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Business Writing E-Portfolio



RCampus


My Business Plan

 

 
 
 
 
 8Tek Solutions
 
817 Park Ave
Baltimore MD, 21201
Tel: 443-829-5509
Web site: http://www.8tek.net
E-mail: solutions@8tek.net
Office Hours:

           Monday - Friday 8:30AM to 5:30

The Executive Summary

8Tek Solutions is IT consulting company specializing in advanced network solutions, desktop support, and enterprise services. Our services and support are designed from the ground up to provide the most complete and concise support spanning a great myriad of Information Technology needs. With a rich history of multi-faceted training and experience we know how to help our clients understand the technologies that help them succeed and keep them running at maximum efficiency.
8Tek Solutions will be created as LLC and owned by Gavin Brown and Svetlana Goncharova. . Gavin Brown is a founder and the president of the company. He will also do the majority of work according to his skills. Svetlana Goncharova is a founder and vice-president of the company. She will also be doing the financial part and managing the company.
8Tek Solutions will be located in Baltimore MD. The company will be a home office start-up, utilizing one room in the owner's home. It will help the company to save lots of money. Because of our low overhead costs, and superior financial conditions we will be capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services.  
Company’s target market customers will be:  
Ø Start-up companies who need assistance with a start-up set up and other.
Ø Home office companies is the largest and fastest growing segment, this segment is obviously defined as small businesses that are based primarily out of the owner's home.
Ø Small business - Defined by the government as businesses with 1 to 99 employees, this is the second largest and fastest growing segment in Baltimore.
Ø Medium businesses - 100 to 499 employees.
Ø Large businesses - 500 or more employees.
Competitive threats come from other consulting companies that are located in Baltimore area and around it including the following companies: Catalyst IT Services, All Covered, NGEN LLC, Dataprise Inc., Computer Troubleshooters, Graymar Business Solutions, and other. Most of them have very narrow skill base, very limited platform support capabilities, and soft/hardware experience. There is no doubt that we are going to be able to compete against all other service providers. Comparing to the competitors who focuses only on a few particular services 8Tek Solutions provides multi-dimensional IT services. Because of our low overhead costs, and superior financial conditions we are capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services. 8Tek Solutions also offer a very high level (more than 17 years) of practical experience, professionalism, and confidentiality.
 Vision and Mission Statement
Mission: 8Tek Solutions exists to provide fast, reliable high quality IT support to local big, medium, small businesses, and home users. Comparing to the competitors who focuses only on one particular service 8Tek Solutions provides multi-dimensional IT services. 8Tek Solutions offers a very high level (more than 17 years) of practical experience, professionalism, and confidentiality. We give our clients the assurance that we will be there when they need us and have everything they need to run their businesses as well as possible, with maximum efficiency and reliability.
Vision: The short term objective is to start this company quickly and inexpensively, without a debt. The long term objective is to grow the company into a stable and profitable entity and become a well-known and respected provider of advanced network solutions, desktop support, and enterprise services. 8Tek Solutions achieves its goals by:
·         providing fast response,
o    informed expertise,
o    consistently high quality services,
·         increasing service offerings,
·         Creating unique and cost-effective solutions to problems.
The company generates enough satisfied repeat customers to provide a stable retainer base and makes a repeated profit.
 Company History:
         8Tek Solutions was founded in 2008 with the vision of bringing a new dimension to the typical role of IT support. We dreamed of creating an organization that could cover the whole spectrum of IT needs in today's ever complex world of Information Technology. Our services and support are designed from the ground up to provide the most complete and concise support spanning a great myriad of Information Technology needs. From the enterprise, to the home, there is no project too large, or too small for our capabilities. With a rich history of multi-faceted training and experience we know what it takes to get the job done, and provide the close and personal touch to help our clients understand the technologies that help them succeed and keep them running at maximum efficiency.
Because of our low overhead costs, and superior financial conditions we are capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services. We keep our costs down, so we can pass that savings on to you.
We have excelled in providing benchmark settings results to all of our clients through a deep understanding and love of the Technology we provide. This after all is not just our work, but our Love for the world of Technology.
Our history of achievements includes massive Network Infrastructure rollouts for major Universities, Hospitals, and financial institutions, all the way down to the most basic of home users looking to understand the technologies that make their lives more full and productive.
 Business and Industry Profile
8Tek Solutions will be focusing on advanced network solutions, desktop support, and enterprise services. The company is going to provide the services to big, medium, small companies; start-up companies and home users located in Maryland, Columbia, Washington DC, and Virginia.
            Our most important potential customers are executives of different types of companies. Those owners and managers don’t want to waste their time and look for different companies which focus on one particular service. They are interested in finding a company that provides multiple services so that they can save money and time.
Key Success Factors
1.      Fast response
2.      Seventeen years Experience
3.      Fast and detailed expertise
4.      consistently high quality services

