JOHN CALDWELL
P. O. Box 3421
Brewer, ME  04412-3421
207 884-6817
vaporware@usadatanet.net

I have been practicing and teaching effective troubleshooting for over 10 years.  
Communication, Listening and Patience are the three most important criteria items 
to successfully troubleshoot every single situation. I have mentored and trained 
Support Specialists that have grown to become successful troubleshooters and 
leaders in their respective fields.  Effective leadership in a successful Support 
environment insures that the end user will always receive the highest quality of 
Support-even beyond the expectations of the employer.  This leadership will also 
insure that the Support Specialist will have their needs met and their concerns 
heard-the result is a successful, productive and happy team of Support Specialists 
that look forward to coming to work each day, assisting the end user, and sharing 
their wealth of knowledge with each other.  An effective leader will focus on the 
team's performance, and making adjustments as necessary that is above satisfactory 
to the employer while assisting the Support Specialists to achieve and accomplish 
their individual goals towards the better of the team.  


My ideal career is to educate others to empower themselves to take control of their 
environment. With the knowledge I possess and the infinite knowledge I have yet to 
acquire, my employer, my team and myself will excel beyond the boundaries of success. 
This can be achieved by focusing on today's accomplishments, based upon the lessons 
learned from yesterday and incorporating strategy into tomorrow's successes.


SKILL	             EXPERIENCE 	LEVEL	
 	 	 	
Operating Systems			
DOS	               9 + years	Advanced	
Mac OS	             3 - 5 years	Intermediate	
Windows 2000 
 Professional	     0 - 2 years	Intermediate	
Windows XP           0 - 2 years	Intermediate
Windows ME           0 - 2 years	Intermediate
Windows 3.x	       9 + years	Intermediate	
Windows 95	     7 - 9 years	Intermediate	
Windows 98	     5 - 7 years	Intermediate	
Windows NT 3.51	     3 - 5 years	Intermediate	
Windows NT 4	     3 - 5 years	Intermediate	
 	 	 	
Hardware			
iMac	             3 - 5 years	Advanced	
Intel based PCs	       9 + years	Advanced	
Macintosh	     3 - 5 years	Intermediate	
Power PC	     3 - 5 years	Intermediate	
 	 	 	
Computing Environment			
Desktop Computing	9 + years	Advanced	
Devices and Appliances	9 + years	Intermediate	
Internet Computing	5 - 7 years	Intermediate	
Intranet Computing	5 - 7 years	Advanced	
 	 	 	
Desktop Application Packages			
Corel Word Perfect   3 - 5 years	Intermediate	
Lotus 123	     1 - 3 years	Intermediate	
Lotus Smart Suite    1 - 3 years	Intermediate	
Lotus Word / Ami Pro 1 - 3 years	Intermediate	
Microsoft Excel	     5 - 7 years	Intermediate	
Microsoft Internet 
  Explorer	       9 + years	Expert	
Microsoft Office     5 - 7 years	Intermediate	
Microsoft PowerPoint 5 - 7 years	Intermediate	
Microsoft Word	     5 - 7 years	Intermediate	
Netscape Communicator
 / Navigator   	     5 - 7 years	Intermediate	
 	 	 	
Enterprise Applications			
Clarify	             1 - 3 years	Intermediate	
Remedy	             1 - 3 years	Intermediate
 	 	 	
HR & Recruiting Abilities			
Employee Performance Review	9 + years	Advanced	
Employee Relations/Counseling	9 + years	Advanced	
Policies and Procedures 
   Development	              5 - 7 years	Intermediate	
 	 	 	
Industry Knowledge			
Computer and Information 
   Technology	       9 + years	Advanced	
Consumer Products      9 + years	Advanced	
Education and Training 9 + years	Advanced	
Hotel / Hospitality  3 - 5 years	Intermediate	
Telecommunications     9 + years	Advanced	
Utilities	       9 + years	Intermediate	
 	 	 	
Management Abilities			
Encourages Creativity 
  & Innovation	               9 + years	Advanced
Hire/Fire Decision Making      9 + years	Advanced
Interviewing	               9 + years	Advanced
Lead Large Teams (15+)	       9 + years	Advanced
Lead Medium Teams (5-15)       9 + years	Advanced
Lead Small Teams (1-5)	       9 + years	Advanced
 	 	 	
Methods, Standards, & API			
WinSock	                     5 - 7 years	Intermediate
 	 	 	
Network Management Abilities			
Network Carrier Services 
   Management	             1 - 3 years	Intermediate	
Network Connectivity Testing 5 - 7 years	Intermediate
Network Diagnostics 
   and Monitoring	     5 - 7 years	Intermediate
Network Firewall Setup 
   and Support	             1 - 3 years	Intermediate	
Network moves-adds-changes   3 - 5 years	Intermediate
Network Performance Tuning   5 - 7 years	Intermediate
Network Protocols	     5 - 7 years	Intermediate
Network Troubleshooting	     5 - 7 years	Intermediate
 	 	 	
