Software Technical Support
Resume:
MICHAEL E. DAVIS
Raleigh, NC 27609
***********@*****.***
OVERVIEW:
Skilled at performing a wide range of functions e.g. hardware/software
installations and upgrades, trouble shooting, and user support. Excellent
problem-solving and interpersonal skills, with the ability to adapt to new
surroundings. Committed to achieving quality results.
EDUCATION:
Western Governors University
Strayer College
Certificates: A+, MCSE (in-progress Unisoft Technology)
Stratford College, Professional Courses, and Seminars:
Implementing DOS; LANs, IBM Computer Systems; AST Computer Systems
EXPERIENCE:
Xerox/Apple (Raleigh, NC)
September 12 - Present
1 Technical Support
(Environment: Mac OS X 10.6.8-10.8.2, Mac OS X applications (iCal, Safari,
Mail, Facetime, Image Capture,iCloud, iTunes, iMac, Macbook Pro, Mini Mac)
As a contractor for Apple Computer, my job is to assist Apple customers
with any and all kinds of problems that they have concerning their
computers and peripherals. My responsibilities included but not limited
to:
Provide technical support to all Apple Desktop and Portable computers
customers
Provided technical support for Mac OS X
Configuring and troubleshooting Mac OS X and OS X applications
Assisted customers with repair setup for any and all computer needs
Assisted user with purchase of hardware, software, and extended warranty
KRG\HCL America\Shire Pharmaceutical (Cary, NC) Aug
2011 - Aug 2012
Telephone Support Analyst
(Environment: Windows 7and XP, MS Office2003,2007, 2010, BMC Service Desk
Express (Remedy), Outlook 2003, 2007 and 2010, Citrix Xenn Apps,
Active Directory, Remote Desktop Connection (windows and SCCM), RSM
Database, SAP(password reset/account unlock), Cisco VPN, EAS
administration, Cisco Unity phone Administration, Blackberry
Enterprise Administration)
As a contractor for Shire Pharmaceutical, my job included but was not
limited to:
Troubleshoots and resolving technical problems
Interact with users on existing problems
Install new software to users
Providing support to user with laptops, blackberry, and iPhones
Setup, configuration, and troubleshooting of Blackberries and iPhones
Monitor BMC Service Desk (Remedy)queue for tickets from users with issues
Configure laptops for warless connections, and WEP
Unlocked\changed passwords on users Account in AD, SAP, Cisco phones,
blackberry, iPhone, Email,Shrek3D,and Lims
Assisted user with mapping network drives
Installing Software on users computer
Answering Any and All questions that came in to the service desk
Provided support for multiple Countries using SCCM Remote control tools
National Democratic Institute (Washington, DC)
Jan 2011 - May 2011
Desktop Support
(Environment: Windows 7and XP, MS Office2003,2007, 2010, BMC Service Desk
Express, Outlook, Google mail Enterprise, MS Forefront, Skype,
Acronis, Team viewer)
For this not for profit agency, my job included but was not limited to:
Troubleshoots and resolve technical problems
Interact with users on existing problems
Inventory of all computer hardware equipment
Install new hardware and software to users
Providing user with hardware loners (laptops, blackberry, PC, and cell
phones)
Image PC and Laptops using Acronis True Image
Setup, configuration, and troubleshooting of Blackberries
Provides updates of all software loaded on Pc's and Laptops
Monitor BMC Service Desk queue for tickets from users with issues
Configure laptops for warless connections, and WEP
Provided support for multiple Countries using Team viewer software
Uni-Data/HP/Citibank (Silver Spring, MD) Aug
2009 -Aug 2010
Hardware Server Technician
(Environment: Windows XP, MS Office2007, Remedy, Outlook, VPN, ICE(Hp's
tracking system)
As a contractor for the Citibank, my job included but was not limited to:
Troubleshoot, Setup and resolve hardware technical problems
Install new hardware to servers
Order and Ship parts to HP
Keep inventory of hardware parts
Open and close tickets
Coordinate with system administrators when to shutdown and restart severs
