MICHAEL J. PLEVA

*** ******** ***** 412-***-****

Pittsburgh, PA 15202 412-***-****

vlytdf@r.postjobfree.com

Objective

Excellence

Professional Helpdesk Experience Summary

Provide 24 x 7 x 365 helpdesk support for Bayer Corporation’s employees and some of their affiliate companies’ employees. Support included, but was not limited to, mainframe and network password support, printer support, desktop support (applications, network connectivity, etc…), batch jobs, and remote connectivity. Desktops use Windows 2000 and XP Professional. Responsible for 1st level support and escalating calls to 2nd level support. Currently working 30 hours of overnight support. During my 4+ years at PNC’s helpdesk I worked both morning, night, and weekends. I also both took calls and escalated calls that were not resolvable at the 1st level of support to the proper groups or hardware. Was expected to multitask to complete helpdesk projects and take calls. Maintained a high level of customer satisfaction and a more than 80% first call resolution rate. Of all calls not resolved on a first call basis a high percentage of those calls were resolved outside of our helpdesk by 2nd level support with proper documentation and clear details to assist 2nd level support in a quicker resolution than might be possible with improper/incomplete information.

Professional Experience

KISIEL & RUDNIK, PC June 2007 – August 2007

Technical Consultant

· Assist clients with PC related problems including network issues

· In office programming to solve application needs

· Crystal Reports upgrades including the upgrading of custom reports from 4.1 to 4.2 and from 3.71 to 4.2

· Crystal Reports 8.5 & 10

· Access 2000

· VB Programming

· MAS 90 & 200

POMEROY IT SOLUTIONS (project with Bayer Corp.) March 2006-April 2007

Helpdesk Analyst

· Provide customer service oriented computer-related assistance to Bayer Corp. Employees.

· Resolve issues on the phone by pulling information from my own experience, the helpdesk’s reference manual of resolutions, and/or by seeking assistance from coworkers/supervisors when needed.

· Expected to recognize and resolve technical issues while also anticipating any further complications/issues.

· Document with detailed explanation any issues that cannot be fixed at first level for second level support and above to understand the issue to facilitate a more efficient resolution.

· Required to meet a certain level of statistics on a weekly basis and required further by my own team to reach higher goals than the rest of our staff.

· Support Bayer Corp. clients with computer problems:

(including but not limited to)

· Procedural Help

· Mainframe Password resets

· ABS\400 Password resets

· Peregrine Service Center ticket entry and tracking system

· Remote Access

· Internet Explorer (All versions)

· MS Office 2002 & 2003

· Lotus Notes 6.5

· Windows 2000 & XP

· Siebel

· Genesys

· VPN and Fiberlink

BUTLER NOTABLES (HTTP://WWW.BUTLERNOTABLES.COM/DEFAULT_WITH_FRAMES1.HTML)

Web Developer

The Butler Notables tasked me with updating their site to a newer look

The above listed webpage is one of the pages I have updated from the www.butlernotables.com website.

Knowledge of Cascading Style Sheets (No Professional Experience with CSS)

Pro Bono position used as a reference to prove experience

CORNERSTONE CONSULTING (PROJECT WITH PPG) October 2005 – December 2005

Web Developer

· Updating pages from old site locations to new site locations

· Make adjustments where needed

· Fixing design errors

· Site QA

· Outlook Exchange

· Adding, updating, and editing hyperlinks

· Content Management Systems used for creating and updating sites

POMEROY IT SOLUTIONS (project with PNC Bank) March 2001-October 2005

Helpdesk Analyst

· Provide customer service oriented computer-related assistance to PNC Bank Employees.

· Resolve issues on the phone by pulling information from my own experience, the helpdesk’s reference manual of resolutions, and/or by seeking assistance from coworkers/supervisors when needed.

· Expected to recognize and resolve technical issues while also anticipating any further complications/issues.

· Document with detailed explanation any issues that cannot be fixed at first level for second level support and above to understand the issue to facilitate a more efficient resolution.

· Required to meet a certain level of statistics on a weekly basis and required further by my own team to reach higher goals than the rest of our staff.

· Supervisor had me working on a support personnel cross-reference macro in Excel while handling my other requirements

· Worked weekends for four years and was required to be an experienced decision maker on that shift as no supervisors were staffed for direct assistance.

· Weekend work also required me to solve more problems at first level even if it took longer because 2nd level support and above only would step in if problem had a large impact to business. This required me to be a better problem solver than the weekday staff.

· Support PNC Bank clients with computer problems:

(including but not limited to)

· Procedural Help

· Mainframe Password resets

· ABS\400 Password resets

· NT4

· Infoman ticket entry and tracking system

· NT Password reset

· Procedural Help for resetting workstation password

· Outlook 97 & 2000

· Remote Access

· Internet Explorer (All versions)

· Office 97 & 2000

· Novell 6

· Lotus Notes 5.08

· Lotus 123

· Windows 2000 & XP

· Siebel or Genesis

· Emerald

· VPN or RLA

Working on web design project. Working with team of developers to design a Paid Time Off web based form to help make the process more efficient (also saving paper). Working in Front Page, Oracle, SQL, Microsoft Access, & Interdev. Using HTML, JavaScript, VBscript, and Visual Basic Programming Language.

Designed a VB Excel Macro to separate support personnel into individual worksheets for each support person with duplicate entries deleted.

EDUCATION

International Academy of Design and Technology Pittsburgh, PA

Associate Degree in Specialized Business Graduated: March 2001

Major: Computer Information Management

Robert Morris University Moon Township, PA

Bachelor Degree in Science Graduated: May 2004

Major: Information Sciences

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