Information/Technical Support/Help Desk Analyst
David S. Fenwick
2082 Valley Drive
Dunedin FL, 34698
Seeking a position as a Information/Technical Support/Help Desk Analyst to capitalize on many years of experience gained in the public(USAF) and private sector. Seeking a position that will allow me to apply many IT support skills to assist with the successful
completion of production goals.
Employment Experience Summary
Winn Technology Sep 2009 – Present: Business Development Specialist:
Performs data base operations to contact potential customers for IBM products.
Tkology Jan 2009 – Jun 2009: Help Desk Technical Support Specialist: stProvided training and technical support for users of proprietary software. Acted as 1 and nd2 level tech support, resolving training and operations issues for users.
Nielsen Media Research Jul 2000 – Aug 2008:
Technical Support Specialist: Maintained operations of over 600 remote
communications sites around the U.S. and Canada. Constructed communications equipment racks for field deployment; deployed to field sites to perform maintenance or strelocation of communications equipment. Interface with caretakers/clients providing 1 ndand 2 level technical support remotely using UNIX level commands, and telephonically to ensure communications sites remain operative.
Senior Data Processing Analyst: Responsible for maintaining collections and initial
processing of data used to create the daily TV ratings using mainframe, server and PC technologies. Assisted with development team to bring new technology from development into production to measure digital TV. Assisted in maintaining operations on a 365-day per year basis from remote locations. Coordinated with operations and stnddevelopment, providing 1 and 2 level technical support, including initial
troubleshooting and problem solving, or to escalate issues to responsible levels for resolution, from remote locations, to maintain job flow to meet national level reporting deadlines. Created and maintained 90% of teams job process documentation. Trained new team members as required.
Help Desk Analyst: Provided client support for proprietary applications serving the TV industry ratings service.
USAF; Sep 1979 – Feb 2000: Senior Intelligence Analyst
Responsible for gathering and compiling all-source intelligence information, creating and presenting briefings for up to date situational awareness to commanders and staff. Conducted detailed research with large volumes of data on critical nodes and processes resulting in high-quality, accurate, predictive analysis reporting.
Technical Experience Summary:
Technical support: experience using UNIX level command, Nielsen proprietary software, Remedy Help Desk Support program for job ticket tracking, among other applications to keep remote communications sites operational. Experience building communications equipment, cabling and testing.
Mainframe; 8+ years of experience in many operations in the course of monitoring and executing job to produce the Nielsen TV Ratings. Experience with CA-7, JCL, ISPF, SAR and other mainframe tools.
Servers; experience using server schedulers such as Control M and Nilsen proprietary software for data collections and processing.
Other; served as lead documentation writer using Word, Excel. Lotus Notes and the Nlighten Documentation Management tool. Created over 90% of department's job processing and flow documentation. Fully proficient with MS Office applications. Experience using Visual Basic to develop macros for data analysis. Education Summary;
2-day SQL Boot Camp Course, April 2008
BA – History, U of Maryland, May 1998
AA – German Studies, U of Maryland, May 1998
Certificate in Quality Assurance, St. Petersburg College, Dec 2006 Completed 10 of 12 courses for MA in Aviation History, American Military University, 1998-2002.
Extensive volunteer experience with various organizations in local communities. Member Toastmaster International
Held Top Secret SCI clearance with USAF from Feb 1980-Dec 1999.