Michael Wright

***** * ****** ***, ***

Lakewood, CO 80228

Phone 720-***-****

acpx90@r.postjobfree.com

www.linkedin.com/pub/michael-wright/6a/549/351/

OBJECTIVE To obtain a position as an Network Support Technician

Technical S kills Summ ary

Deployment of Windows Server 2008/2008 R2, 2012/2012 R2, Windows 7/8/8.1, Microsoft

Active Directory, Microsoft Exchange, Microsoft Outlook, Office, Physical to Virtual Migration

and Virtualization with Hyper-V Manager and VMware Fusion, Server, Dell Server and Desktop

Hardware, Laptop Hardware, RAID, Remote Desktop Services and File Share Management, VoIP,

Jive VoIP, Broadworks VoIP, Windows Imaging with Symantec Ghost and Acronis Software,

BitDefender Endpoint Protection, IIS management, iOS, Android, OSX, Root Cause Analysis,

Troubleshooting.

EXPERIENCE

2014 - 2015 Computer Support Technician – Ipremise. Centennial CO

Remote troubleshooting of desktop, application, networking and infrastructure issues.

Experience of supporting a wide and varied client base or 36 companies. Troubleshooting PC’s, laptops

and mobile devices. Providing 1st/2nd line support to users. Installation and support of

telecommunication equipment. Maintaining a log of all problems detected and system backups.

Working closely with software suppliers to resolve operational issues. Responsible for supporting:

Windows 7,Windows 8, Office 2007/2010/2013 Windows Server, Small Business Server 2012/2012 R2,

Active Directory, Microsoft Exchange 2010/2013 with the support of 100+ email addresses, Bitdefender

Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Hardware firewall

Configurations, Jive VoIP support for telephones.

2013 - 2014 Customer Security Assurance - Comcast. Denver CO

Both in-person and remotely investigates documents and resolves abuse and fraud-related security issues

on smart phones, Macs and operating systems up to Windows 7. Also troubleshot most browsers and

email issues. This includes application of the following technical aptitudes: Practical and technical

knowledge with hardware, firmware, software and concepts such as routers, firewalls and mail protocols.

Application-level knowledge of email protocols (how email works, etc.) Familiarly with security concepts

such as Spam, Spyware, Viruses, and Bots/Botnets. Intimate knowledge of remediation software for

security protection and breeches. Responds carefully to abuse, fraud and security related phone, email and

chat requests for support. Capacity to observe, process and discuss highly sensitive information, as well

as, media, that may be controversial or offensive in nature, as relates to customer security issues that

could have possible legal implications. Reviews customer security and policy discretions, and educate

customers to prevent future occurrences. Ability to discretely and diplomatically resolve issues with

Comcast customers via telephone, email and chat while respecting both the customer and company

privacy.

2012 Network Tier 2 Support - Megapath. Denver (Contract)

Created trouble tickets for OSI Layer 2 and 3 issues. Primarily troubleshooting Network issues, but also

supported customers in a Windows 7 environment. Created ILEC trouble tickets for intrusive testing and

repairing field issues. Troubleshot layers 1-3 of the OSI model. Wrote router scripts and updated router

firmware. Dispatched MegaPath technicians to customer premise for internal repairs. Educated End users

in Layer 1 troubleshooting. Troubleshooting and support for VOIP users Created VoIP Tier 2 and Tier 3

Tickets

2012 Windows 7 Technical Support – IBM – Miller Coors. Boulder CO (Contract)

Provided both in-person and remote technical support to workers in information processing departments.

Included support for desktop, laptop, tablet and mobile devices. Installed Windows 7 Images to update

laptops and desktops from previously installed operating system. Remotely installed and troubleshot

company specific software. Update Citrix profiles to allow access to software. Updated and maintained

Active Directory permissions for access for remote employees. Assigned and coordinated work projects

such as converting to new hardware and software. Ensured that programs were compatible with other

programs already in use. Made recommendations for improvements in computer system. Applied

knowledge of programming techniques and computer systems.

2010 - 2011 Entry Tier 2 Support - ADT. Aurora CO

Provided remote technical support to technicians in the field. Support included security apps for mobile

devices and home computers, which required strong knowledge of those products. Executed daily

operations of updating and correcting customer accounts, and signal confirmations. Trained support staff

in false alarm research and forwarding. Made recommendations for improvements in payment processing.

Consulted with field technicians to identify current operating procedures and clarify program objectives.

Responded to written and telephone requests for troubleshooting, information updating, radio

registrations and system programming. Provided personalized service to ADT customers and technicians.

2009 - 2010 Call Center Operator - Alphapage. Denver CO

Operated corded and cordless switchboard to provide answering service for clients. Recorded and

delivered messages and furnished information. Accepted orders and relayed calls. Placed telephone calls

at request of clients and to locate clients in emergencies. Date stamped and filed messages.

2006 - 2009 Level 3 Installer - Comcast. Denver CO

Installed cable television, modem and VoIP equipment in customer’s premises, using electrician's tools

and test equipment. Measured and recorded signal strength for network health. Computed impedance of

wire from pole to house to determine additional resistance needed for reducing signal to desired level.

Adjusted and repaired cable system to ensure optimum reception. Explained cable service operation to

subscriber. Tested electronic installations with testing apparatus. Reviewed work orders, trouble reports

and time and equipment records for completeness and accuracy. Tested electric cables and equipment

wiring to detect broken circuits and incorrect connections, using provided test equipment.

EDUCATION

2002 Dual Degree Computer Engineering, Computer Science and Computer Engineering - Morris Brown

College / GA Tech. Atlanta GA.

MILITARY EXPERIENCE

1994 - 1996 Signal Systems Support Specialist 31-U - US ARMY. Ft Hood TX

Controlled equipment to intercept, locate, identify and record radio transmissions of enemy or potential

enemy. Operated radio equipment in order to communicate with military vehicles, and other remote

operations. Repaired radio and telecommunication equipment as necessary, using electronic testing

equipment, hand tools, and power tools. Maintained station logs of messages transmitted and received for

activities such as military operations and maneuvers. Trained service members in basic radio operations

and procedures. Set up antennas and mobile communication networks for units during field operations.

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