Manager Technical Support
Resume:
Mark J. Merritt
East Cleveland, OH 44112-4731
abi46d@r.postjobfree.com; abi46d@r.postjobfree.com
Summary of Skills
. HDI Certified Help Desk Analyst, A+ Certified IT Technician, Network+
Certified Technician; Dell Americas Desktop Proficiency Certification;
Dell Americas Notebook Proficiency Certification
. Troubleshooting, networking, and administrative experience with
Windows 95/98, Windows 2000/XP Professional, Windows NT Server 4.0,
Windows 2000/2003 Server, Mandrake Linux, Xandros Linux, Suse Linux,
Ubuntu Linux, Mac OS 9.1, AS/400, and POS Retail systems
. Knowledge and experience with TCP/IP, DHCP, DNS, Exchange
5.5/2000/2003, Active Directory, Novell Netware, Microsoft Office
Suite (97/2000/XP/2003), Postfix, Sendmail, WordPerfect Office Suite,
Star Office Suite 5.0/6.0, Open Office 2.0, Microsoft Visual Studio
6.0, and Borland Development Suite 5
. Knowledge and understanding of LAN/WAN topologies; Experience
configuring and troubleshooting Cisco Routers, Cisco Wireless
networking, and computer networking in an office and warehouse
setting. Experience with both Linux and BSD routers and firewalls
. Basic experience with C++, Visual Basic, and HTML; Working knowledge
of C, Java, and Visual Basic.Net; HTML experience includes Cascading
Style Sheets and JavaScript.
. Experience with Visual Basic includes ActiveX, Crystal Reports, and
ODBC database programming. Experience also includes systems analysis
and design including structure-oriented design, object-oriented
design, and life-cycle development.
. Knowledge and experience of Sybase, Microsoft Access, and SQL Server
7.0/2000 database platforms
Education
September 2000 - December 2001 Bryant and Stratton College, Cleveland,
OH
A.A.B. - December 2001 Major:Information Technology
G.P.A. - 3.55 - Cum Laude
Description:
Skills in computer programming, networking, help desk operations, systems
hardware configuration, application software, telecommunications, security,
purchasing, decision making, and interpersonal skills.
Concentration is in both networking and help desk support.
September 1996 - June 2000 Shaw High School, East Cleveland, OH
Diploma received
Description:
Courses included Spanish, Physics, Chemistry, Psychology, Geometry, Honors
Pre-Calculus, and Computer Programming
Employment
April 2006 - Present
Help Desk Analyst II, AmTrust Bank (Previously Ohio Savings Bank),
Cleveland, OH
Received a promotion from Help Desk Analyst I to Help Desk Analyst II -
April 2007
Job duties include:
. Providing first and second level telephone and remote support to both
AmTrust Bank employees and contractors
. Analyzing and resolving problems related to desktops, voice and e-
mail, servers, remote access products, blackberries, and PC
applications and escalating to the appropriate technical level as
needed
. Participating in the rotation schedule for responding to Help Desk
. Assisting in the training and mentoring of other Help Desk Analysts
and associates
. Documenting new hardware and software procedures
September 2005 - April 2006
Client/Server Support Analyst, Kaiser Permanente (Contract with Spherion),
Brooklyn Heights, OH
Job duties included:
. Providing Tier II Support to desktop clients to Kaiser Permanente
employees throughout the Northeast Ohio area
. Installation, configuration, and troubleshooting of hardware
including, but not limited to, desktops, laptops, servers, routers,
and PDAs
. Performing inventory of all equipment, including recommendations of
needed upgrades
November 2004 - August 2005
Technical Support Analyst, National City Bank (Contract with Robert Half),
Cleveland, OH
Job duties included:
. Providing first level telephone and remote support to both National City
employees and contractors
. Providing second level support to contractors and employees regarding
issues involving Microsoft Office
August 2004 - November 2004
Client/Server Support Analyst, Progressive Insurance (Contract with Tek-
Systems), Mayfield Heights, OH
Job duties included:
. Providing end-user support to employees of Progressive Insurance
. Providing support to Windows 2000 desktop and laptop systems with
remote utilities such as PCAnywhere and Terminal Services
. Performing software upgrades and installations manually and through
software management tools
. Performing hardware and network upgrades and installations
March 2004 - August 2004
Network Administrator, Primrose Inc/Dickey-Grabler, Cleveland OH
Job duties included:
. Performing installation, configuration and maintenance of all PC
hardware and software
. Configuring and connecting computers and printers to the corporate
network
. Performing software upgrades of MIS department purchased and approved
software
. Providing technical support and trouble shoot any PC related problems
. Administrating Windows Server network, including Internet and Intranet
security, system services setup and maintenance, backup and recovery,
user and group profiles, printers, and hardware
January 2004 - March 2004
System Administrator, City of East Cleveland (Contract with Robert Half),
East Cleveland, OH
Job duties included:
. Providing end-user support to employees of the City of East Cleveland
. Providing support to Windows 98/XP, Windows NT Server 4.0, & Exchange
5.5 systems
. Overseeing the recommendations and purchasing of new hardware and
software
. Performing backups, daily maintenance, and preparing migration from NT
Server to 2003 Server
August 2002 - April 2003
Level Two Technical Support Technician, Datavantage, Solon, OH
Job duties included:
. Providing over-the-phone POS Retail Systems technical support in a
Windows 95/98/NT/2000 environment
. Assisting Level 1 Support Technicians in various trouble shooting
procedures
. Working with Account Managers, Project Managers, and clients to ensure
complete functionality of retail systems
January 2001 - February 2002
Desktop Support Operations Assistant, Cleveland Indians (Internship);
Cleveland, OH
Job duties included:
. Providing technical support in Windows 95/98/NT/2000, Mac OS 8.6, and
Novell Netware to end users within the organization, including
executive personnel
. Assisting the Manager of Network Operations in various networking
tasks, such as changing backup tapes, maintaining user accounts, and
monitoring network status
. Providing game-day support, through POS-Retail Systems, for the team
shop and various novelty shops throughout the ballpark
. Performing the initial load and configuration of operating systems,
point-of-sale software, and applications specific to the organization,
departments, and users
. Keeping the company Intranet site updated
References
Name: Scott Wexler
Company: AmTrust Bank (Former Manager)
Phone Number: 216-***-****
Title: HelpDesk Manager
E-mail: abi46d@r.postjobfree.com
Name: Greg Litchney
Company: Squire, Sanders, and Dempsey LLP
Phone Number: 330-***-****
Title: Client/Server Support Analyst
E-mail: abi46d@r.postjobfree.com
Name: Claude Mitchell
Company: East Cleveland Courts
Phone Number: 216-***-****
Title: Data Processing Manager
E-Mail: abi46d@r.postjobfree.com
Name: Maroun Ayna
Company: AT&T
Phone Number: 440-***-****
Title: Level 2 Technician
E-Mail: abi46d@r.postjobfree.com
Name: Dave Komlosy
Company: Formerly of Amtrust Bank
Phone Number: 216-***-****
Title: Formerly of Amtrust Bank
E-Mail: abi46d@r.postjobfree.com
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