5.      Creating unique and cost-effective solutions to problems

General trends and issues

Consulting industry is in a constant state of change. The industry is highly competitive. The state of the industry is much different than it was a decade ago. The requirements have become more stringent. The demands on the capabilities of a consulting firm have increased many times.

 

Market Segmentation

                 Home Office Businesses - The largest and fastest growing segment, this segment is obviously defined as small businesses that are based primarily out of the owner's home. This is not the same as simple home computer users. It represents viable market segment for computer consulting.
Small business companies are defined by the government as businesses with 1 to 99 employees, this is the second largest and fastest growing segment and second important market segment for 8Tek solutions. They represent majority of business in Maryland. Since 8Tek Solutions provides multi-dimensional IT services and not focusing on just one particular service a lot of companies are going to be interested in getting “everything in one package”. Instead of looking for different companies who do different kind of services, our customers are able to get those services in one place saving their money, and time.
            Big and medium businesses are our third important market segment. They represent minority of businesses in Maryland. Some of them might have their own IT departments.
 Industry growth
            In the late 1990s IT consulting business exceeded 20% per year. It slumped to a piddling 2 percent in 2001, according to Kennedy Information’s Consulting News. These numbers reflect the fact that consulting spending has decreased as of late. Companies spend less on consulting budgets, so projects are smaller and the competition to get projects is fierce.
The outlook for tech spending is positive, with industry observers predicting a slower, sustainable expansion in the coming years. In 2005, a report from Kennedy Information indicated that the technology consulting market as a whole will expand 8.8 percent annually through 2009. And according to an IDC industry survey in January 2007, spending on tech services will grow at a 5.8 percent compounded annual rate through 2010, with government, banking and manufacturing industries expected to increase spending the most. In the long term, things are looking even better for the IT business, because every business nowadays is based on IT Technologies.
Profitability of the IT industry
Just over 100,000 consulting firms in the US generate combined annual revenue of about $125 billion. Large companies include IBM, Accenture, McKinsey, and Booz Allen. The industry is highly fragmented: about 75 percent of consulting firms are one- or two-consultant operations. The average consulting firm has fewer than 10 employees and annual revenue under $1 million. The profitability of firms depends largely on the special expertise they provide to clients. Large firms can offer a variety of services to big customers. Small firms can easily coexist with large ones if they have expertise in a highly specialized area or industry. Our company is going to start as inexpensive home-office company.
Business Strategy
Our company’s goals are to achieve name recognition, attract customers, and increase profit. 8TEK Solutions will focus on advanced network solutions, desktop support, and enterprise services. To achieve its goals our company will use strategies:
1.      The company will implement a low-cost strategy. Because of our low overhead costs, and superior financial conditions we are capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services. We keep our costs down, so we can pass that savings on to our customers.
2.      Once customers have been acquired, the company will seek to offer them additional services which will increase margins and provide them with useful solutions they would not otherwise find.
3.      Our third strategy is emphasizing relationships. The tactics that 8Tek Solutions will use to bring more regular contact with the customers, and increasing sales per customer include:
·         web promotion - using a web page to showcase the owner's skills and knowledge
·          direct mail
·         Advertising
4.      8Tek Solutions will be able to excel in the market because the company is small, highly focused, and motivated. The company can respond quickly to changing opportunities and take advantage of the latest technologies.
 Services:
 