Network Protocols & Standards			
AppleTalk	     5 - 7 years	Intermediate
DHCP	             3 - 5 years	Intermediate
DNS	             3 - 5 years	Intermediate	
Ethernet	     5 - 7 years	Intermediate	
HTTP	             5 - 7 years	Intermediate
IP                   3 - 5 years	Intermediate	
IPX/SPX	             5 - 7 years	Intermediate	
NAT                  5 - 7 years	Intermediate	
NetBEUI	             5 - 7 years	Intermediate	
NetBIOS	             5 - 7 years	Intermediate	
PPP	             5 - 7 years	Intermediate	
Protocol Stack	     5 - 7 years	Intermediate	
TCP/IP	               9 + years	Advanced	
VPN                  3 - 5 years	Intermediate	
 	 	 	
Network Technologies			
Appleshare	     5 - 7 years	Intermediate	
Hubs/Routers	     5 - 7 years	Intermediate	
LAN                  5 - 7 years	Intermediate	
NOC                  1 - 3 years	Intermediate
RAS                  3 - 5 years	Intermediate	
Switches	     1 - 3 years	Intermediate	
WAN                  3 - 5 years	Intermediate	
 	 	 	
Planning and Project Abilities			
Problem/Change 
  Management	     5 - 7 years	Intermediate	
 	 	 	
Sales Abilities			
Sales Support	     5 - 7 years	Intermediate	

Support Abilities			
Support Customer Service	5 - 7 years	Advanced
Support Desktop Backup/Restore	3 - 5 years	Intermediate
Support Desktop Systems 
   Configuration	        5 - 7 years	Intermediate
Support Desktop Systems 
   Troubleshooting	        5 - 7 years	Intermediate
Support Desktop Systems 
   Upgrades	                5 - 7 years	Intermediate
Support Peripherals 
   Troubleshooting	        5 - 7 years	Intermediate
Support Problem Analysis	5 - 7 years	Intermediate
Support Problem 
   Characterization	        5 - 7 years	Intermediate
Support Problem Reproductions	5 - 7 years	Intermediate
Support Problem Resolution	5 - 7 years	Intermediate
Support Problem Tracking	5 - 7 years	Intermediate	
 	 	 	
Systems Administration Abilities			
Systems Computer/Console 
   Operations	                5 - 7 years	Intermediate
Systems Hardware Configuration	5 - 7 years	Intermediate
Systems Help Desk Management	5 - 7 years	Intermediate
Systems Performance	        3 - 5 years	Intermediate
Systems Production Support	3 - 5 years	Intermediate
Systems Software Installation 
   & Upgrade	                3 - 5 years	Intermediate
Systems Troubleshooting	        5 - 7 years	Intermediate
Web Performance 
   Monitoring/Tuning	        5 - 7 years	Intermediate
 	 	 	
Telco Technologies			
Coaxial Cable	                3 - 5 years     Intermediate
DSL (and xDSL variations)	1 - 3 years	Intermediate
Twisted Pair	                5 - 7 years	Intermediate
 	 	 	
Training Abilities			
Training Delivery with 
   Classroom Instruction	5 - 7 years	Intermediate
Training Delivery with 
   Distance Learning	        5 - 7 years	Intermediate
Training Technical 
   Course Development	        5 - 7 years	Intermediate
 	 	 	
Web, Application & Messaging Servers			
Microsoft Outlook       5 - 7 years	Intermediate	
SMTP            	3 - 5 years	Intermediate	
 	 	 	
Web Design & Development			
FrontPage	        1 - 3 years	Intermediate
HTML	             1 - 3 years	Intermediate	

                         JOHN CALDWELL
                        P. O. Box 3421
                     Brewer, ME  04412-3421
                         207 884-6817
                    vaporware@usadatanet.net

WORK EXPERIENCE:

10/01-07/02    COMPUTER SCIENCES CORPORATION
Trumbull, CT        Help Desk Analyst(Oxford Health Plans)
Norwich, CT
                     
*Provide high level customer service, application, desktop, 
  and telecom software and hardware support with immediate 
  solutions for the end-users. 
*Provide phone support daily. 
*Document end-user issues/requests utilizing Vantive. 
*Provide identification/resolution for this infrastructure 
  and application issues. 
*Respond to closure approval requests daily. 
*Retain ownership of all issues/requests assigned until 
  closure with end-user agreement. 
*Identify/Document reoccurring issues and present to 
  management for possible solution. 
*Suggest/Implement innovative idea's to improve the help 
  desk process. 
*Maintain quality assurance standards daily. 


