David W. DeHaan II
Network Specialist Manager (Telecommunications & High Tech)
SUMMARY OF QUALIFICATIONS Highly motivated, quality minded, and customer service driven manager with 13+ years of IT experience and 8+ years experience in cable television, high speed internet and switched telephony/VoIP management, supervision and installation. Experience includes Project Management and Safety Coordination. Support of interior and exterior customers on a technical basis in a variety of areas: LAN, Wireless, PC operations, hardware and software specification and purchasing.
Core Competencies:
SELECTED ACCOMPLISHMENTS ̃ Recognized for maintaining 20% profitability through efficient management of local and company resources exceeding $2.5M annually. ̃ Successfully established startup operations of cable TV contractor building to annual revenue in excess of $2.5M, maintain high quality work and high levels of customer service. Built initial team of 4 installers and expanded to 26 plus support staff. ̃ Excelled at motivating and mentoring employees at all levels from supervisor to clerical to maintain a high quality and capable team environment through training and development. ̃ Implemented warehouse tracking, space management, asset management, quality control, and training procedures for an electronics warehouse, system maintained $100,000 of electronics daily. ̃ Maintained local office network and PC policies, including initial wiring, setup, operations, specifications and purchasing. ̃ Installed all aspects of various clients cabling needs to include voice, video and data. Worked with all types of cable and connectors including: Fiber Optic, RG-59, RG-6, CAT-5e, CAT-3, compression and BNC connectors, keystone jacks/plates, distributed wiring, wiring closets and testing of all finished products using various methods and testers by Wavetek and Fluke. ̃ Coordinated with internal and external project managers to provide solutions to challenges and establish new levels of customer service. ̃ Managed technicians and support staff, responsible for recruiting, hiring, training, coaching and evaluating performance of technicians. ̃ Continually assisting with training and enforcement within current standards to achieve and maintain a 92% quality control rating. ̃ Implemented Y2K solutions in a corporate hospital environment, for the Windows9x operating system on a mixed Novell network. Coordinated the implementation and specified repairs and specific solutions to all the aspects associated with Y2K concerns. ̃ Coordinated with customers and Senior Systems Engineers to manage, design and maintain clients’ networked LAN/WAN environments creating both hardware and software solutions. Supported and administered various client networks ranging in size up to 400 users both locally and remotely.
PROFESSIONAL HISTORY Trinité, Colorado Springs, CO 2007 - 2008 MICROSOFT GLOBAL HELPDESK TECHNICIAN (contract) Take incoming calls for groups supporting Networking, Passwords, Operating Systems (XP Pro, Vista and Server 2003) and Internet Explorer (6&7). Support users through to resolution or follow escalation paths as necessary. Maintained high metrics in customer satisfaction, resolutions and time to escalate while supporting Microsoft employees world-wide.
Self - Employed, Colorado Springs, CO 2007 (current) CONSULTANT (contract) Performed many IT related tasks as needed, sometimes on projects through TekSystems, TAC Worldwide and BMC Solutions to include project management, memory upgrades, networking, printers, PC/laptop setups, etc.
Bridgepoint Communications, Colorado Springs, CO 2003 - 2007 INSTALLATION MANAGER Managed day to day operations of cable TV contracting company to include recruiting, hiring, training, mentoring and support. Managed and installed company LAN, specified computers and peripherals for purchase. Treated the city of Colorado Springs as one large help desk - supporting customer’s city wide during and after installation of Comcast high speed internet product over the phone and on-site.
TekSystems, Overland Park, KS and Colorado Springs, CO 2003 CABLING INSTALLATION TECHNICIAN (contract) Install various cabling at multiple locations for multi-floor office structures during remodel and movie theaters that were upgrading to current technologies.
Prince Telecom 2000 – 2003 INSTALLATION “SUPER” TECHNICIAN, Olathe, KS INSTALLATION SUPERVISOR, Arlington, TX LEAD TECHNICIAN, Grand Rapids, MI and Arlington, TX Install cable TV, telephony and cable internet services for residential and commercial customers. Support customers of mine and other technicians with the install of their high speed internet. Support day to day operations of cable TV contracting company to include recruiting, hiring, training, mentoring and support. Treated the cities we worked in as one large help desk - supporting customers area wide during and after installation of local cable companies high speed internet product over the phone and on-site. (Local cable companies included: AT&T/Comcast, Charter and Everest.)
Engineered Building Components, Zeeland, MI 1999 - 2000 DESIGNER/SYSTEMS SUPPORT Design roof and floor truss systems using Alpine View. Assist the local systems administrator in maintaining the local Novell network and providing input on new systems specification.
Mercy Information Systems, Muskegon, MI 1999 Y2K PC SYSTEMS SUPPORT (contract) Support the Mercy Hospital network in performing system upgrades of both hardware and software in preparation for Y2K.
Information Systems Group, Holland, MI 1996 - 1999 SYSTEMS ENGINEER I COMPUTER ENGINEER II Warranty repair technician in shop and on-site for printers, laptops, desktops and servers. Long term and short term on-site full service technical support at multiple locations. Work with customer and inside sales reps to create hardware/ software solutions to meet their needs in the best possible way. Used existing help desk systems to support clients. Customers included: Sun Chemical Corp, Gerber, Dura Automotive, L. Perrigo Company, Huntington National Bank and Spectrum Health.
EDUCATION
A.A.S. Degree - Mechanical Drafting and Design. National Education Centers, Glendale, Arizona GPA 3.73
PROFESSIONAL CERTIFICATIONS A+ Certified Professional #A7CDTT1896 Microsoft Certified Professional #930600 HP Authorized Service Technician #SA8988 Compaq Authorized Service Technician SCTE Certified Broadband Installer SCTE Broadband Premises Specialist Currently working toward MCSA – Server 2003 |