Networking Services:
 
1. Network Hardware Installation and Configuration
2. Network wiring analyses and installation
3. Network Maintenance and repair services
4. Wireless analysis and installation
5. WAN Planning and installation
6. VPN and remote services planning and installation services
7. Telecommuting setup and installation services
8. Quality of service planning and network configuration
 
Enterprise Infrastructure Services:
 
1. Network server Analyses, purchase, and installation
2. Microsoft, Linux, UNIX and Novell server configurations
3. Enterprise Mail service installations and configuration
4. File System Backup installation and configuration (Hardware and software) Enterprise
5. SQL Server Installation and configuration on any platform
6. Security amylases and configuration for both enterprise and small business
7. Telecommunications planning including VOIP setup and configurations
 
Workstation Services:
 
1. Analyses of current desktop standards and recommendations for upgrade paths and future workstation planning
2. Cost analyses of hardware and best practice purchasing plans for workstations
3. Ordering and Installation including current platform and file transferors
4. Workstation repair and backup services
5. Security Analyses of current desktop standards and future proofing polices to prevent vulnerabilities
 
Business Services:
 
1. Technology Overview Planning and cost analyses of infrastructure
2. Total cost of operations planning for Network, Workstation, and Infrastructure systems
3. Recycling services for out service hardware
4. Energy policy planning for cost reduction and facility efficiency
5. Proper Usage policy planning for Technology efficiency and legal services
 
Home Services:
 
