Customer Service Manager
Resume:
Michael K. Bosch
*****.*******@***.***
employment objective
Enthusiastic and self-driven Field Technician seeking to utilize a
diverse set of skills in diagnosing, troubleshooting, and resolving
computer hardware, software, and network issues for the benefit of
SmartTech.
technical expertise
CompTIA A+ Certification Dell Certified Systems Expert
Microsoft MCP Certification
Windows 7 Professional Windows XP Professional Windows Server 2003
Windows 2000 Professional Windows 2000 Server Active Directory (AD)
Office 2007 Professional Office 2003 Professional Terminal Services (TS)
Office Outlook 2007 Office Outlook 2003 Symantec Norton Ghost
Symantec AntiVirus Symantec Endpoint Remote Installation
Corporate Protection Services
Symantec pcAnywhere BMC Remedy McAfee Antivirus
Symantec Norton Antivirus TCP/IP Protocol Suite Citrix Presentation
Foundation
Pointsec Disk Encryption Enterprise Security CA AntiVirus
Manager
Internet Explorer 6.0 & Acronis True Image 9.1 Altiris CarbonCopy
7.0
Adobe Reader OpsWare Asset Tracking HP OpenView Radia client
Office Excel 2003 Office Access 2003 Microsoft SharePoint 2003
Dell - Desktops/Laptops Acer - Desktop/Laptops HP -
Desktops/Laptops/Printers
professional Experience
PC Maintenance Technician 02/2010-Present
MarketOne International, LLP IT Dept. Maynard, MA 01754
. Respond to day to day technical support requests & requests for software
installation/configuration.
. Troubleshoot LAN and wireless connectivity issues.
. Provision new PC installations and upgrade existing PCs.
. Remotely support users in international branches.
. Perform additional projects as assigned
A+ Field Technician 10/2009-02/2010
Unisys Corporation Unisys Technical Services Wilmington,
MA 01887
. Performed Dell warranty hardware repair services in both residential and
business environments.
. Consistently kept up to date on all certification requirements.
. Maintained excellent customer service with all levels of end-users
varying from homemakers to C-level executives.
. Drove 300+ miles per week throughout Essex/Middlesex counties to perform
warranty services.
. Became highly proficient in the diagnosis and troubleshooting of hardware
issues.
. Utilized Windows Mobile-based PDA to streamline real-time service call
administration.
IT Support Technician 08/2009-09/2009
CompuCom Systems, Inc. Mitre Corporation Bedford, MA 01730
. Working in a team of 3 to set up and configure approximately 20-30 Dell
laptops per day following established procedures to meet Service Level
Agreements (SLAs).
. Use HP OpenView Radia client to install software and updates, including
Symantec Endpoint Protection.
. Perform full-drive encryptions using PointSec Disk Encryption client
software.
. Inventory all laptops using OpsWare Asset Tracking Edition.
. Verify all configuration information and prepare laptops for installation
by the Install Technicians.
. Perform other duties and tasks as necessary.
Help Desk Specialist 09/2008-01/2009
Fresenius Medical Care, NA Shared Services Dept. Lexington, MA
02421
. Received 25+ incoming support calls daily while opening Remedy tickets
based on information gathered from the customer with a 70% first call
resolution rate.
. Worked with the customer to troubleshoot and resolve issues according to
prescribed scripts while thoroughly documenting all steps taken and their
results.
. Followed established escalation procedures for sending support tickets to
2nd level support.
. Monitored the Help Desk's queue of unassigned support tickets and
addressed tickets that remained unaddressed for 20 minutes or more.
. Followed up on Remedy tickets that needed to be followed up on until the
support ticket was either resolved, or received no response after several
attempts to contact the customer.
IT Assistant/Desktop Support 04/2008-09/2008
Community Healthlink, Inc. North County MIS Dept.
Leominster, MA 01453
. Assisted with rollout and implementation of eCET EMR software.
. Installed CMHC Systems Browser User Interface (BUI) and MassHealth
MassREVS software.
. Diagnosed and troubleshot desktop/laptop and network issues as necessary.
. Maintained documentation of issues and their associated resolutions.
. Upgraded Windows 2000 desktop PCs to Windows XP as well as set up new
Windows XP desktop/laptop PCs.
. Routinely updated hardware inventory in Access 2003.
. Performed regular preventative maintenance on desktop/laptop PCs,
including defragmenting hard drives, updating software, removing temp
files, and optimizing performance.
Data Analyst 08/2007-11/2007
Fidelity Investments, Inc. FTG - Information Security & Risk Dept.
Merrimack, NH 03054
. Routinely analyzed system security data pulled from the departmental
SharePoint site for Symantec Enterprise Security Manager.
. Formatted the analyzed data into an easily presentable format for
supervisory personnel using a combination of Excel 2003, Access 2003,
Monarch Pro 9.0, and Brio Insight 6.6.
Intern Systems Administrator 04/2007-06/2007
Workers' Credit Union MIS Dept. Fitchburg, MA 01420
. Maintained and monitored backup schedules of approx. 10 mission-critical
servers (including two Domain Controllers), ensuring that the tapes got
sent to the appropriate off-site location.
. Managed Unisys line printer print jobs, including delivering them to the
proper personnel.
. Prepared workstation images for deployment using Acronis True Image 9.1.
. Set up and configured a Dell PowerEdge server for a new branch location.
. Assisted the Sr. Systems Administrator with monitoring, maintaining, and
troubleshooting of the Active Directory network, which contained 150 user
accounts and around 200 computer accounts.
Intern Computer Technician 02/2006-04/2006
Computers Down Under Leominster, MA 01453
. Performed routine maintenance on customer PCs, including removing temp
files, defragmenting hard drives, removing viruses and spyware,
optimizing performance, and physically cleaning the computer.
. Diagnosed, troubleshot, and resolved issues with customer PCs and their
associated hardware.
education
Shriver Job Corps 10/2005-07/2007
Devens,MA 01434
. Achieved CompTIA A+ Certification and Microsoft MCP Certification.
. Implemented and set up a Microsoft Windows Remote Installation Services
(RIS) server, created and deployed Microsoft Windows XP Professional
images to a classroom of computers with different hardware configurations
within two weeks.
. Set up and configured a Microsoft Terminal Services (TS) server for a
classroom to meet requirements specified by the instructor.
. Worked with a team to design, create, and implement an Active Directory
infrastructure for a hypothetical organization.
Eastern Nazarene College 08/2003-04/2005
Major: Computer Science Quincy, MA 02170
. Completed 47.5 credits towards a B.Sc. in Computer Science.
professional references
Available upon request.
Contact this candidate