Bob Ferland's Home Page
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My Resume - Text Version
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ROBERT R. FERLAND
-SKILLS AND ABILITIES-
Proficient in Operating Systems:
* Microsoft Windows Vista
* Microsoft Windows XP Professional
* Microsoft Windows 2000 Workstation
* Unix
* IBM OS/2 Warp
* Microsoft DOS 6.22
Proficient in Applications:
* Microsoft Word 2003
* Microsoft Excel 2003
* Microsoft Access 2003
* Microsoft PowerPoint 2003
* Microsoft Outlook 2003
* Microsoft Visio 2005
* Microsoft Internet Explorer 7
* QuattroPro
* dBASE III
* dBASE IV
Personal:
* Reliable, willing to help others, motivated, positive "can
do" attitude, strong leadership skills, effectively handle
high stress situations, friendly.
-WORK EXPERIENCE-
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.
-EDUCATION-
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 and 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.
-RELEVANT WORK EXPERIENCE-
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.
-AWARDS AND ACCOMPLISHMENTS-
* 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
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