1. Hardware and software repair services
2. Security planning and repair
3. Power planning to reduce household bills
4. Network Installation for home networks and proper security planning
5. Wireless home planning and range / Bandwidth testing
6. Wireless Security testing
7. Home automation integration services
8. Telecommunication wiring services
Marketing strategy
The purpose of the marketing strategy is to attract more customers, to build strong personal relationship with our customers, and to increase the sales. The company will benefit from it by increasing its profit.
Our target market customers are:
·         Start-up companies who need assistance with a start-up set up and other.
·         Home office and small local business that have technology needs including networking and general computing needs in the office. They are the largest and most logical target markets for 8Tek Solutions. These businesses mostly have a need for temporary technical aid, usually billed at an hourly rate. There are roughly 300 home and local businesses in the Baltimore metro area including its suburbs that do not have in house IT departments and regularly require external IT consultants for their technology needs.
·         There is a great multitude of medium business in the Baltimore area as well. According to market research there are about 200 medium sized businesses in the area that do not have in house IT support and have to use an external support on a very regular basis.
·         There are approximately 20 Large companies in the Baltimore area that often require frequent assistance on projects that are either out of scope for their internal IT departments or simply more effective to go with an external firm for specific projects.
Advertising and promotion
·         The primary promotion strategy for 8Tek Solutions is going to be leveraging the use of electronic mediums such as the Google Local Business search and Yahoo local businesses. This form of advertising allows business and local customers to quickly and easily find other businesses that match their needs.
·         Our second promotion strategy will be focusing on local media. We are planning on advertising in local newspapers such as “City Paper”(It is going to cost around 100$ a week), and “Baltimore Sun”(200$ a week).
·         Our third promotion strategy is direct mail. It is going to be based on already existing connections. We must radically improve our direct mail efforts and yet avoid becoming spammers at the same time.
·         The ultimate promotion strategy will be in guaranteeing customer satisfaction: happy customers will generate repeat and new business. It is going to help us to develop “word-of-mouth” advertising in which satisfied customers recommend a business to friend, family members, and acquaintances.
Pricing Strategy
The pricing strategy is going to be based on low prices. Because of our low overhead costs, and superior financial conditions we are capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services. We keep our costs down, so we can pass that savings on to our customers.
Location
Our company is a home-based firm which is located in Baltimore MD. Doing business from home is the best way to lower starting capital. Keeping our costs low will help us to develop pricing and advertising strategies. There is a possibility of getting an office space in the future when 8Tek Solutions is going to be developed enough to cover those costs.
Competitor Analysis
8Tek Solutions believes that its customers choose its products and services based on the following criteria:
1.      Pricing
2.      Experience
3.      Reputation
4.      Service
5.      Accessibility
Because of our low overhead costs, and superior financial conditions we are capable of providing the most competitive rates in the market for our services, while at the same time never sacrificing quality, or reliability of our services. 8Tek Solutions offer a very high level (more than 17 years) of practical experience, professionalism, and confidentiality. Company’s goal is to earn a perfect reputation by a number of strategies stated in the vision and the business strategy of the company. Our focus group sessions indicated that our target home offices businesses and small companies think about price but quality service is also very important that is why it should be properly presented. It is going to help us to build a strong reputation. Some of them are even ready pay 10-20% more for a relationship with a long-term vendor providing back-up and quality service and support. Accessibility is also very important. The home office and small business owners tend to want immediate, local solutions to problems. Those are most important criteria that 8Tek Solutions is going to focus.
Main competitors:
Competitive threats come from other IT consulting companies, including the following companies: Catalyst IT Services, All Covered, NGEN LLC, Dataprise Inc., Computer Troubleshooters, Graymar Business Solutions, and other.
Catalyst IT Services
1501 W. Mount Royal Avenue
Baltimore, MD 21217
Phone: (410) 385-2500
Fax: (410) 385-0522
Services:
They have split information into four categories:
·         Application development
·         Enterprise reporting
·         Collaborative services
·         Training
Strengths: national image, high volume, strong values, local support team
Weaknesses: narrow focus, lack of personal attention.
All Covered
Serving the Baltimore Area
Tel: 410-975-4736
Services:
·         IT Strategy
  • On-site Support
  • Remote Monitoring
  • Security
  • Back-up
  • Spam Filtering
  • Anti-Virus
  • Network Design
  • Consulting
Strengths: 10 year experience
Weaknesses: narrow focus, and very limited platforms and hardware experience. Very few operating systems supported.
NGEN LLC
Baltimore, MD
877-342-1221
NGEN provides design, installation and ongoing support of network infrastructure for small to medium sized companies (5-500 users). Their specialty lies in Windows? 2000/NT-based office networks, providing services such as File/Print sharing, E-mail, Internet Access, Firewall Management, Remote Access, Data Backup and Virus Protection.
Strengths: Strong Microsoft background and the ability to support a rather large business base due to staff size.
Weakness: Vary narrow scope of expertise. No support for other platforms and infrastructure types.
Dataprise Inc.
Baltimore, MD
888-414-8111
Services:

PC; Service; Repair; Microsoft; Computer support; network support; novel; Troubleshooting; Network; Wireless Network; Spyware; removal; prevention; Virus Detection; Virus Removal; Firewall; Internet Security; Certified; Custom; Built; PC; Server; Software; Upgrade; Individual; Corporate; Training; Business Network; Home Network; computer; spyware; spy-ware; virus; viruses; anti-virus; anti-spyware; identity theft; data security; systems consulting; printer repair; okidata; hp; oki; hewlett packard; pc service; pc repair; computer service.
Strengths: Large employee base and the ability to provide clients with a full support team.
Weakness: Narrow skill base and very limited platform support capabilities. Very few operating systems and hardware platforms supported.
Computer Troubleshooters
Computer Troubleshooters is geared towards the small business user or small office with between 1 and 50 PC's.
Services:
  • Application Installation and Support
  • Independent Advice
  • Virus/Spyware Protection and Removal
  • Security Analysis and Troubleshooting
  • Internet and Email Setup and Assistance
  • Networking and Server Maintenance
  • Regular cleaning and maintenance
  • Web site Design and Hosting
  • Custom Software Development
  • Remote Access and Diagnostics
  • Data Recovery
  • Service Plans
  • Training
  • Hardware and software troubleshooting
Strengths: Franchised operation allows for expansion of market reach.
Weaknesses: Limited support ability and very narrow scope of operating system and hardware platforms. Most limited to basic desktop support and home networking options.
Graymar Business Solutions Inc.
 69 W Timonium Rd
Timonium, MD 21093-3107
Telephone:   
410.561.4600
FAX: 410.561.4603         
The company offers technical services and business solutions regional and national customers need most including:
·         24/7 Support
·         Application services
·         Consulting
·         Hardware & software support
·         Installations, moves & changes (IMAC)
·         LAN/WAN
·         Managed services
·         Migration services
·         Network design, integration & implementation
·         Outsourcing services
·         Professional services
·         Remedial PC, printer and server maintenance
·         Security solution, assessment & development
·         Technology refresh services
·         Voice Over IP
·         Wireless communication services
 
