Michael Weed

Objective

Ringwood, New Jersey ****6

accln7@r.postjobfree.com

Working diligently to achieve customer satisfaction, deliver quality service and to be

973-***-**** (mobile)

respectful to clients is a number one priority. My goal is to always give the best

customer support with quick and responsive solutions. To complete projects in a fast,

2014

proficient and timely manner. Ability to interact and communicate with co-workers,

*Please e-mail if phone

management and members of senior management effectively. I am very out-going

Cannot be reached.

and posses’ strong communication skills in every situation.

Work Experience

IT Analyst – Help Desk Support

KPMG – Momentum Resource Solutions LLC Contractor

2013 Dec – 2014 Jan

- End user phone support

- Supported all laptop hardware \ software incidents

- Supported all major KPMG proprietary software

- For laptops, IOS devices \ android devices

Supported Mobile Iron \ Good software for iphone \ android devices

-

Actively worked with 2nd level on certain incidents

-

Used Remedy ticketing system for all documentation

-

CSI Corp

Week contract \ employed directly through CSI Corp

2013 October

- Desktop \ Network tech

- Helped run network lines and set up multiple switches at several client

locations

Helped set up network printers and computers

-

Installed multiple Cisco wireless access points

-

IT Analyst - Help Desk Support

Realogy – Insight Global Contractor

2013 May-August

- Help Desk

- End user support for employees at location and field-reps abroad

- Answered phone calls and e-mails

- Supported proprietary software

- Supported all windows xp, windows 7, windows 8 and mac incidents

- Supported all corporate phone issues android \ iphone (email and

security related)

Worked closely with managers and leads on the floor

-

IT Specialist - Help Desk \ Desktop Support

Daiichi Sankyo- BridgeViewIT Contracter

2012 – 2013, Edison, New Jersey

- Help Desk

- End user support for Edison location and abroad.

- Support over 400+ Employee's.

- Answer phones, e-mails, walk-ins.

- Image all laptops for new employee's.

- Re-image all laptop repairs.

- Support and set up all new hire \ current employee phones. (Cisco)

- Set up all new hire workstations with IT equipment and phones.

- Created documentation to better help new hire's to be self sufficient on setting up

there computers etc.

- Work with the Help Desk team on special projects and roll outs.

Voice Engineer GNOC; On-Site Support Analyst

JP Morgan Chase Co. - Collabera Contracter

6/27/2011 – 1/19/2012

• Provide voice support for inbound tickets \ calls to the Voice GNOC queue.

• Worked closely with Voice \ Data engineers in Network Operations.

• Completed high volume of tickets daily.

• Worked in a team environment – VCS, Voice Client Support – team.

• Support Avaya, Cisco, Nortel, AT&T and more phones. Both IP \ digital. Hard

phones and soft phones.

• Also supported Fax lines both routed through T1’s and Pots Lines.

• Knowledge with Avaya ASA PBX systems, and Cisco Call managers.

• Also have knowledge of Voice Mail systems, Avaya Intuity, ASA server and

Cisco Unity servers.

• Worked not only with local team support but phone carriers abroad. (AT&T,

Verizon, Nortel, Shared Technologies, BT, etc.)

Service Desk Analyst; On-Site Support Analyst; Desk side Support Analyst;

Canfield Scientific

6/17/2010 to 3/26/2011

• Provided Tier 2 support to customer base and company employees.

• Supported all custom software, custom hardware, custom cameras and

software license keys.

• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail

for technical assistance for customers experiencing problems with

networking, database management \ troubleshooting (SQL), software and

hardware issues.

• Finding the root cause analysis.

• Documented 100% calls in CRM.

• Perform follow up and ticket ownership during closure to ensure customer is

completely satisfied with resolution provided.

• Provided support for companies software and SDK support for third party

software.

• Personal First Call Resolution Rate averages between 75% – 85%

Projects

• Knowledge-base management \ reconstructing leadership roll.

