C had D. M acDonald

**** ******* **. ***** ******, MI 49504

616-***-****

acc7jr@r.postjobfree.com

PROF I LE

Networking management knowledge and proficiency in Microsoft operating systems and

applications. Experience in help desk and remote end user support as well as onsite support with

network troubleshooting, installations, and preventative maintenance.

COMPUTER SK I L LS

Hardware & Software Support

• Xerox, HP, Lenovo, Acer, Toshiba, Dell, IBM

• MS Office & Exchange2007/2010

• MS Windows XP/7/Windows 8

• MS Windows Servers 2003/2008/2012

Experience

• 6 years of Level I and II Remote Help Desk and End-User Support on numerous software

p ackages, operating systems and computer applications

• 4 Years off onsite hardware and software knowledge and support for computer applications,

t echnical concerns, installations, project rolls outs, and various hardware and software upgrades

a s well as onsite routine maintenance for client managed services.

EXPERIENCE

Help Desk

4/21/2013 - Current

Spectrum Health Hospital – Xerox GDO

• Responsible for all incoming Xerox device related incidents on all Spectrum Health Xerox printers

a nd multi-function devices.

• Managed all Xerox consumable and toner supplies for all Xerox devices at Spectrum Health. This

c overed around 1100+ Xerox devices under a Xerox managed services metered contract

a greement.

• Routed Xerox onsite service team incidents for hardware related break fix repairs and service

c overed devices.

• Performed initial remote support for Xerox device error codes, email setup and configuration, new

p rinter installations and network configurations.

• Successfully resolved 3000+ break fix and remote incident types starting from May 2013 – March

2 014.

L evel I & II Technician

6 /1/2012 - 4/1/2013

Next-IT

• High help desk call volume environment, maintained 80% billable standards for SLA contract

a greements.

• Remotely supported managed service clients running MS server 2008, Windows XP, and Windows

7 e nvironments.

• Remotely monitored backup NSA devices and offsite client data and secure data storage devices

f or hardware and software issues.

• Performed Level I and II onsite support for software, hardware, and warranty support on Windows

S erver 2003, 2007, 2008 environments as well as desktop and laptop repair.

Information System Specialist

5/1/2011 -6/1/2012

D ataview IT

• Level I and II network support technician role for project roll outs and onsite network maintenance.

• Installed and Administered Windows XP/Vista/7 and Windows 8 ( Developer Series)

• Managed Help Desk via phone and remote support for various desktop applications and company

d atabases.

• LAN, WAN wireless networking projects for small to medium size businesses.

• Computer and Server warranty replacements for hardware failure mostly on HP and Dell model

S mall Business Server Classes.

• Onsite technical support for critical 4 hour response times for QAP clients.

11/17/10-3/1/11

K Force

Kent County IT Service Desk

• Primarily a Level I onsite and remote service technician on the Kent County Service Desk

f or the Kent County 61 s t D istrict Courthouse, and the Kent County Administration

D epartment. High call volume in a fast paced environment. .

• Supported locations mostly on Dell Optiplex computers and Lexmark printers. Assisted

w ith on call rotation for onsite support and remote support for the Kent County Service

D esk.

• BMC/ITIL Help Desk environment with Zenworks imaging software and OS image

d eployment. Performed Level I and II onsite support for software, hardware, and warranty

s upport on Windows Server 2003, 2007, 2008 environments as well as desktop and

l aptop repair.

Troy Tech Services, Inc. 9/1/2007-5/20/10

Computer Technician

• Level I computer technician for clients including Employment Plus, Michigan Works

W est Michigan Locations, and Hackley Hospital.

• Supported PC upgrade roll outs for Michigan Works locations and onsite support

r anging from maintenance, virus removal, and network upgrades such as switches and

r outers.

• Worked on team project for Kalamazoo Public Safety for the Kalamazoo County Police

o n developing prototype wireless camera units used in conjunction with the mobile

c risis command center. Implemented CAMMS command anywhere media management

s oftware which was used on the deployable battery powered camera units.

•

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