Strengths: Wide array of services, extended business hours, ability to support large customer base.
Weaknesses: Small capabilities for hardware support, limited network expertise.
There is no doubt that we are going to be able to compete against all other service providers. By providing the most competitive rates in the market, offering a very high level of practical experience, professionalism, confidentiality, and providing multi-dimensional IT services instead of focusing on a few ones will help to grow our company into a stable and profitable entity and become a well-known and respected provider of advanced network solutions, desktop support, and enterprise services.
 
 
 

 
 
Plan of Operations
8Tek Solutions is IT consulting company that was found in 2008 in Baltimore MD by Gavin Brown and Svetlana Goncharova.
8Tek Solutions provides the most complete and concise support spanning a great myriad of Information Technology needs. The company will be focusing on advanced network solutions, desktop support, and enterprise services.
8Tek Solutions will be a start-up venture with the following characteristics:
·         8Tek Solutions will initially be an incorporation owned by Gavin Brown and Svetlana Goncharova. Gavin Brown is a founder and the president of the company. He will also do the majority of work according to his skills. Svetlana Goncharova is a founder and vice-president of the company. She will also be doing the financial part and managing the company.
·         The goal is to start the venture as inexpensively as possible, with no debt financing. The industry research shows that computer consulting start-ups are ideal entrepreneurial opportunities with very low start-up costs.
·         8Tek Solutions is a home office start-up, utilizing one room in the owner's home. There is a possibility of renting an office space in the future when company will be making enough profit to support it. The company will also take on some people as it grows.
Start –up costs:
Legal fees – $1000
Advertising, promotion – $400
Stationary – $50
Rent with utilities – about $800 / month
Total owner investment – $2250
Owner’s and Manager’s Resumes
Gavin Brown
    7040 Gentle Shade Rd, #404
     Columbia, MD 21046
     (410) 300-5014
gbrown@jhu.edu
CAPABILITIES
Hardware      
Dell, Gateway, Fujitsu, Toshiba, HP, Compaq, Sony, IBM, Apple, Cisco, Sun, Bay networks/Nortel Networks, Siemens, Cat5, Cat3, Token Ring, Coax and fiber.. 
Software        
SAP, Lucent Vital QIP, Arcserve/Brightstor , Veritas backup exec, Novell Zen works, Oracle 8i, Comdial, Vodavi,   SQL 6.0-2005, Java 2, JDK 1.3, KAWA 4.10a, MS-Office 4.3-XP, Corel WordPerfect, MS-Works, Claris Works, MS Back Office Server, Lotus Notes, Vantive, Adobe Pagemill, Dreamweaver, CU-Base, Netobjects Fusion, Tivoli, Service Center, AS400, MIRC, WSFTP, MS-Internet Explorer, Netscape Navigator, MS-Front Page, ACT, WinFax Pro, ProComm Plus, Norton Utilities, Norton Antivirus, McAfee Antivirus, Netterm, Service Center, HP OpenView Remedy, Simple, Citrix Winframe/Metaframe, Toad, Novell GroupWise 5, Adobe Photoshop 4.0-5.0, MS Publisher, MS Outlook 97, AutoCAD LT, extensive knowledge of most third party shareware, and devolvement support experience with many proprietary software packages.
Operating Systems
Redhat Enterprise Linux, MS-Dos 3-7, MS-Windows 3.x, MS-Windows for Workgroups, MS-Windows 95-98, -Windows NT Workstation and Server 3.51-4.0, Windows 2003 sever, Windows CE, Novell Netware 3.x-6.0, MS-Windows 98, MS-Windows ME, MS-Windows 2000-2003, Windows XP, Vista, MAC-OS 7-X ,SUSE Linux 4.x - 7.0, and Slackware Linux.
Printers          
Hewlett-Packard, Jet-Direct, Tektronics, Canon, Epson, Panasonic, Alps, Lexmark, Okidata, Ricoh, Xerox, Savin, Minolta
Certifications 
MCSE 2K3, RHCE, CCNA,A+ Certified Technician, Network +, Network Defense and Counter measures, Novell advanced Administration, Excellence in Customer support Certification, Microsoft Windows Network Infrastructure
EXPERIENCE
Peabody Institute of the Johns Hopkins University (April 01 - Present)
Senior Network Administrator / Telecommunications Administrator
Responsible for the implementation, and maintenance of Local Area Network hardware and software for the enterprise. Responsible for the design, specification, implementation and maintenance of network hardware and/or software programs, that provide functionality across the Institute. This includes Microsoft suite of applications, Novell, and Redhat Linux, as well as various third party software products to establish a reliable and secure data processing environment.
All Systems Enterprises (January 2001 – April 2001)
Field Technician
Full network and system support for a vast array of clients in the Baltimore / DC area. Duties include Network hardware setup including building wiring. Network software planning, and installation with operating systems from multiple platforms including Win95,98,ME, Windows NT 3.51-4.0, Windows 2000, MacOS, and all flavors of Unix/ Linux. 24x7 Full onsite client support for network and system support issues. 
Sunterra Resorts (August 1999 – January 2001)
Systems Support Tier 3 / Application Development Support
Systems support and network administration for a 24x7 international support center. The operating environment consists of an assortment of Windows 95, Windows 2000, Windows NT 3.51-4 and Novell 3.x-4.x operating systems, including extensive support of LAN/WAN connectivity issues and administration. Extensive Oracle and SQL experience supporting the multinational Sunterra Oracle database. Responsible for the replication, hot-drop and cold backup requirements of this database.   Also supported and maintained all Citrix/Winframe applications.
Florida Hospital   (March 1999 - August 1999)
Technical Support Specialist
 Responsible for installing and maintaining a client support base of 7200 users across four Florida Hospital campuses in central Florida. Major duties included Novell Netware 3.x and 4.x support and administration, as well as extensive Microsoft NT 4.0, Unix AIX and mainframe database support. Hardware supported ranged from PC workstations to the RS6000 mainframe and medical / diagnostic equipment. Software support included: all Microsoft office products and many custom data access suites for specific applications. Help-Desk Level 1 support and phone based trouble-shooting was also provided.
Gateway Companies (January 1998 - March 1999)
 
Technical Support Specialist
Responsible for troubleshooting and maintaining computers for the Gateway client base in both Florida and California. Position required extensive skills in repairing and installing desktop hardware, software, mobile systems and servers. Also responsible for setting up and maintaining the in-store NT 4.0 network using TCP/IP and IPX/SPX to allow complete store access for both IT machines and untrusted displays. Also, maintained and trained sales and customer service staff in the use of Office 97, Exchange and Windows 95-98. Responsible for the Internal Help desk and external client phone support for both hardware and software issues. Provided client relations and end user upgrade support along with preventative maintenance support to maintain a productive environment with quick and concise problem resolution.
Best Buy (May 1997 - January 1998)
Technical Support Supervisor / Sales Associate
Responsibilities included diagnosis and repair of a wide range of personal computers including: PC, MAC and portables in a variety of areas ranging from home personal computers to corporate servers. Supported clients through both Phone Technical Support and onsite assistance. Handled situations from simple software fixes and configurations to full hardware replacement. Assisted store staff with technical issues and IT machine repairs and upgrades for a store containing over 100 units. Extensively used Office 95-97 for business applications, as well as maintaining and supporting Office 97 for the management staff.
All Systems Enterprises (January 1997 - May 1997)
Onsite Technical Consultant
Responsible for supporting a wide range of clients varying from large corporate networks to home-based business platforms, such as: Windows 3.11, Windows 95-98, NT 3.51-4.0, MAC-OS 6-8 and Novell 3.X. Trained and supported multiple users using Office 97 and ACT in corporate environments. Also designed and customized macros and templates for Office 97. Other services performed included, installing hardware, software, networks, routers, and hubs. As a consultant, supported clients both before installation for specific solutions and as end users for the life of the product. Also provided phone support for clients on an on-call basis.
Computer City (November 1995 - January 1997)
 Technical Service Engineer
Duties included troubleshooting and repairing a wide variety of client systems on a carry-in basis. Also provided phone technical support for clients and in-store systems.Responsibilities also included setting up and maintaining small networks using both RJ45 and Thinnet solutions. Provided support for IT Office 95 solutions and custom macros for business purposes on Windows 3.X, Windows 95 and Windows NT 3.51 platforms, as well as upgrade advice and installation help.
Electronics Boutique (October 1993 – May 1994)
           
Sales Associate
Duties included customer support, sales of software and hardware. Provided technical support for hardware and software issues. 
EDUCATION
Johns Hopkins University (September 2001 – Present)
5030 – CCNA Boot Camp
2072 – Administering A Microsoft 2000 SQL Server Database
2274 – Managing a Windows Server 2003 Environment
2275 – Maintaining a Microsoft Windows Server 2003 Network Infrastructure
2276 – Implementing a Windows Server 2003 Network Infrastructure
2277 – Implementing, Managing, and Maintaining a 2k3 Network Infrastructure
2278 – Planning and Maintaining a MS Server 2K3 Network Infrastructure
2279 – Planning, Implementing, and Maintaining MS 2K3 Active Directory
2282 -- Designing a MS Server 2003 Active Directory Infrastructure and Network
RH253 -- Redhat Linux Networking & Security Administration
RH133 -- Redhat Linux System Administration
RH033 -- Redhat Linux Essentials
Implementing Microsoft Windows 2000 Network infrastructure
Advanced Novell System Administration
SCNP Network Defense and Countermeasures
Valencia Community College, Orlando, FL (May 2000 – December 2000)
Computer Science Major 
Relevant courses include: Java, Advanced Java, programming Concepts
ITT Technical Institute, Tampa, FL (August 1995 - August 1996)
Electronics Engineering
 
Svetlana V. Goncharova
817 Park Avenue, apt. 10
Baltimore MD, 21201
443-939-4583
sweetlanaru@yahoo.com
HIGHLIGHTS
·         Four years experience in customer services and computer management
·         Superior customer service skills
·         Enterprise level human relations experience
·         Expert file management skills
·         Electronic administrative specialist
 
RELEVANT SKILLS AND EXPERIENCE
 
Software knowledge
·         Skilled with Windows 95, 98, 2000, XP
·         Microsoft Office
o   Word
o   Power Point
o   Excel
o   Access
o   Outlook Express
o   Advanced Internet Research
Customer service experience
·         Four years of experience in customer service field
o   Conflict management
o   Managing customer service and office support functions within retail sales environment
o   Streamlining workflow efficiencies, and training others
o   Interfacing between customers and vendors exercising strong follow through and problem solving skills
o   Maintaining account information on data tracking system
·         Electronic Administrative duties
o   File management
o   File processing
o   Data organization
o   Data downloading
o   Electronic payroll processing and invoicing
o   Electronic human relation management
 
WORK HISTORY
 
2006 –Present          Administrative Assistant of a General Manager, “Truffles the Catering Company”, Baltimore, MD
2005-2006                   Sales Associate, “Euro Deli”, Owings Mills, MD
2004-20005                 Hostess, “Ram’s Head Life”, Baltimore, MD                         
RELEVANT EDUCATION AND TRAINING
 BCCC, Marketing, 2005- present.
B.A., Stavropol State University, Region Study, 2001.
Diploma, Educational Professional College #40, 1998.
 
 
 


 
 
 
 
 
 
 
 
 
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