Support Technician

Michael Pyne

***** ******

Warren MI, *****

Cell: 586-***-****

* abirvr@r.postjobfree.com

Summary

Solutions-focused professional with 10 years experience. Commended for

reliability and trustworthiness. Combined patience, determination, and

persistence to troubleshoot client issues. Self-starting, organized and

tenacious I have always pushed for excellence in all areas of my

profession. I Enjoy working as a team member as well as independently.

Works efficiently under pressure. Easily understand and solve technical

problems. Ability to grasp new ideas and integrate them into desired

results. Welcome challenges, with proven history of increased productivity.

Able to lead others in high-demand situations. Committed to implementing

quality improvement techniques.

Professional Experience

Helpdesk Support Technician

VisionIT/Proctor and Gamble

December 2009 - September 2010

Provide 1st level phone and chat support

Laptop/Desktop hardware support

Network connectivity support

Proprietary software support

Sales and Support Technician

GoDaddy.com

December 2008 - December 2008

Provide 1st level technical support

Provide sales support

Web Portal Administrator

Delphi/Synergy Computer Solutions, Inc.

July 2004 - September 2007

Support Epicentric and Vignette web based portal

Provide 2nd level user support

Manage user and group accounts

Manage and create portal content using Vignette & Epicentric content

management system

Troubleshoot portal server and network issues

Helpdesk Support Technician

Electronic Data Systems

July 2001 - April 2004

Provide phone and email support for General Motors web based portal

Support PeopleFinder and Org Manager web applications

Support iNotes email application

Responsible for outage notifications and 2nd level escalations

Administer user accounts in LDAP directory

Assist home users with Internet connectivity issues

Mainframe Helpdesk Support Technician

Electronic Data Systems

May 2000 - July 2001

Provide mainframe software (CICS, TSO, IMS, ISPF), hardware and network

support

VPS, IMS, CA Spool and JCL printer support

Assist users with FTP

Assist users with mainframe to PC file transfers

ADSL Pre-service Test Administrator

SBC Ameritech

April 2000 - May 2000

Assist field technicians with troubleshooting ADSL hardware

Jointly test service functionality with field technicians

Approve dispatch of field technicians to troubleshoot and resolve issues

Configure user upstream/downstream speeds using Red Back router

Helpdesk Support

National Tech Team /Liberty Mutual

January 2000 - April 2000

Support and resolve network connectivity issues on a Novell network

Support user Extra, Exacct II mainframe applications

Provide technical support for over 100 software applications

Troubleshoot network and mainframe printing

Provide 2nd and 3rd level Microsoft Office support

Y2K Desktop Support

National Tech Team /Wayne County

October 1999 - January 2000

Responsible for checking Y2K compliancy on Wayne County owned computers

Install and configure users JD Edwards mainframe application

Replace or upgrade Wayne County owned computers

Installation, configuration, and troubleshooting of new hardware and

software

CIS Helpdesk Support

National Tech Team /Daimler Chrysler Corporation

August 1999 - October 1999

Support and resolve hardware, software, and network issues

Assist dealers with Dial, Dial Utility, and Dial (ADM) software

Reset dealer passwords

Lead Helpdesk Support

National Tech Team /United Parcel Service

October 1998 - August 1999

Provide technical support for United Parcel Service proprietary software

Support users laser, ink jet, and thermal printers

Investigate complaints against 1st level technicians filed by desk side and

2nd level support

Key in implementing new troubleshooting techniques to service customers

more effectively

Technical Skills

Windows 3.xx, 95, 98, ME, 2000, XP

Novell

UNIX

Mainframe

TCP/IP

IPX/SPX

LAN/WAN/WLAN

Epicentric 3.5

Vignette 4.5

Content Management System

Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook)

Software/Hardware Installs, Upgrades, Configurations, Repairs, and

Troubleshooting

Education

South Lake High School - 1986 - 1990

1 St. Clair Shores, MI

Earned Diploma

Global Information Technology - February 2008 - August 2008

Lathrup Village, MI

Completed Network+ class

References

Available upon request

Contact this candidate