Software Project

MICHAEL K. ROSE

*** ********** **.

DeSoto, Texas 75115

Residence: 972-***-****

Cell: 214-***-****

Email: ******@*********.***

URL: http://www.linkedin.com/in/michaelkrose

SUMMARY

Detail oriented Desktop Support and Administration professional with strong

hardware and software platform configuration background. Expertise in

diagnosing and resolving problems and quickly servicing Desktop and Laptop

architectures including: Dell, Compaq, IBM, and Toshiba. Customer care

resource recognized for providing outstanding on site, hands-on and remote

support. Self-starter able to work independently in self-directed

environments or collaboratively in teams.

TECHNICAL SKILLS

SYSTEM SOFTWARE: Windows XP, 2000, NT, 98, Vista; UNIX; Microsoft Office

Professional Suite; Microsoft Exchange; Active Directory; Vantive Tracking;

Ghost; Dameware; Local Area Networks; Mcafee; Norton; VPN; TCP/IP.

PROFESSIONAL EXPERIENCE

IBM: Dallas, Texas 2008

-2010

Deskside Support Specialist

Provided desktop, laptop, and software support for local and remote clients

including various marketing and technical organizations. Built and managed

Microsoft Windows XP based custom images to meet unique call center

organizational requirements.

. Created new Windows XP based image platforms to address unique call

center requirements utilizing new desktop computers.

. Performed daily hands-on and remote troubleshooting and repair to

quickly resolve software issues locally and nationwide.

. Provided local project management for the complete replacement of over

200 data center desktop computers with no user downtime. Partnered

with national project managers for the testing and installing of new

and updated software applications and ensuring full functionality with

the new hardware.

. Prepared and maintained daily trouble report status reports to

management team utilizing Vantive reporting software.

. Provided local and international coaching for new personnel on

existing proceedures and processes according to local policies.

Hewlett Packard: Dallas, Texas 2006

-2008

Technical Support Specialist

Provided desktop, laptop, and software support for local and remote clients

including various marketing and technical organizations. Provided sole

local support for a local call center with over 200 users.

. Built and managed Microsoft Windows XP based custom images to meet

unique call center organizational requirements.

. Ensured all systems were installed and functioning properly after 2

full office relocations which included seeing that all computers were

properly shutdown and prepared for moving and testing each computer at

the new locations upon installation.

. Enhanced network efficiency and data capacity by at least 50% by

proposing the reconfiguration of the call center local area network.

. Performed daily hands-on and remote troubleshooting and repair to

quickly resolve software issues locally and nationwide.

. Provided project management for the complete replacement of over 200

data center desktop computers with no user downtime. Partnered with

national project managers for the testing and installing of new and

updated software applications and ensuring full functionality with the

new hardware.

Pinnacle Technical Resources: Dallas Texas

Network Engineer Supporting AT&T 2004 -

2006

Performed complex network analysis and directed network maintenance

personnel for the timely resolution of network trouble/outages for large

AT&T domestic and international clients.

AT&T: Dallas, Texas 1989 - 2002

Systems Administrator (Platform Manager)

Managed data center resources, including UNIX servers and local area

networks that served a community of over 800 users located throughout

Texas, Oklahoma, and Louisiana.

. Performed daily administration of multiple UNIX servers including

installing and updating operating system software, and installing,

updating, and uninstalling server application software.

. Scheduled regular full and incremental data backups of all data center

servers. Maintained local off-site backup data library for data

recovery and restoration as needed.

. Provided complex computer and software application support including

interfacing with the users to provide remote and hands-on problem

resolution.

. Provided desktop support which included on-site and remote desktop,

laptop hardware and software platforms utilizing Microsoft Windows

2000, Windows 98 and Windows XP.

PROFESSIONAL EDUCATION

Accounting Associate Degree Tulsa Business College Tulsa,

Oklahoma

TECHNICAL TRAINING AND DEVELOPMENT

AT&T Instructor Certification

Windows NT System Administration

Microsoft Office Administration

Microsoft Windows XP Administration

UNIX System V Administration

UNIX System V Release 4 Advanced Administration

Cisco Router Configuration

Windows 2000 System Administration

Supporting Microsoft Windows NT

TCP-IP Administration

UNIX Security

Cisco Administration

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