Michael J. Browne

**** ***** *** **, *******, Ga. 30307

Home 404-***-**** Cell 404-***-****

acqxrp@r.postjobfree.com

Experienced and extremely organized problem-solver who enjoys fast-paced, high-pressure environments. Works well with all levels of the organization, empowering clients to learn to use technology for greater productivity. Anticipates emerging technology issues and resolves at early stages, minimizing disruption.

EXPERIENCE:

Technical Analyst

Constangy, Brooks & Smith, LLP 2/2015- Present

Installed and configured laptops and desktops for all New Users

Created an accurate inventory of all Peripherals and PC’s and Laptops

Played Key role in Windows 8 migration from XP

Managed the imaging of Windows 8 installs using Microsoft SCCM

Managed users’ PC moves and setups

Worked directly with 3rd Party vendors for timely repair of damaged equipment

Managed New and Current Users’ Cisco Phone set ups and moves

Technical Analyst (CONTRACT)

King & Spalding, LLP, Atlanta Ga 9/2014- 2/2015

Installed and configured laptops and desktops for all New Users

Managed the imaging of Windows 7 installs using Microsoft SCCM

Created an accurate inventory of all Peripherals and PC’s

Setup staff with off-site loaner PC’s and Laptops

Managed users’ desk moves and setups

Worked directly with Hardware vendors for timely repair of damaged equipment

PC Technician/AV Technician

Smith Gambrell & Russell, LLP, Atlanta Ga 7/2012- 7/2014

Lead hardware technician for all corporate laptop and desktop issues

Installed and configured laptops and desktops for all New Users

Managed inventory of all computer components and peripherals

Managed the imaging of Windows 7 installs using Microsoft SCCM

Played key role in the Windows 7 migration from Windows XP

Worked directly with Hardware vendors for timely repair of damaged equipment

Primary contact for all networked and personal printer issues

Organized, setup and tested all Corporate Video conferences with remote offices using Tandberg video equipment on a Cisco Network

Set up and tested Web-based Video Conferences and meetings using BlueJeans, AT&T Connect & GoToMeeting

Setup Projectors and Screens for Presentations as required by the Presenter

Managed user accounts using Active Directory

Created and Monitored ticketing system using Track-it

Technical Solutions Rep IV

Hewlett-Packard, Alpharetta Ga 2/2009 – 6/2012

Provided superior hardware support for all of HP's commercial workstations

Served as the primary contact for HP's Support One customers

Provided support for HP Laptop and Desktop users

Set up lab environment for Hardware and Software testing

Supported HP's e-Chat online support using SR-DASH

Managed multiple support ticketing queue's to ensure timely response

Created detailed documentation on all customer interactions using WFM

Continuously kept the customers informed and updated on their case status

Used all available resources, including WBT's and lab exercises to ensure the highest quality of support

Provided troubleshooting and training to HP Sky-Room users

Coached customers on Microsoft Windows upgrades and migrations

Software Support Engineer

Centage Corporation, Natick Ma 1/2007 – 7/2008

Primary Software Support Engineer for all clients

Managed and monitored online licensing site

Created product keys for new and potential Clients

Managed and Maintained Corporate knowledge base

Created procedures and guidelines for Software Support Engineers

Trained Sales staff on new software enhancements

Installed and configured SQL databases both MSDE and enterprise

Worked closely with the Software Developers on new software enhancements

Performed quality assurance testing on software enhancements

Provided sales staff and clients with off-hour support

Supported the maintenance of corporate computers and printers

Advised clients on ways to use the software for maximum efficiency

Researched and resolved all Support requests in an organized and timely manner

Produced daily status report of all outstanding Client Support issues to developers and sales staff

Supervisor / Senior Software Support Specialist

Apres Systems, Westborough Ma 1/2005 – 12/2006

Managed a department of five Software Support Specialists supporting over 10,000 users

Supported Customers using PC anywhere

Organized bi-weekly meeting for support staff

Trained the trainers on new software enhancements

Worked closely with CTO on new software development ideas

Created procedures and guidelines for Software Support Specialists

Primary contact for sales staff for upgrade and enhancement training

Installed and configured SQL databases

Assisted in the development of in-house web-based backup solution for clients

Performed quality assurance testing on software

Managed Beta Testing Program

Provided superior customer support by hosting quarterly (QA) conference calls with clients

Provided sales staff and clients with off-hour support

Worked directly with third party vendors to ensure seamless software integration

Managed and updated knowledge base

Managed corporate user accounts using Active Directory

Presort / Database Coordinator

Massachusetts Medical Society, Waltham Ma 6/2002- 1/2005

Supported technological needs of Postal Affairs by configuring and troubleshooting hardware and customized software

Maintained and configured postal databases for processing

Trained staff on data processing and presort procedures

Created monthly financial reports using Crystal Reports 8.5

I.T. Support Specialist

Massachusetts Medical Society, Waltham Ma 2/2001-2/2002

Supported technological needs of Finance and Postal Affairs by configuring and troubleshooting hardware and customized software

Recommended operating system platforms and software by researching and evaluating departmental needs

Coached users of all levels on how to maximize productivity and use technology to manage data more effectively

Developed documents and implemented standard procedures for support staff

Ensured departments were in compliance with software copyright laws

Maintained current knowledge of state-of-the-art technology and recommended purchasing of software and hardware

Help Desk Specialist

Fresenius Medical Care, Lexington Ma 2/2000-2/2001

Provided 1st & 2nd tier support for over 22,000 employees including medical technicians and personnel in more than 1,000 hospitals, clinics and warehouses across the United States

Served as staff specialist providing 24-hour support for SAP

Created procedures for training support staff in SAP

Created monthly automated call distribution (ACD) report to analyze customer needs and services

Provided Tier1 support for network printers used to produce documentation for urgent medical orders

Documented and recorded all PC and printer issues using Remedy

Supported Lotus Notes, PC Anywhere and clinical software such as Reflections, Proton and Medical Manager

Provided 24x7 remote support through PC Anywhere and coached non-technical staff through troubleshooting router and hub issues on HP terminals

Certifications:

A+, Net+

PROFESSIONAL EDUCATION:

Mass Bay Community College, Wellesley Ma

Marketing

Plymouth State College, Plymouth NH

Marketing, Music Theory

Northeastern University, Boston Ma

Computer Science

Clark University, Framingham Ma

Windows NT 4.0 Server & NT Workstation

PC Service & Support - Hardware Configuration and Software Installation (A+)

New Horizons Computer Learning Center, Burlington, Ma

Network +

PC Service & Support

HP-UX Fundamentals of Unix

Microsoft Windows 2000 Professional

Microsoft Windows 2000 Server

HDI, Atlanta Ga

HDI Support Center Analyst (HDI-SCA)

Contact this candidate