M ICHAEL J. M ELLO

Tampa, Fl. *****

• acdp10@r.postjobfree.com

D ESKTOP S UPPORT S PECIALIST

** **** ******* ** ********** World Class Customer Support

Customer focused IT program and project leader with 13 years of demonstrated expertise providing comprehensive technical

leadership, service, and support for large user bases. Highly skilled desktop support professional with extensive experience

spearheading complete desktop, server, and network administration and support to continually drive operability, performance, and

productivity. I am a hands on technical specialist with a long track record of managing critical programs and projects through all

stages of the project life cycle and the proven ability to deliver all goals and benchmarks on time and to the highest standards of

quality.

Highlights of Expertise:

Troubleshooting & Problem Resolution Project Planning & Coordination

• •

System / User Account Administration Configuration, Patching & Upgrade

• •

Server Installation & Maintenance Ticketing Systems & Documentation

• •

Monitoring & Performance Tuning Meeting Service Level Agreements (SLAs)

• •

Technical Proficiencies:

Certifications: A+ Certificate, Network +

Platforms: Windows (9x, NT, 2000, XP, 2003, Vista Enterprise, 7 Enterprise, Windows 7 Ultimate, Windows 7

Professional, Blackberry Enterprise Server (BES), DOS, Mac OS X v10.5 Leopard), Windows

Server (2000, 2003, 2008)

Tools: Active Directory, Citrix, Magic, MS Exchange (2003, 2007, 2010), MS Exchange Server

(2003,2008) MS Office (2003, 2007, 2010 all products),SharePoint, Lotus Notes, PC Anywhere,

Remedy, Remote Desktop Connection, Numera Track It, Symantec Endpoint Protection 11.0,

Symantec Ghost, Veritas Netbackup, Windows Server Update Services (WSUS)

Hardware: Ethernet, TCP/IP, VNC, VPN, DHCP, Wireless Networking, DNS, OSPF

PROFESSIONAL EXPERIENCE

CVS CORPORATION AUGUST 2013 TO MARCH 2014

Migration Technician, Contractor

Deployed 32 & 64 bit Windows 7, MS Office 2010

Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010

Support 2000 users

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DAMICA D. LOWE • Page 2

APPLIED MATERIALS, GLOUCESTER, MA May 2012 to Present

Migration Technician, Contractor

Deployed 32 & 64 bit Windows 7, MS Office 2010

Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010

Support 2200 users in a Manufacturing Site

MASS FINANCIAL SERVICES – BOSTON, MA January – April, 2012

Migration Technician/Level 2 Support Contractor

Deployed 32 & 64 bit Windows 7, MS Office 2010

Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010

WIN XP to WIN7 Migration Team

Provided post migration support to end users.

Tested software for compatibility issues.

Supported 1800 users in a Financial Institution

BULLDOG TECH SYSTEMS BOSTON,MA.L November 2007 – October 2011

Team Lead

Supervise 6 Technicians in daily IT Operations

Project Lead for Windows 7 Migration from initiation to deployment

Provide on site hardware, software, network support

Install, upgrade O.S. Remove virus and spy ware

Support VPN, RAS connections.

Configure Blackberry’s And Treo’s and Smart phones

Use Track It and Remedy, Heat call tracking software

Configured Norton Ghost

Set up Wi Fi

Provide telephone and in person support for PC and Mac

Active Directory management

VMware

Recommend and purchase hardware/software and approve all purchases

Scheduled appointments with end users and followed up after migration to resolve any know issues.

SccM

SUFFOLK UNIVERSITY – BOSTON, MA January – November, 2007

IT Technician

Provided on site network support and administration by conducting network diagnostics and audits.

Provided clients with security and virus protection and desktop support.

Purchased necessary hardware and software

Install operating systems XP, Vista

Active Directory management

E Mail migration from Pine to Outlook

Worked with Imap and Pop accounts

Provided break/ fix support for Macs and PCs

BOSTON COLLEGE, BOSTON MA March – July 2006

Desk Support/Help Desk, Part Time Contractor

Deployed new Macs and PCs

Did file transfers from Mac to PCs

Did break /fix

Provided telephone support 1 day a week

Set up networked and standalone printers

Removed Virus

E Mail migration Mac Mail, Eudora to Outlook and Outlook Express

PC HOSPITAL, READING, MA September 2002 – October 2007

Desktop Support II

On site Network Support and Administration

Network Diagnostics / Audit

Security and Virus Protection

PC / Notebook / Warranty Service and Repair

Ghost Software

Break /fix for PCs and Macs

PIONEER INVESTMENTS, BOSTON, MA June 2000 – September 2002

PC Support Specialist II

Network Diagnostics, Help Desk / Desktop Support

Support 2200 ghost imaging hardware and software

Supported International customers in Ireland, Germany

Provide telephone and in person support

Used SMS

Installed and configured Citrix

Set up Audio Video Equipment

Provided break/fix for PCs and Macs

NEW ENGLAND MEDICAL CENTER – BOSTON, MA January 1999 – September 2000

PC Technician, Contractor

Support all hardware, install and configure

Migration from Banyan Vines to Windows NT

Help Desk / Desktop Support

Provided support to 4500 end users

GTE – BOSTON, MA January – September 1999

Deployment Technician/Helpdesk, Contractor

Network Diagnostics

Help Desk / Desktop Support

DAMICA D. LOWE • Page 4

Support 4500 ghost imaging hardware and software

Install and configure VPN

Install and configure Lotus Notes

Did Mac to Pc transfers

Support Pine, Eudora, Mac Mail, Outlook

EDUCATION AND CREDENTIALS

Associates Degree in Computer Science – 2000

NEWBURY COLLEGE, BROOKLINE, MA

Professional Development & Certifications

A+ Certificate 2007

Somerville, MA

Network + & Security + 2006

Somerville, MA

Network Plus Certificate 2002

Xintra School of Technology, Quincy, MA

Training Windows NT Workstation – 2001

Pinnacle, Framingham, MA

Windows NT Network Essential (MCSE) 1998

Technology Center of Boston, Boston, MA

PC & Networking Essentials (OS, Diagnostic, Repair, Administration, Installation, Networking) – 1998

Veteran’s Technical Training Institute

Military Experience

US Army Reserves, 1994 – 2002; 2003 2011

Massachusetts Army National Guard

Volunteer Computer Instructor at The Soldier’s Home, Chelsea, MA, 2006 Present

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