30165 (706) 622-2146 -----------------------------------------Computer Information Systems graduate with solid information technology and grap hic design skills, along with a proven record in customer service and technical support SKILLS ========================================== Applications: Adobe Photoshop Adobe Illustrator Adobe Dreamweaver Adobe Fireworks CorelDraw Microsoft Office Access/MySQL Web/Internet: CSS HTML JavaScript PHP ASP WordPress Zen Cart IIS Apache SSH Sendmail Operating Systems: Windows: 2000 XP Vista 7 Linux: Red Hat Free BSD Ubuntu EDUCATION ========================================== Computer Information Systems, Bachelor of Science ctober 2002 DeVry University, Decatur, Georgia Graduated O
GPA 3.64/4.0, Cum Laude Studies focused in application development, web design, PC system hardware and b asic networking. Art Major, Journalism Minor Georgia State University, Atlanta, Georgia September 1989 January 1994
Completed 76.6 semester hours of undergraduate degree coursework. EXPERIENCE ========================================== System Administrator, Level I resent Insight Global & Web.com, Atlanta, Georgia Temporary to Permanent position September 2006 P
Perform daily administrative tasks for Windows/Linux Servers in a multi-domain p roduction environment. Use familiarity with systems administration tools and pr ocesses such as Windows and Linux commands/utilities including but not limited t o IIS, Apache, FTP, telnet, SSH, SMTP, POP, and network security policies to res olve customer issues. Responsible for performing daily systems administration t asks such as reviewing logs, password resets, creation of user accounts, and upd ating configuration files. Use of DNS fundamentals and diagnostics. Serve as po int-of-contact for the products and technology group(s), providing information r egarding server health, product issues and recommendations for system performanc e. Also perform Network Operations Center responsibilities such as monitoring s erver issues and outages and maintaining contact between technicians and technic al management regarding any issues and outages until resolution. Freelance Web & Graphic Designer Present Morrow, Georgia September 2005
Designed and developed web sites and promotional media for small businesses. Sit e creation included use of CSS, HTML, JavaScript, MySQL, Adobe Flash, PHP, Zen C art, and form processing. Created and assembled web graphics, including logos, b rochures and business cards. Network Operations Technician & Merchant Services Representative InComm, Atlanta, Georgia March 2003 August 2005
Network Operations Technician: Monitored network and troubleshot alarms for netw ork circuits, IVRs, Windows, Linux, MS Exchange and JBoss servers. Tracked long distance, wireless and internet network outages and maintained continuous conta ct with all technicians until resolved and logged all events that occurred durin g shift. Utilized Twiki to create an online technical reference for the NOC dep artment. Merchant Services Representative: Tier I technical support for point-of-sale ter minals and prepaid Internet services. Assisted merchants with point-of-sale equ ipment including troubleshooting and updating terminal software. Worked with cu stomers to resolve issues with prepaid Internet, wireless and long distance prod ucts. Full-time Student & Faculty Assistant DeVry University, Decatur, Georgia November 1999 October 2002
Full-time Student: Completed coursework pursuant to a degree in Computer Informa tion Systems with coursework in Application development using various computer l anguages such as COBOL, Visual Basic, C, C++; building Personal Computer systems ; Internet applications and web design using HTML and ASP; database design and i mplementation with Access, Oracle and Microsoft SQL Server; basic networking (OS I Model). Faculty Assistant: Performed administrative duties associated with the testing c enter including filing, typing and data entry. Monitored automated attendance t racking system and processed adjustments/exceptions. EXPERIENCE BEYOND 10 YEARS ========================================== Customer Service Representative June 1999 - October 1999 US Communications Group, Inc., Alpharetta, Georgia Remote Technician & Dispatcher 1999 Phone Worx, Inc, Norcross, Georgia Customer Service Representative May 1997 - October 1999 MediaOne Group (Now Comcast), Atlanta, Georgia Customer Relations May 1996 - May 1997 Teleco Atlanta (Now American International Communications, Inc.), Norcross, Geor gia ACTIVITIES & AWARDS ========================================== Member, Epsilon Delta Pi Honor Society, 2002 Member, DeVry Programming Club, 2000 - 2002 Employee of the Month award twice within a 6 month period at InComm 2003 - 2004 Received several customer commendations for excellent service, 1990 - 2009 November 1998 June
