Wyatt L. Thorpe, IT Specialist

CV Resume of Wyatt L. Thorpe

Hallsville, MO

SUMMARY OF QUALIFICATIONS
 Dedicated Information Technology Specialist with strong Helpdesk and Desk side Support experience.
 Expert technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Major emphasis on Customer Service and Quality Assurance.
 Quickly learn and master new technology; equally successful in both team and self-directed settings; proficient at PC/laptop configuration, Windows operating systems, project management and software training. Competently able to install/configure printers, servers, and other network devices.
• 5 – 6 yrs. of experience with computer imaging, troubleshooting, bar coding, and inventory obtained through Schneider Electric and Salton/Toastmaster, Inc.
• 4 – 5 yrs. of experience providing remote IT support, supporting Adobe software, Microsoft Office,
Lotus Notes, Windows Operating Systems, and network support.
• 15 plus years of experience with desktop/laptop diagnosis, configuration, resolution and installation.
Certifications
DCSE – Dell Certified Systems Expert - as of February 29, 2008
Accomplishments
  Implemented computerized reporting to save thousands of dollars annually, improve efficiency
and do away with Schneider Electric’s previous green bar reporting system.
 Replaced end of lease IBM computers with Dell systems for the VA Hospital and Home Depot Store of Columbia, MO.
 Developed a Sales Incentive Program to calculate sales commissions, and implemented an Activity Tracking application to track representatives’ PC activity at Salton/Toastmaster, Inc.
IT Experience

Thorpe IT Services - Columbia MO

03-2008 – Present
Owner/Operator
Project: As owner/operator of Thorpe IT Services, I service my clients’ every technical need. Anything from configuring a newly purchased laptop while maintaining, preserving and bringing over important data and/or the exact image from their old machine, down to changing ink cartridges on their multi-purpose printer.

Major responsibilities included:
• Major responsibilities include consultation – recommending and/or suggesting equipment the client should possess, such as mass storage devices to store important data that isn’t necessary to keep on their PCs to conserve much needed hard drive space and to secure in case of an unforeseen crash.
• Equipping them with up to date malware/spyware and virus protection to preserve the integrity of their data.
• Contacting their contracted vendors when it is necessary to have them on site to perform a specific job.
• Ordering replacement parts when they go bad or become outdated. Staying abreast of what parts have warranty coverage and what replacements will be compatible with what the client is currently operating with.

Technologies: The majority of my clients utilize Adobe Acrobat Reader 7.0 or above. I support clients with Windows XP, Vista, and Windows 7 operating systems. Email systems are typically provided through their internet carrier (CenturyTel, etc.), and may consist of Hotmail, Yahoo, Gmail, CenturyTel or likewise. Typical Windows Media players, Real Media players, QuickTime, DivX, cd burners, Photoshop or other imaging software. Whatever my clients decide to utilize, I have to quickly become familiar with and support.

Schneider Electric (formerly Square D) – Columbia, MO
04/2008 – 05/2010
IT Specialist/Desk side Support
Project: Configured and deployed Dell/IBM computers, laptops, and monitors. I supported over 200 end-users,
with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble
tickets. Facilitated daily/weekly server backups and oversaw their security system.

Major responsibilities included:
• Ensuring that all 200 plus end-users were thoroughly satisfied with how their PCs,
laptops, printers, copiers, faxes, and all other technical and electronic devices functioned. This included remotely supporting end-users from home, replacing NIC cards, video cards, hard drives, and supporting hard drive crashes. Imaging PCs and laptops was a major responsibility of this position.
• Maintaining the functionality of all the plant PCs that utilized ELO Touch screen software. Installing, calibrating, and maintaining continuous, accurate functionality.
• Recognizing a need for modernization, seeing cost savings behind the principle, and then cultivating, developing, and through assembling all the right players, fashioned a new electronic reporting system that did away with the antiquated green bar reporting and saved the company thousands of dollars per year. Providing PC/laptop support remotely from home, with Remote Administrator software.
• Constantly stayed abreast of new technologies, speaking with software and networking vendors determining what new developments would or would not work in benefit of the company. Proposing new ideas to upper management to streamline processes.
• Adding/removing users to and from Lotus Notes, installing and configuring individual users’ set up on the application and supporting it. Troubleshooting and repairing Windows XP Professional.

Technologies: Schneider Electric customized or “home grown” software such as Label View, Label Shop, and Missouri Shipper. Symantec Antivirus, Symantec End Point, Microsoft Office, Adobe, Lotus Notes, SQL, Oracle, and Windows XP Professional operating systems. Remote Administrator remote support software, Contivity and Juniper VPN. ELO Touch screen software. Ensuring that Infinity QS licenses were up to date, and maintaining the functionality of bar code scanners.

