HAROLD W. CURTICE, SR.

308 North Park Drive

Sultan, WA 98294
Cell 425-445-2348
hc68d398@westpost.net

PROFESSIONAL SUMMARY
Versatile, resourceful professional with 10+ years
experience delivering unparalleled support to clients such
as Starbucks, Washington Mutual, Microsoft, AT&T, British
Airways and more. Assume complete control of all
assignments, with a strong commitment to quality,
responsiveness and on-time delivery. Broad skill set in
project management, staff supervision, LAN/WAN
administration, hardware/software troubleshooting,
documentation, inventory management, SLA reporting and
client relations/billing.
* Fast-paced, flexible senior-level contributor, adept at
staying on-task and on-time despite shifting priorities and
tight deadlines.
* Exceptional ability to communicate complex technical
information to top-level management as well as end users.
* Consistently demonstrate practical yet imaginative
approaches to service delivery, workflow management and
process improvement.
PROFESSIONAL CERTIFICATIONS
A+ - Certified Computer Technician, CompTIA
Dell - Associate Desktops & Portables v5.0
Optiplex/Latitude
HP - HP Desktops, Workbooks and Notebooks
IBM - ThinkPad and Desktop
PROFESSIONAL EXPERIENCE
COMPUCOM SYSTEMS, INC.; 03/2004 - Present
PROJECT MANAGER/TEAM LEADER/TECHNICAL SUPPORT TECHNICIAN; 6
years 3 months
Clients: Starbucks, Washington Mutual, First Interstate Bank
STARBUCKS (03/2004 - Present)
Primary point of contact between CompuCom and Starbucks,
acting as the first triage point for customer escalations.
Dispatch work orders to 6 (direct) and 50 (indirect)
technicians in the field throughout US and Canada. Work
closely with Starbucks users, CompuCom engineers and Program
Executive to achieve business goals and resolve customer
service issues. Track and report all SLA values on weekly,
monthly and quarterly basis. Identify areas for improvement
and lead projects to completion.
KEY ACCOMPLISHMENTS:
* Recommended change in shipping carriers, reducing costs
to ship laptops to Canada by two-thirds and saving client
over $2K in the first month of implementation.
* Raised productivity by developing new metrics reporting
for on-site technicians and modifying SLA report to reflect
actual numbers of work level meeting requirements.
* Facilitated weekly billing review and approval process
among various personnel.
* Kept client's management updated on service delivery
through written and oral presentations.
* Installed, configured and deployed a wide variety of
hardware/software solutions.
WASHINGTON MUTUAL
Ensured timely and accurate setup of equipment shipped to
client from CompuCom's central site. Supplied comprehensive
technical support, performing installs, moves and changes.
Environment: Remedy, AIRTime, Clearvision, SIMS, iQueue
CONSULTING PROJECTS (through various firms); 05/2000 -
03/2004
TECHNICAL SUPPORT/SYSTEM ADMINISTRATION; 3 years 10 months
Clients: HP/Microsoft, Weyerhaeuser, Western Wireless, AT&T,
Northwest Marine Fisheries Science Center,
Gentronics/British Airways, Tech-Aid, Robert Half, Gentiva,
Liz Claiborne, Financial Group, Greater Bay Bancorp,
Siemens, American Express, Compaq
KEY PROJECT ACCOMPLISHMENTS:
* HP/MICROSOFT: Core team member migrating 200+ Microsoft
servers from one data center to another under aggressive
timeline. Installed servers in new racks, organized cabling
and powered up to verify all services started on time.
* WEYERHAEUSER: Assisted established team of
Helpdesk/Customer Support technicians. Audited computers for
replacement through COE.
* WESTERN WIRELESS: Seamlessly upgraded Windows
XP/2000/NT workstations and reimaged existing computers
(Ghosts), with little to no business interruption.
* AT&T: As Tier 1 phone support, ensured all issues were
resolved to the customer's satisfaction. Created, updated
and deleted logins for multiple user applications.
* NORTHWEST MARINE FISHERIES SCIENCE CENTER: Retained for
2 years to supply computer support for 300+ on/offsite
systems via email, phone and walk-in.
* Troubleshot Windows XP/2000/NT/98/95 and Macintosh
problems.
* Administered domain and email; set up new and updated
user accounts.
* Installed and maintained a variety of hardware/software
and peripherals.
* Built and configured IDE RAID systems.
Environment: Windows XP/2000/NT/98/95, Macintosh, MS
Office Suite, Ghost, RAID, Remedy
TECHNICAL SUMMARY
PLATFORMS: Windows XP/2000/NT/98/95, Macintosh
SOFTWARE: MS Office Suite, Active Directory, MS Exchange,
Ghost, Remedy, HTML
EDUCATION
Everett Community College, Everett, WA
A.S., General Studies, 1999