• Ticket trending and ticket analysis.

• Customized new Mac computers to run Windows for use with custom

software and hardware.

• Worked closely with development team for custom products to figure out

quick and effective methods when providing support.

•

• Service Desk Analyst; Sanofi-Aventis - Leveraged Tech. Contractor

6/16/08 to 1/31/10

Service Desk Responsibilities

• Intern to full time Analyst in less than two months.

• Provide Tier 1 & Tier 2 support to end users

• Subject Matter Expert (SME) on SAS application:

Installs, Troubleshooting, License Management, Unix Account

Administration

• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail,

for technical assistance from customers experiencing problems with

hardware, software, networking, and other computer-related issues.

• Personal First Call Resolution Rate averages between 75% – 85%

• Monitor the Help Desk Remedy ticket queue

• Analyze and evaluate incident tickets for quality assurance. Submit

evaluations to management for service process improvement

recommendations.

• Document 100% of customer’s calls in Remedy.

• Follow processes and procedures that may be documented online or in other

forms to accurately resolve, manage or direct customer requests to support

groups for action / resolution.

• Finding the root-cause and analyzing situations to correct incidents

proficiently.

• Demonstrate ticket/problem ownership, and coordination / follow-up with

other support groups and customer.

• Perform follow up during ticket closure to ensure customer is completely

satisfied with resolution provided.

Projects

• Process Customer feedback surveys

• Service Ware Architect (Knowledge Management)

Update Knowledge Database

Archive/retire outdated knowledge entries

Analyzed data to ensure knowledge quality standards are met

Edit existing entries for correct format

• Point of contact for the Service Desk to other support groups and users

• BIT reporting (for all areas of IS)

Run monthly reports

Perform trending analysis on call data

Ensure ticket data is recorded within process guidelines.

Assist in training analysts on ticket data quality, misrouted tickets and

other areas to increase FCR.

Participated in weekly meetings on report trends, news and updates

Club Demonstration Services

1/10/05 to 3/7/07

Sales Lead to Manager to Supervisor all within the first 3 months of working

there. My responsibilities were to manage 35 people, scheduling, auditing,

(computer work) purchasing\returning, hiring, and vendor responsibilities to create a

very out-going and friendly environment for the customers within the store.

Education/Training

1/2005 - 5/2008 Suny Rockland Community College, Suffern, New York

- Most coursework has been completed, only a few classes left. Very eager to finish

and receive associates degree.

Was very involved in college news paper and art clubs. Worked very close with

couple Art teachers. (Mentors) Learned a lot of different aspects of the professional

graphic design career field. Gained a lot of experience working closely with

professional graphic designers. Very strong knowledge and mastery in a lot of

programs including: Adobe: Photoshop, Illustrator, InDesign, Dreamweaver, Flash,

Quark etc. (Microsoft: Word, PowerPoint, Excel, Out-Look also.) (Very fast typer.)

Training includes SDI Certification- ServiceDesk Analyst course.

ITIL Version 3

Software

Software Name Skill Level Last Used/Experience/Years

Adobe Programs Expert Currently used/9

Microsoft Programs Expert Currently used/10

Remedy V6 Expert 2008-2010/2

CRM Intermediate Currently used/1

Avaya ASA Intermediate Currently used/1

Cisco Call Manager Intermediate Currently used/1

Perigrine Intermediate Currently used/1

Windows xp-7 Intermediate Currently used/10

Max OSX Intermediate Currently used/10

Active Directory Intermediate Currently used/6

- adding and editing user profiles, adding groups to users profiles, resetting

passwords

Languages

English (Fluent - Full Knowledge)

References

Reference Name Phone Email Type

Brian Joo 201-***-**** accln7@r.postjobfree.com Professional

Latifa Brika 908-***-**** accln7@r.postjobfree.com Professional

Zina Dunn accln7@r.postjobfree.com Professional

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