Bruce McClellan

9321 Steeple Court

Laurel, MD 20723

800-556-5957

Summary of Qualifications

Technical

· Proven ability to analyze, evaluate, and resolve hardware/software conflicts and client/server problems.

· Actively involved in the maintenance, troubleshooting, and continued development of released software.

· Able to diagnose application errors and network connectivity problems and implement solutions.

· Performed upper level help desk support, assisting first and second tier personal and end users to resolve complex issues and solutions.

· Maintained, updated, and created case notes in the Clarify system so that solutions would be available for help desk and field personal.

· Developed and maintained a #1 ranked website (#1 ranking on major search engines / www.MarylandComputerRepair.com Keywords “Maryland Computer Repair”

· Provided effective and consistent technical support at customer sites, over the phone, ‘on site’ and via remote software such as pcANYWHERE to United States and international sites.

· Performed the installation, configuration, and management of LANs, VPNs and WANs in clients business locations and in own corporate office.

· Performed all phases of quality assurance in the software development cycle including developing test plans and test cases, and testing of new software as it is being developed. Utilized various software testing tools.

· Developed and administered the instruction program for a new Point Of Sale system for management and hourly crewmembers.

· Coordinated installation schedules with hardware and software companies and the corporate IT department for 40+ stores.

· Provided ‘live support’ to crew and management during first ‘go live’ day. Conducted ongoing training for new features as they were added

· Performed in-home repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems.

· Installed and upgrade computer and network components

Management / Sales

· Performed customer sales demonstrations. Demonstrating Point of Sale hardware and software packages.

· Actively involved in the entire sales process from initial contact, qualification, demonstration, quotation and delivery.

· Developed self running Power Point sales demonstrations

· Directly responsible for ensuring consistent customer satisfaction to ensure positive sales increases each year.

· Supervised and trained assistants on all aspects of managing the business, including weekly scheduling, inventory analyses, and all financial aspects

· Proficient at communicating effectively with customers, management, and staff. Ability to recruit, motivate, and develop long-term employees.

· Worked with management at the corporate level to ensure that the long-term business plan of the company was carried out effectively.

· Consistently implemented new techniques and procedures, which increased productivity and lowered costs.

· Oversaw all financial aspects of the business. P/L statements, budgets, forecasting of future sales, ordering of products and supplies.

· Responsible for Physical security (door locks, safe combinations) for the entire region of stores.

· Managed high volume service / support department

Career History

2003 – Present Faster Digital / Maryland Computer Repair Laurel, MD

Owner, Lead Technical Support

2003 – Present American Point of Sale Systems Beltsville, MD

Service Manager

2000 - 2003 MICROS Systems Inc. Columbia, MD

Software Quality Assurance Engineer 2000-2002

Systems Engineer 2002-2003

1996 - 2000 Au Bon Pain Inc. Washington, DC

POS Installation Coordinator 1999 – 2000

General Manager 1996 - 2000

1990 - 1996 Ruby Tuesday Restaurants Silver Spring, MD

General Manager

Education

Meade Sr. High School Ft. Meade Maryland

Windows NT Technical Support

Internetworking with TCP / IP

Windows 2000 Accelerated Course

MCSE course work in concepts and industry-standard terminology. OSI Models. Planning and laying out a physical network, topology and hardware. Selecting appropriate media cabling network adapter cards, wireless technologies for different business scenarios. Implementing network protocols such as TCP/IP and connecting network components, administering networked resources through shares and accounts. Expanding and upgrading networks. Monitoring and supporting network performance; diagnosing and resolving problems.

Accomplishments

Promoted to the Escalation group because of my outstanding ability to troubleshoot and track down difficult and complex issues within the software and physical systems. Was continuously dispatched to high profile client sites to resolve technical issues and assure the client that their needs were being met. Successfully turned clients around who were ready to find other system providers, keeping them satisfied with our software and hardware packages. Was a major contributor in the development, testing, distribution, and ongoing maintenance of Enterprise Management software that is used by some of the largest companies in the world to manage their computer systems, inventory control, menu item pricing, and labor costs in hundreds of locations throughout the world.

Consistently posted positive year over year sales and profit figures in several different locations. Obtained the highest bonus payouts available each quarter. Won the “Store of the Year” and “Crew of the Year” award (out of over 300 stores) two years in a row. Selected as the district ‘training store’ for new and promoted store managers. Was responsible for selection of vendors that would provide product to the entire region. Negotiated contacts and maintained relationships with these vendors. Was the contact point between all stores in the region and the vendors.

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