ROBERT R. FERLAND
Proficient in Operating Systems:
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Proficient in Applications:
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Personal:
Reliable, willing to help others, motivated, positive "can do" attitude, strong
leadership skills, effectively handle high stress situations, friendly.
Technical Project Analyst II, Bank of America, Belfast, ME, 3/06-11/07
Performs work related to information technology implementations, upgrades, conversion and recovery.
Fully competent to provide analytical support for complex information technology projects.
Develops and revises project materials.
Provides presentation materials and works on contributions to the development and completion of project deliverables.
Provides numerical and graphical design support.
Telecom Network Analyst, MBNA AMERICA BANK, Belfast, ME, 10/04-3/06
Entered and processed work orders for Telecommunications and Desktop Computing Departments.
Conducted self-audits on telecommunication systems including modems, AUDIX, Service Observe, and spare equipment.
Provided remote, second level support for desktop computing issues.
Delegated and distributed workload evenly within technician staffing model.
Senior Helpdesk Analyst, MBNA AMERICA BANK, Belfast, ME, 02/00-10/04
Provided first level technical support to the Northern, Mid-Atlantic, Southern, Southwestern regions, as well as our corporate headquarters in Delaware of Legacy MBNA.
Consistently able to fix most application problems during initial call.
Supported both windows and Unix based environments.
Managed call volume successfully at peak times or during system outages.
Created procedure manual to outline frequent tasks in a user-friendly format.
Conducted self audits on shared folders, servers, and Mosaix outward calling system.
Created and managed accounts in Mosaix, Novell, and FastData systems.
Provided access to shared folders.
LAN Administrator, MBNA AMERICA BANK, Belfast, ME, 10/99-02/00
Provided second level technical support for Customer Satisfaction, Customer Marketing, and Inward Telesales Departments.
Assist business units with PC moves.
Effectively maintained the standard of systems working at least 98% of the time for our Customers.
CHAMPLAIN COLLEGE, Burlington, VT
Bachelor of Science Degree, Business, 4/99
Associate in Science Degree, Networking & PC Support Specialist, 4/98
Presented with the 1999 Service Award for the
greatest contribution to furthering the interests of Champlain College.
Recognized Nationally for earning Who's
Who Among Students In American Universities
& Colleges for academic citizenship, leadership and
potential for future achievement.
Elected as Secretary / Public Relations
Chairperson of the Student Government Association Executive
Board.
President and Co-founder, Bible Connection
(campus Christian organization).
Competitively chosen by the President, from 1600
students as member of Appeals Committee.
One of eight students competitively
chosen from 1600 students as member, Conduct Review Board.
Received the 1996 Chandler S. Page
Award in recognition as the student who has exhibited the most
college spirit.
Vice-President and back-up Residential
Assistant of East House Dormitory.
Treasurer, Champlain Computer Association.
Competitively chosen as Orientation
Leader.
Games Record Keeper, Athletic Department.
Member, International Club.
Network Administrator Intern, LANG ASSOCIATES, Burlington,
VT, 1/96-4/96
Gained valuable experience in the
management and coordination of the use of the company network.
Assisted the staff with solving computer
problems.
Set up users on the network and ensured
their appropriate access to information.
Solved printer problems.
Technical Support Specialist / Web Developer, Computer Center, CHAMPLAIN
COLLEGE, Burlington, VT, 9/97-4/98, 9/98-4/99
Designed and built web pages for various departments on campus.
Promoted from Technical Support Specialist to Web Development.
Gained considerable knowledge about intricate
networking concepts.
Supported Champlain Online distance learning
on the World Wide Web.
Supported Vermont Business Institute, Champlain
College's Internet service provider.
Handled incoming calls from students, faculty,
and staff to support a wide variety of computer related problems.
Installed and configure computers to
run on the college network.
Telesales Systems Administrator, MBNA AMERICA BANK, Portland,
ME, Summer 1998
Assisted managers and representatives with network, account and system problems.
Assigned appropriate access and restrictions to users on network.
Conducted reports on credit card sales, insurance transactions, and agent hours for the administration.
Handled company and department databases to fix user account and identification problems.
Created and executed job leads for representatives.
Audited network traffic and self-audit reports
to check for security violations.
Handled confidential financial information of clients.
Devised filing system to record work orders.
Systems Administrator/Receptionist, MAINE AQUARIUM, Saco,
ME, Summer 1997
Setup computers to run educational quiz.
Repaired computers, upgraded and
installed hardware.
Gathered information on the Internet
and created database used for exchange of information.
Greeted guests and took messages for staff.
Peer Assistant, Career Planning Office, CHAMPLAIN COLLEGE,
Burlington, VT, 9/96-4/97
Assisted busy office in construction of
database for resume referral system to link employers and
applicants and generate relevant correspondence.
Conducted maintenance on office
computers.
Devised system, collected data, and
compiled results for wellness project.
Instructed students in use of the Internet.
Modified web-page design; updated
links.
Lap-top Technician, Continuing Education Department,
CHAMPLAIN COLLEGE, Burlington, VT, 9/96-4/97
Setup and configured lap-top computers
used in classroom environments.
Trouble shot and solved computer-related
problems.
Installed and configured software.
Systems Analyst, netMAINE, Portland, ME, Summer 1996
Demonstrated problem solving skills in
the devising of methods to crash proof the network server.
Wrote program designed to increase
software backup efficiency.
Gained knowledge of HTML and applied this
knowledge to Web page design.
Vigel Honor in the Order of the Arrow, Boy Scouts, 1995
Eagle Rank, Boy Scouts, 1994
Citizenship Award, Walton and Edward Little High School, 1991 and 1992
Principal's Award, Walton High School, 1991
References available through Office of Career Planning, CHAMPLAIN COLLEGE, Burlington, VT 05402-0670 (802)860-2720
