MICHAEL CHEEK

*** *** ***** *********, ** *****

619-***-**** / ablrky@r.postjobfree.com

HEL P DESK SUP ERV IS IO N

H EL P D ESK O PERAT IO NS / SPEC IAL IZE D I T SYSTE MS

Accomplished help desk supervisor, and IT desktop specialist with excellent experience overseeing the

development of helpdesk personnel and implementation of strategic and latest enterprise solutions

w ithin the area of IT support operations. Proven ability to oversee department wide program

i nitiatives and systems operations with strong communication and personnel t raining capabilities.

Recognized as a creative, effective planner and problem solver with over 15 years of experience in the

help desk and desktop support field.

P RO FESS IONAL E XPER I E NCE

9/2013 - 11/2014– Connetic, Inc.

I T Technician

• Support technician using remote software for access to over 25 companies across the US.

I ssues come in via telephone or ticketing system and answering in a t imely manner. Handle

everything from account creation, software installs, upgrades, and/or all other helpdesk issues.

• Use of Bomgar remote software, remote desktop manager, Exchange 2003/7/10, Remote Tracker

t icketing system, web based mail, AVG/McAfee/Symantec anti-virus, IE 8-11, Firefox, Chrome,

M AC support, extensive Active Directory work, Windows XP, Vista, 7, 8, android and iPhone

• 1 of 4 members of helpdesk team supporting over 1000 customers

6/2013 – 7/2013 – Trius Pharmaceuticals San Diego, CA

I T Technician

• Providing professional, hands-on support, Interact with staff on all levels to help resolve IT-related issues and

provides solutions in a timely manner, Respond and mange reported issues ticketing system, Resolves and/or

escalates issues in a timely fashion, Effectively communicates relevant IT-related information to the IT Lead

Hardware/software installation and upgrade, Hardware support including printers, copiers, desktops and laptops

Help IT Manager with internal administration

• Use of Acronis, Active Directory, Exchange 2010, Track-It Ticketing System, Microsoft Lync, Windows 7 and 8,

Office 2010, Server 2010, IE 9, Firefox, Chrome

• Sole desktop support also covering manager while manager on leave, day to day issues as well as implementing

updated equipment

12/2012 – 6/2013 - Qualcomm, Inc. San Diego, Ca

DESKTOP FIE LD SERVICE WINDOWS REFRESH TEAM

• Drive to user’s office, collect PC, MAC, or laptop and bring back to office. Using a USMT

portable drive collect data of current machine. Either upgrade full machine or image new hard

d rive with Windows 7 and Office 2010. Insert USMT drive, place all files and programs back

on. Install all software user had on machine, configure, and verify that it works.

• Imaging PCs and MACs, laptops, harvester machines, and lab machines using PxE network

boot program. Placing Windows 7 and determining if Office 2010 is needed. Configuring all

machines to have specific and working software that is designated to them, and once completed

i nstalling for client at workspace and ensuring it is up to their standards. Installing and

configuring Microsoft Lync for communications use.

• Assisting DFS team with day to day activities such as picking up machines, delivering

consumables, configuring new hires, and all things required by DFS team members

12 /2009 – 9 /2012 - Stone Brewing Co. San Diego, CA

I T Desktop Technician

• Account creation specialist, implementing security group roles, active directory account

creationist/maintainer, proficient in XP, Vista, Windows 7, Symantec Ghost Client, Windows

Based and Android based phones, Office 2007 and 2010 proficient, System Link security

software expert, first line of support for department.

7 / 2006 – 12 /2009 - Petco Store Systems, Inc San Diego, CA

Store Systems Expert, Helpdesk

• Systems expert and team lead for 5 people. Indirect reports who focus was to provide telephone

and technical support for all Petco personnel utilizing corporate systems within the store

environment. Nationwide system operation responsibilities included:

• Maintaining over 800 back office computers running operating systems from Windows 2003 to

W indows XP. Over 3200 store registers running Windows XP. Petco’s custom Operations

Software from JDA. Over 1600 hand held inventory logging devices using Symbol technology.

A ll system communications between corporate and stores requiring a TCPIP VPN.

3 /2005 – 6 /2006 Time Warner Cable, Corp San Diego, CA

Customer Support, Specialist

• Support specialist for over 25K subscription customers. Worked closely with field technicians

and system maintenance personnel to resolve customer issues in an efficient and t imely

manner. Responsibilities included:

• Troubleshooting and resolving all access problems, such as incorrect settings or device

malfunctions. Logging trouble tickets and monitoring average resolution metrics, as well as

establishing and maintaining user accounts.

3 /2000 – 8 /2004 Computer Science, Corp San Diego, CA

Help Desk, Technician

• Provided helpdesk and telephone connectivity support to over 900 sites, totaling over 10K

county employee’s within the San Diego County’s enterprise environment. Responsibilities

i ncluded:

• Troubleshooting of local desktop and laptop connectivity or access issues, as well as LAN line

system operations. Processed service requests for county employees, as well as purchase orders,

i nvoices, install requests, move requests, and support for the AHD functionality within the

county phone systems.

ED UCAT IO N & TRA I N I NG

Formal Education

6 /1998 – 6 /1999 Coleman College San Diego, CA

• Certification of Computer Engineering Technology

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