for repairs
Daily reports
Rotator/Library of Congress (Washington, DC)
Sept 2008 - July 2009
Jr. Software Engineer
(Environment: Windows XP, MS Office2003, Remedy, GroupWise 6.5, Symantec
Live State Delivery, HyperSnap-DX5)
As a contractor for the Library of Congress, my job included but was not
limited to:
Oversee end-user testing activities and procedures on current platform
Document applicable information user HyperSnap-DX
Apply analytical problem-solving methodologies
Support the development of a variety of SDLC-based deliverables
Inventory of computer hardware equipment
Image PC and Laptops using Symantec Live State Delivery
Digicon Inc. /National Institutes of Health (Bethesda, MD)
June 2007 - June 2008
Desktop Support
(Environment: Windows XP, Windows Vista, MS Office2003/2007, Remedy,
Impact, Outlook, Ghost, LiveLink, VNC remote software,)
As a contractor for the National Institutes of Health, my job included but
not limited to:
Troubleshoots and resolve technical problems
Interact with users on existing problems
Inventory of all computer hardware equipment
Install new hardware and software to users
Providing user with hardware loners (laptops, blackberry, PC, and cell
phones)
Image PC and Laptops using Ghost
Setup, configuration, and troubleshooting of Blackberries
Provides updates of all software loaded on Pc's and Laptops
Monitor Remedy queue for tickets from users with issues
Configure laptops for warless connections, and WEP
Provided support for multiple sites using remote software
PG County Gov't (Landover, MD) June 2006- Sept 2006
Helpdesk Technician
(Environment: Windows XP Pro, Windows 2000 pro, MS Office, Magic Service
Desk, Active Directory, Outlook, DynaComm ver. 8(mainframe)
Providing telephone, and remote support to all PG CO. Gov't users.
Troubleshoots and resolve technical problems
Interact with users on existing problems
Provides password reset on domain and mainframe
Tracks all calls and creates work tickets using Support Magic
Escalates calls to appropriate departments and on call staff
Absolute Quality (Baltimore, MD)
Apr 05 - May 06
2 Technical Support
(Environment: Mac OS X 10.2-10.4.1, iLife, (iPhoto, iDvd, iMovie, iTunes,
Garage Band), Text Editor)
As a contractor for Apple Computer, my job is to assist Apple customers
with any and all kinds of problems that they have concerning their portable
computers and peripherals. My responsibilities included but not limited
to:
Provide technical support to all Apple portable computer customers
Provided technical support for Airport express cards and Airport routers
Configuring and troubleshooting Airport cards, Airport routers and all
peripherals
Assisted customers with repair setup for any and all computer needs
Assisted user with purchase of hardware, software, and extended warranty
Robert Half Technology/Fila Inc (Baltimore, MD)
Feb 05 - Mar 05
Desktop Technician
(Environment: Windows 2000 server, Windows 2000 professional, Windows XP
Professional, MS Office 2003, MacAfee, Blackberry 3.7/4.0, Clientele
Helpdesk)
Provided helpdesk support by moving departments and equipment within the
company Headquarters. Responsibilities included but were not limited to:
Providing telephone and desktop support to users.
Interact with users on existing problems after hardware upgrades.
Installing, Configuring, and Troubleshooting new laptops and desktops with
proper image and software that was delivered to users.
Installing and configuring blackberry desktop software.
Intelsat (Washington, DC)
Mar 02 - Feb 05
Network Support Specialist
(Environment: Remedy, Novell, Windows NT 4.0, Windows XP pro, Windows 2000
Server, MS Office 98/2000/XP, MS Outlook, IE, Norton Utilities, Lotus
Notes)
Responsibilities included support for 1100 users. Part of a four-person
Tier 2 units assisting an eight-person helpdesk. Responsibilities
included:
Installing, Configuring, and Troubleshooting PCs, Laptops, Blackberry, Palm
PDAs, and Servers.
Installation of hardware upgrades for PCs that were too slow for XP
upgrade.
