Manager High School
Resume:
MICHAEL W. YARBRO
Columbus, Ohio 43224
**********@*****.***
IT DEPOT SUPPORT SPECIALIST/DESKTOP/HELPDESK SUPPORT
Quality-focused IT professional with 10+ years of experience doing IT
Depot, Desktop, and/or Help Desk Support . Proven ability to create and
delivers solutions that meet corporate objectives tied to business and
technology performance. Comfortable operating in a wide range of platforms
and environments. Effective communicator; able to explain complex processes
in easy to understand terms for end users. Skilled in proactive
identification and resolution of critical systems/network issues.
CORE COMPETENCIES:
New & Emerging Technology Testing & Troubleshooting Application
Administration
User Training & Supporting Tools Systems Integration/Migration
Problem Identification/Analysis
Network Connectivity Issues Client needs Fulfillment
Business Process Optimization
TECHNOLOGY SUMMARY
SOFTWARE: Windows XP/7, Microsoft Office 2003/2007/2010, PeopleSoft
HR/EPM/EFIN AP, AR, PO, BI/ERP, Oracle, Citrix, PAM, APECS,
Check Free Frontier Recon, Hyperion Brio/Essbase/Spreadsheet
Services/Reports/Analyzer/Performance Suite/Administration, ARP,
Peregrine, HP Service Center, BMC Remedy, ServiceNow, Clarity,
Star Compliance, Kronos, Eagle Wings, Eagle Pace, Remote
Desktop, Lotus Notes, Microsoft Outlook, MasterTax
PROFESSIONAL EXPERIENCE
ABBOTT NUTRITIONS (Fountain Group contract)-Columbus, OH 08/2011 -
current
. Use Active directory to move users and computers in and out different
OU's and groups.
. Transfer user data from old to new pc using various tools.
. Perform hardware and software installations, troubleshooting,
configuring, and solving hardware, software, and network problems
through on-site visits or over the telephone, through remote PC
administration software. Keep a detailed record of calls and incidents
utilizing a work order tracking system like BMC Remedy.
. Act as a Liaison between other computer divisions, and teams to help
with issues.
. Meticulously complete a checklist for every desktop/laptop/tablet
delivered to their user.
OHIO HEALTH (W3R Consulting contract)-Columbus, OH 12/2010 -
02/2011
. Assisted in troubleshooting user problems relating to Network
Connectivity, TCP/IP configuration, upgrades, MS Office products and
Internet connectivity.
. Performed basic troubleshooting MS Outlook and Exchange servers and
Remedy as backups and archiving.
. Performed upgrades, installation of software and drivers and essential
desktop troubleshooting.
. Deployed updates, service packs and hot fixes using Windows Update,
Automatic Updates, and Group Policies.
. Installed logical printers on a print server and preparing print
server to host clients. Troubleshooting hardware peripherals like
printers modem etc.
. User rights and permission, disabling and enabling accounts, file and
folder permissions and configuring security templates as per need.
. Assisted on on-site visits and hardware troubleshooting and local
system upgrades.
. Used Kronos for keeping employee time records.
NATIONWIDE INSURANCE - Columbus, OH 12/2002 -
06/2009
Functioned as member of Tier 2 team handling over 5,000 incident/service
requests per year that represented 32
thousand-plus PCs and diverse group of end users. Managed various areas of
support included installation,
configuration, and upgrade issues.
. Functioned as System Administration, implementing several business
systems and performed Support for ARP, Hyperion products, PeopleSoft
modules, Frontier, Oracle, Lotus notes & web-based applications.
. Designed 5 process flows and process documentation material for the ID
ordering system (OEAdmin) which assisted end-users in ordering ID's
and permissions within Sarbanes-Oxley (SARBOX) compliance.
. Responsible for acknowledging and working incoming customer
Peregrine/HP Service Center Incident tickets for Finance and Office of
Investments applications.
. Upon receiving employee ID verification and/or manager approval, sent
request for approval to appropriate application group approvers.
Applications supported are PeopleSoft 8.19, 8.45, and 8.8, General
Ledger ERP, EPRO and EFIN. Hyperion Reports, Hyperion Planning,
Hyperion Performance Suite and Essbase Administration Services, Eagle
Wings and Check Free Frontier Recon through a Citrix environment.
. Cross-trained staff on Finance applications with hands-on
demonstrations as well as with the creation of written step-by-step
procedures.
. Supported many backend IT functions and applications such as Microsoft
Active Directory, Citrix environments, and Hyperion web-based
applications.
. Implemented Lotus Notes application changes, created user accounts,
maintained ACL s and ensured mail routing and delivery.
. Desktop configuration, installation, upgrade and maintenance of third
party software such as Java.
. Built strong alliance with Finance/Investment staff to ensure
managers, consultants, and business partners had greatest response
time and improved customer satisfaction.
. Established remote access through installation and configuration of
VPN, Remote Desktop, Remote Anywhere PC Anywhere, and Citrix GoAssist.
. Delivered production support of applications for financial management
reporting, income planning, expense budgeting/allocations, salary
planning and forecasting for corporate and affiliate business units.
NATIONWIDE INSURANCE (Spherion contract) - Columbus, OH 2000 -
2002
Performed secretarial support and administrative duties under general
supervision in support of a director or manager.
. Coordinated and scheduled department meetings. Provided guidance to
associates on office procedures such as email, phones, supplies, and
travel.
. Processed check requests, expense advances and reports and other
routine requisitions to pay bills, clear expense, order supplies,
support meetings, etc.
. Delivered and updated office records such as associate files, work
schedules, technical manuals, forms, supply lists, organizational
charts and related internal files
CENTRAL OHIO TRANSIT AUTHORITY (Spherion contract), Columbus, OH
1999-1999
Provided administrative support to the Director of Purchasing and
procurement staff.
. Prepared packets for the Board of Trustee' monthly Operations and
Board meetings.
. Prepared proposals/bids in coordination with advertisement in local
newspapers.
. Responsible for providing administrative support to the Director of
Purchasing.
. Corresponds with vendors and other departments regarding purchase
orders and requisitions.
EDUCATION AND TRAINING
Devry University, Columbus, OH - Business Administration
USS Proteus AS-19, Agana, Guam - Disbursing Clerk
Naval Technical Training Command, Meridian, MS - Disbursing Clerk
Recruit Training Command, Orlando, FL - Basic Training
Eastmoor High School, Columbus, OH - High School Diploma
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