GPA 3.64/4.0, Cum Laude Studies focused in application development, web design, PC system hardware and b asic networking. Art Major, Journalism Minor Georgia State University, Atlanta, Georgia September 1989 January 1994
Completed 76.6 semester hours of undergraduate degree coursework. EXPERIENCE ========================================== System Administrator, Level I resent Insight Global & Web.com, Atlanta, Georgia Temporary to Permanent position September 2006 P
Perform daily administrative tasks for Windows/Linux Servers in a multi-domain p roduction environment. Use familiarity with systems administration tools and pr ocesses such as Windows and Linux commands/utilities including but not limited t o IIS, Apache, FTP, telnet, SSH, SMTP, POP, and network security policies to res olve customer issues. Responsible for performing daily systems administration t asks such as reviewing logs, password resets, creation of user accounts, and upd ating configuration files. Use of DNS fundamentals and diagnostics. Serve as po int-of-contact for the products and technology group(s), providing information r egarding server health, product issues and recommendations for system performanc e. Also perform Network Operations Center responsibilities such as monitoring s erver issues and outages and maintaining contact between technicians and technic al management regarding any issues and outages until resolution. Freelance Web & Graphic Designer Present Morrow, Georgia September 2005
Designed and developed web sites and promotional media for small businesses. Sit e creation included use of CSS, HTML, JavaScript, MySQL, Adobe Flash, PHP, Zen C art, and form processing. Created and assembled web graphics, including logos, b rochures and business cards. Network Operations Technician & Merchant Services Representative InComm, Atlanta, Georgia March 2003 August 2005
Network Operations Technician: Monitored network and troubleshot alarms for netw ork circuits, IVRs, Windows, Linux, MS Exchange and JBoss servers. Tracked long distance, wireless and internet network outages and maintained continuous conta ct with all technicians until resolved and logged all events that occurred durin g shift. Utilized Twiki to create an online technical reference for the NOC dep artment. Merchant Services Representative: Tier I technical support for point-of-sale ter minals and prepaid Internet services. Assisted merchants with point-of-sale equ ipment including troubleshooting and updating terminal software. Worked with cu stomers to resolve issues with prepaid Internet, wireless and long distance prod ucts. Full-time Student & Faculty Assistant DeVry University, Decatur, Georgia November 1999 October 2002
Full-time Student: Completed coursework pursuant to a degree in Computer Informa tion Systems with coursework in Application development using various computer l anguages such as COBOL, Visual Basic, C, C++; building Personal Computer systems ; Internet applications and web design using HTML and ASP; database design and i mplementation with Access, Oracle and Microsoft SQL Server; basic networking (OS I Model). Faculty Assistant: Performed administrative duties associated with the testing c enter including filing, typing and data entry. Monitored automated attendance t racking system and processed adjustments/exceptions. EXPERIENCE BEYOND 10 YEARS ========================================== Customer Service Representative June 1999 - October 1999 US Communications Group, Inc., Alpharetta, Georgia Remote Technician & Dispatcher 1999 Phone Worx, Inc, Norcross, Georgia Customer Service Representative May 1997 - October 1999 MediaOne Group (Now Comcast), Atlanta, Georgia Customer Relations May 1996 - May 1997 Teleco Atlanta (Now American International Communications, Inc.), Norcross, Geor gia ACTIVITIES & AWARDS ========================================== Member, Epsilon Delta Pi Honor Society, 2002 Member, DeVry Programming Club, 2000 - 2002 Employee of the Month award twice within a 6 month period at InComm 2003 - 2004 Received several customer commendations for excellent service, 1990 - 2009 November 1998 June
