Microsoft Office Customer Service

Michael McCrae

North Canton, OH – ***** – 330-***-**** – *******@*****.*** – www.linkedin.com/in/michael-s-mccrae

IT Network and Systems Manager

Network Management – IT Infrastructure Management – Systems Administration

Systems Administration

Network Management

Project Management

Technical Troubleshooting

Server Optimization

People Management

Cross-Team Collaboration

Analytical, adaptable professional with extensive experience analyzing, developing, deploying and evaluating infrastructure aimed at improving quality and efficiency.

Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.

Skilled troubleshooter continually focused on identifying, isolating and resolving technical issues.

Strong knowledge and comfort within Microsoft-based server environments, along with peripheral processes.

Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

PROFESSIONAL EXPERIENCE

HAINES & COMPANY, INC. North Canton, OH 2007-2017

Network and Systems Manager

Principal strategist and visionary for IT infrastructure across the company around software, desktops, servers and networking equipment. Directed concurrent technology projects, including VoIP implementation and IT outsource reduction, in line with timelines, quality and key stakeholders' requirements. Oversee and optimize 30 on-site Windows servers, 4 virtual Windows servers and 3 Linux servers, as well as over 200 Windows workstations. Lead, manage and mentor a team of Desktop Support technicians. Recommend, approve and review IT purchases decisions.

Client Service: Deliver excellent customer service through responsive interfacing, problem assessment, prompt determination of corrective actions and follow-up.

Desktop Support Services: Diagnose, repair, and upgrade hardware as well as OS configuration. Experienced in virus and malware discovery and removal.

Server Support Services: Configure, maintain, and upgrade physical and virtual server fleet. Administer users, groups, and access controls.

Project Management: Integral participant in hardware and software project research and development.

ROBERT HALF TECHNOLOGIES Canton, OH 2006-2007

Information Systems Consultant & PC Technician

Diagnosed, troubleshooted, and resolved hardware, software, and other network and system problems., Replace defective components when necessary. Analyzed equipment performance records to determine the need for repair or replacement. Conferred with network users about how to solve existing system problems. Designed, configured, and tested computer hardware, networking software and operating system software.

Systems and Software Administration: Citrix, Lotus Notes, McAfee AntiVirus, Microsoft Office, Active Directory

KENAN ADVANTAGE GROUP Canton, OH 2005-2006

Field Systems Engineer

Analyzed network and infrastructure for company subsidiaries. Built all aspects of local systems and conceptualized upgrades to facilitate company standardization. