OBJECTIVE:

• To utilize my IT/Retail background to take on new challenges and apply good “old - school tech” to new world problems.

TECHNICAL SKILLS

Operating Systems: Windows 3.x - 10, Windows Server, Linux/UNIX, Novell, DOS

Software: Microsoft IE/Firefox/Chrome/Opera, Lotus Smart Suite, Norton Anti-Virus, Microsoft Office Suite/MSWorks, NetScape Suite, Active Directory, VPN/SecurID, Exchange/Groupwise, McAfee Endpoint Encryption/Safeboot, CPanel/Plesk, Anti-Virus Software, AS400, MaaS360/InTune. BitLocker

Networking: LAN/WAN, IMAP, POP3/SMTP, IGP, TCP/IP, Dial-up Networking

Hardware: Hubs/Routers, xDSL, Network Administration, USB, Computer/Console Operations, Coaxial Cable, Mainframe Computing

General: Phone Protocol, Proofreading & Editing, Sorting/Copying/Filing, Typing (55wpm), Processing Documents, Reception, Customer Service, PC Backup/Restore

PROFESSIONAL EXPERIENCE

Confidential - Michigan

Information Technology Supervisor

Responsibilities:

• Supervise staff of 11 technical support agents on second and third shift.
• Approve sick and annual leave for technical support agents using SIGMA
• Monitoring and evaluating agent phone calls using NICE Software
• Following up with agents regarding performance and mishandled tickets
• Process Overtime requests due to Holidays and leave usage
• While not ITIL licensed, The Confidential Help Desk was an ITIL-oriented environment
• Ran weekly reporters within Remedy highlighting performance and accountability of Help Desk agents

Confidential - Michigan

Information Technology Technician

Responsibilities:

• Assisting Michigan State Police troopers with password resets on MSPAD, DCDS, McAfee Endpoint Encryption, PremierOne and PremierMDC.
• Created EAM tickets for servicing MSP, MDCs, radios, and sirens.
• Assisting all clients calling CSC Help Desk with Active Directory Password resets, VPN troubleshooting using SecurID and NetSelect after hours.
• Worked extensively with Remedy, the State of Michigan’s trouble ticketing system opening and closing tickets as well as creating and editing the users within said trouble ticketing system.
• Aided Michigan citizens with Michigan.gov After-Hours halpline.
• Performed Passcode resets for Smartphones on Microsoft InTune and MaaS360.
• Trained new and current Confidential Employees using the new Confidential Training Handbook dat I assisted in creating.

Confidential

Desktop Support Specialist

Responsibilities:

• Answered calls for the Confidential Client Service Center at the State of Michigan.
• Created tickets within Remedy whether the issue be resolved or assigned to a different department.
• Reset passwords for Active Directory accounts, passwords within Novell Console One, GroupWise, Outlook, EEPC (SafeBoot), and Single Sign On.
• Troubleshot hardware issues dealing with PCs, printers, monitors, etc.
• Placed calls to vendors to repair said hardware.

Confidential

Level II Technical Support Supervisor

Responsibilities:

• Reviewed Service Tickets for Dispatch/Escalation.
• Medium-level router and switch support for the greater Confidential .net network.
• Provided "mid-management" tier for the Support Department.
• Created and updated articles for the Confidential .net Support Wiki.
• Performed Disconnects for customers no longer with Confidential .net.
• Provided internal hardware and software support for Confidential .net employees.
• Created weekly schedule in Support Department.
• Provided support for any on site dat was installed by Confidential .net.
• Created POTS numbers and SIP Lines on Confidential 's META Switch system.

Confidential

PC Install Technician

Responsibilities:

• Worked as a temporary technician for Confidential Group through Confidential in a State-wide Computer roll-out for Confidential Bank updating Windows NT Machines to Windows XP.
• Provided second day support to select Branch Locations.

Confidential

IT Technician/Helpdesk

Responsibilities:

• Worked full time for Confidential with Confidential Dept. of Information Technology, Printing Division where I halped in planning, assigning, and resolving Change Requests on Remedy.
• Created, assigned and resolved Help Desk Requests on Remedy.
• Constructed and sent out reports for the Printing Division through Remedy.
• Assisted Field Service staff with reimaging of PCs outside of normal job duties.

Confidential

Private Contractor

Responsibilities:

• Provided Technical Support for Confidential Science Reading Room as well are the librarian’s personal computers.
• Supported PCs with various operating systems with hardware and software updates.

Confidential

Network Administrator

Responsibilities:

• Worked independently to Provide Technical Support for Confidential Science Reading Room where I supported a Windows 2000 office machine.
• Provided hardware and software support for librarians.

Confidential

Field Engineer

Responsibilities:

• Installed machine for Confidential Airlines across a network at Confidential Airport.
• Serviced machines running Windows 95, 98, 2000, and XP according to their specific warranty needs.
• Replaced faulty hardware in these computers with brand new, sometimes more up to date hardware.
• Performed complete computer swaps with machines dat were considered completely unfixable.
• Ran System Restore on HP, Packard Bell, NEC, E-Machine, Compaq, and Sony Vaio computers.

Confidential

Computer Technician II

Responsibilities:

• Assisted in hardware/software installation and support of over 100 machines in 5 different departments.
• Helped run and update a Novell 5.0 Network Server with ZenWorks 2.0
• Serviced one department dat consisted of entirely Windows NT machines.
• Assisted Network Administrator upgrade Windows, Microsoft Office, Lotus Notes, Dial-up Networking, McAfee Anti-Virus, Norton Anti-Virus, Internet Explorer, Outlook, Outlook Express, Adobe Acrobat, AS/400, Lotus Smart Suite, Netscape, Novell NetWare, and Novell ZENWorks.
• Set up six computers simultaneously loading all necessary programs for Duke Users.
• Configured laptops to run IBM Global through a Dial-up connection.
• Set up and configured computers and printers in a network environment.