Manager Technician

Myra Clark

***** ***** ***. * *** Park, MI ***** 313-***-****

**********@*****.***

Computer Skills

A+ Certified, Dell Certified (desktop/laptop), GIRS Ticket Tracking Database, Group Policy, Safeguard

Easy Encryption (Full Disk Encryption), RACF Admin, IBM Tivoli Storage Manager, Ghost/Drive Image,

Secure Email, Add/delete users from active directory, SMS, Software: Installing, configuring, and

operating Windows98/2000, XP & Vista, Ms Office 2000, XP, 2003 & 2007, eRoom, WebEx, Intuity, 3270

Emulator, Adobe Reader/Writer, VisMockup, VPN, iPass, Hardware: IBM compatibles, peripheral

installation (CD-ROMs, power supplies, hard drives, motherboards, printers, RAM, CPU’s)

Work Education

Tech Team Global, Dearborn, MI

July 2002-March 2009

Senior Support Technician/Security Administrator (Ford Credit Environment):

• Provide installation and upgrade services of hardware and software

• Provide support via WebEx

• Implement virus detection and eradication procedures

• Diagnose end-user system failures and implement repair solutions

• Diagnose printer and other peripheral device failures and implement repair solutions

• Troubleshoot network devices in order to ensure connectivity from the PC to the Network

• Performed ID creation/deletion

• Updated client status via phone or email on ID requests

• Created accounts for conference rooms, generic email, Fidelity/Alltel, Exchange/NT

• Reset NT passwords and updated SMTP addresses

• Created and terminated internet access, change employee/user ID type, and updated agency

CDS

• Distributed SDS loads to workstations

• Administer PVCS Id’s

• Add/Remove PVCS access rights to projects

• Created and maintained RACF id’s and LAN ID’s

• Maintained user's GPO levels

• Perform Data restores through Tivoli Server Manager

• Lead Disaster Recovery Technician

National Tech Team, Dearborn, MI

Myra Clark Page 2

July 2001-July 2002

Help Desk Analyst (Ford Motor Company Environment):

• Provide professional end-user support via telephone or email

• Provide restorative or maintenance actions to resolve end-user problems

• Responds to end-user problems based on standard procedures

• Correctly track incidents and calls, including entering data into the database timely and accurately

• Must consistently meet or exceed required performance criteria

Grace C.M.E. Church, Detroit, MI

September 1999-March 2000

Secretary:

• Manage a multi-line phone

• Create various letters, memos and documents

• Input Accounts Payable and Receivable

Education

Davenport University, Warren, MI

Pursuing BS in Computer Science; January 2011

Overall GPA 3.0

Focus Hope: Information Technology

Desktop Support (A+ Certified), June 2000-June 2001

Certificates of Achievement

A+ Certified, Dell Certified Technician, Microsoft Outlook 2003 Core Skills, Introduction to Networking,

Ethical Principles, Working Sm@rt with Microsoft Outlook, Six Sigma Breakthrough Process, Training,

Implementation and Tools

References

David Rivers- Financial Analyst

Ford Motor Company

One American Rd - 107121

Dearborn, MI 48126

Phone: 313-***-****

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

Michael Willis- Technical Specialist

Ford Motor Credit

One American Rd

Dearborn, MI 48126

Phone: 313-***-****

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

Contact this candidate