MBS Textbook Exchange, Inc. – Columbia, MO

08/2006 – 10/2007
Systems Trainer
Project: Trained MBS clients on usage and benefits of MBS’ Textbook Management software,
developed and maintained new training materials. Loaded monthly software updates.

Major responsibilities included:
• Receiving requests from clients to set up on line training schedules, and utilizing WebEx online video conferencing to conduct the training.
• Receiving requests from clients to set up on site training schedules. Producing a lesson plan for the specific training the client requested, scheduling lunches, breaks, and activities. Preparing the classroom, and conducting the training.
• Reading and researching new training styles and methods to stay current on new training trends and successes.
• Providing large presentations at MBS’ annual symposium events, in front of 50 – 100 clients at a time. Being a host and tour guide of the facilities to ensure that each client thoroughly enjoyed their experience and would recommend our services to their friends and colleagues.

Technologies: TA400, TA2, WebEx, AS/400 platform, and Windows XP.

Quality Assurance Analyst

08/2005 – 08/2006
Project: Ensured proper system functionality, and maintained MBS’ Direct Service Center website through proper testing. Wrote and updated technical documents for the Internet Development Department.

Major responsibilities included:
• I worked directly with web developers to ensure that client requests for their web sites were implemented exactly as instructed. Clients would submit their requests, be approved, and then have their requests sent to me. I would assess what their web page looked like initially, suggest changes to be made to programmers who would then make the necessary adjustments. I would reevaluate the page after the changes and check to see that all requests by the client were in place, and that all links and banners still functioned correctly, and then sign off on the project for final management approval.
• I updated current documentation and procedures, and wrote new ones as I developed them.

Technologies: HTML coding, Windows XP, TA400, TA2, AS/400 platform, and Windows XP.

Salton/Toastmaster, Inc. – Columbia, MO

03/2004 – 08/2005
Information Services Support Technician
Project: Coordinated various technical in-house and out-of-house projects, documented test cases, and provided
help desk support remotely, via phone, email, and desk side user contact.

Major responsibilities included:
• I scheduled tests to be performed (and performed them) on newly developed applications that would at times entail enlisting the assistance from different locations around the United States. Order placing from my end, and then watching step by step processes throughout the procedure to ensure that each step of the process succeeded and properly moved on to the next step until completion. This involved constantly checking with various locations to make sure that steps successfully completed on their end as well. If not, I would have to determine when and where an event went wrong, document it, and present it to a developer for adjustments to be made, and then retest until there could be a successful completion. Sign off on the project and present it to upper management for final approval.
• I responded to email and phone call requests for IT support from upward of 200 users within my office, as well as, around the United States remotely.
• Tested and assisted in the implementation of RFDI (Radio Frequency Device Identifier), making bar coding and inventory much faster and easier.

Technologies: AS/400 platform applications – Mac Pac, Order Power, and Log Pro. Lotus Notes, Microsoft Office, Adobe, and Windows XP.

Salton/Toastmaster, Inc. – Columbia, MO
02/1999 – 03/2004
Consumer Relations Supervisor
Project: Provided AS/400 training, query writing and other information services. Implemented computerized
Activity Tracking, and a Sales Incentive Program.

Major responsibilities included:
• Scheduled training sessions for Order Power and Mac Pac AS/400 platform applications. Developed lesson plans and conducted training, ensuring that all employees completed a pre-composed checklist of essential topics and were thoroughly knowledgeable upon completion of training. Also rescheduled ongoing training as necessary.
• I wrote queries for what began as my Consumer Relations department, but soon spread to include the entire company upon them requesting of me.
• I recognized a need and benefit from an application within our Order Power program, and proposed the idea to management. The idea was accepted and I was given the responsibility of cultivating it. I put the electronic tracking, documenting, and categorizing of employee/consumer phone calls, based on sales, part orders, replacements, and warranties into place.
• I developed a Sales Incentive Program where I wrote a query that monitored employee finished goods sales, and calculated a commission percentage for sales made and was printed on a weekly basis.

Technologies: AS/400 platform based programs – Mac Pac, Order Power, and Log Pro. Lotus Notes, Microsoft Office, Adobe, and Windows XP.

Desktop/laptop diagnosis, configuration, resolution and installation. Helpdesk and Desk side Support, troubleshooting, customer service, project management.

Acceptable locations:	Missouri
Desired salary:	$40 - $60/k annually
Total experience:	16 years
Year of birth:	1973, male
Currently employed:	No
Name & Surname:	Wyatt L. Thorpe
Phone Number:	573-823-0278
City & State:	Hallsville, Missouri
Zip / Postal Code:	65255
Street Address:	6081 Ruth Ann Avenue