Providing telephone, remote, and on-site support to all users.
Interact with users on existing problems after XP upgrades from NT 4.0.
Proxima Setup.
SBA (Washington, DC)
Feb 01 - Mar 02
Sr. Network Administrator
(Environment: IBM-compatible PC s, Windows 2000 Server/ Professional,
Windows 98, Windows ME, Novel 5.0, PC Anywhere, Perfect Office, Microsoft
Office 2000, Microsoft Office XP, Internet Explorer, Netscape, Norton Ghost
7.0)
Responsible for installing a network for all the BIC's (Business
Information Centers) around the country. Supported the BIC's remotely
using Net meeting and PC Anywhere. Other responsibilities included:
Installing, configuring, and troubleshooting IBM compatible PC's and
Servers.
Installation of hardware upgrades.
Providing telephone, remote, and on-site support.
Interact with users on existing problems.
Performs LAN installations.
The Bureau of National Affairs, Inc. (Washington, DC)
Jul 99 - Feb 01
Technical Operations Support Analyst
(Environment: MS-DOS, Windows NT Server, Windows NT Workstation 4.0, Norton
Ghost, Windows 98, Windows 95, Remedy, Novel 4.1, WordPerfect Office,
Microsoft Office 2000, Microsoft Office 97, Lotus Notes, Internet Explorer,
Netscape.)
Supported a division called Tax Management, which was responsible for
providing updated tax information and software to their clients.
Responsibilities included:
Providing technical support to unit managers and staff to resolve all types
of problems.
Setup and installing workstations and other peripherals.
Assisting personnel in making effective use of microcomputer hardware and
software resources may include ad hoc personal training, recommendations
for modifications to hardware of software configurations, and/or other
customization of software systems.
Monitoring and maintaining backup and virus protection functions on
workstations.
Served as primary liaison with BNA technical operations unit.
Participated in special projects and performs other duties as assigned.
Equal Exposure Network (Jacksonville, FL)
Feb 98- Jul 99
Technician/Trainer/Web Master
(Environment: IBM-compatible PC s, MS-DOS, Windows 95, Windows NT,
WordPerfect7.0, Netscape, Microsoft Office 97, Internet Explorer, Outlook,
FrontPage 98, Real Audio, Easy Photo)
Responsibilities included:
Installation of hardware/software upgrades.
Troubleshooting all hardware and software.
Seminar Internet Training Development.
Video Encoding MPEG & AVI.
Audio/Video Production.
Web Page Design and Implementation/Hosting.
Dept. of Justice, Antitrust division (Washington, DC)
Jul 95 - Feb 98
Microcomputer Specialist
(Environment: IBM-compatible PC s, MS-DOS, OS/2, Novel 4.1, WordPerfect
5.2, WordPerfect, 6.1, Lotus 123, Excel, Soft Solutions, Reach out, Perfect
Office, GroupWise)
As a contractor for the Dept. of Justice, Antitrust division, we supported
many buildings. I was in charge of one of the many buildings we supported
and my responsibilities included:
Installing, configuring, and troubleshooting IBM compatible PC s
Installation of hardware upgrades
Providing telephone and on-site support
Interact with users on existing problems
Performs LAN backups
OTHER SKILLS:
Hardware: IBM PC s and compatibles Pentium I, II III, IV processors,
Laptops, Palm PDA, Pocket PCs
Software: Windows NT, Windows 95/98, Windows 2000/XP, Windows Vista/7
MacAfee Help Desk, Netscape, Internet Explorer, AOL, Novell LAN, Perfect
Office, Microsoft Office2000/XP,Microsoft office 2003/2010, BMC Service
Desk, Skype, Soft Solution, Reach out, WordPerfect, MacDraw, MacWrite,
Norton Utilities, Norton Ghost, Norton PC Anywhere, GroupWise, Reflection2,
Lotus Notes, F-Prot, Outlook, MacAfee, FrontPage, Real Magic, Adobe
Acrobat, Easy Photo, Edius, DPS Velocity, Acronis, Teamviewer
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