04/01-10/01                   DSL.net
New Haven, CT            TAC Technician II

* Troubleshoot and educate Small and Medium business
   technical issues such as Connectivity, Bridges, Hubs &
   Routers, TCP/IP, Ethernet and WAN configurations,
   Routing & DNS as well as working daily with multiple
   ILECS.  End User troubleshooting included resolving
   Operating System conflicts with Windows
   3.11/95/98/NT/2000/ME/XP and Macintosh OSs 7.5.1 and
   higher, email problems and configurations of Outlook
   97/98/2000 as well as Outlook Express, Netscape
   Messenger, Eudora as well as other COTS products.
   Educating users of some Operating System and Software
   functions was also a necessary requirement for successful
   resolutions


04/00-04/01          NEW HORIZONS COMPUTER LEARNING CENTER
Santa Rosa, CA             Computer Software\Hardware
New Haven, CT                     Instructor

* Educating students in the use of various software and 
   Operating Systems from Beginning to Advanced Levels such 
   as MS Office 97/2000 products, Windows/Macintosh 
   Operating systems, HTML structure


12/00-04/01          WORK SOURCE CAREER CENTER
New Haven, CT   Regional Workforce Development Board
                       Computer Instructor

* Educating students on becoming comfortable with computers 
   as well as a Windows Operating system-to assist them in 
   obtaining skills necessary for employment


12/97-04/00                COX COMMUNICATIONS
San Diego, CA       @Home Internet\Help Desk   
Santa Barbara, CA       Technical Support Supervisor

* End-User Help Desk Technical Support for over 300,000 
   residential customers
* Experienced with 13 different Cable systems,6 different 
   cable modems, 10 different ethernet cards
* Extensive knowledge of Internet software packages, Dial-
   up Support, Networking configurations, VPN Support, 
   Windows 3.11\95\98\NT\2000\XP and Macintosh Operating 
   systems, superior knowledge of Hardware and Resource conflicts
* Superior Communication, Listening and Patience skills
* Mentor\train new employees 
* Write Technical Manuals for use in procedural 
   troubleshooting
* Educate Technical Support Representatives how to identify 
   and solve problems
* Assist field technicians in overcoming installation and 
   trouble calls obstacles 
* Work daily with @Home Network Operations Center, IT 
   Operations, System Administration 
* Familiar with a DOCSIS environment and DHCP Network
* Monitor of UBRs to identify problem modems as well as 
   find Bandwidth violators
* Developed a plan to institute USB Ethernet Adapters into 
   the installation scheme-which will result in savings of 
   both time and money while achieving the same if not 
   better throughput
* Involved in the Beta Test group for the @Home software, 
   my suggestions and recommendations have been 
   instrumental in developing new releases

10/95-12/97              TRAVELODGE RESERVATIONS
El Cajon, CA                Reservation Agent

* Assisting customers with hotel reservations throughout 
   North America
* Suggestive selling car rental, travel memberships and 
   attraction tickets

01/93-10/95                  VIDEO UNIVERSE
Poway, CA                   District Manager

* Management of 7 video rental\sales stores
* Hiring, training, employee supervision
* Inventory control, marketing, merchandising, advertising 

11/91-12/92                BLOCKBUSTER VIDEO
Mesa, AZ                    Shift Supervisor

* Supervision of 4 employees
* Handling bank deposits, inventory control, assist in 
   setup\opening of other Blockbuster Video locations
* Comparison shopping of competitors

EDUCATION:
   GROSSMONT COLLEGE
                      Computer Science
                      MOUS Certified

   NATIONAL BROADCASTING SCHOOL
                       Radio & Television 
                         Announcing & Production

   CANYON DEL ORO HIGH SCHOOL
                       Business Sales & Management
                       Public Speaking


REFERENCES 
 Leslie Wooddavis Cox Communications Cox@Home-Team Manager 
 Phone Number: 858-715-4400 
 Email Address: leslie.wooddavis@cox.com 
 Reference Type: Professional 

 Dave Couch Cox Communications Dispatch Supervisor 
 Phone Number: 805-683-7751 
 Email Address: dave.couch@cox.com 
 Reference Type: Professional 

 Dave Fretz Cox Communications Field Supervisor 
 Phone Number: 805-683-7751 
 Email Address: dave.fretz@cox.com 
 Reference Type: Professional 

 Eric Moore Cox Communications Team Manager 
 Phone Number: 805-683-7751 
 Email Address: eric.moore@cox.com 
 Reference Type: Professional 

 Trevor Cobain CDI Corporation Account Manager 
 Phone Number: 800-590-0047 EXT.3007 
 Email Address: trevor.cobain@cdicorp.com 
 Reference Type: Professional 

 Tony Novitski Computer Sciences Corporation Help Desk Supervisor 
 Phone Number: 860-425-5458 
 Email Address: anovitsk@csc.com 
 Reference Type: Professional 

 Lucie Poulicakos DSL.net Vice President, Customer Service and Support 
 Phone Number: 203-772-1000 
 Email Address: LucieP@dsl.net 
 Reference Type: Professional