MICHAEL E. DAVIS

**** *** ***** **. #*

202-***-****/919-***-****

Raleigh, NC 27609

ab9hmo@r.postjobfree.com

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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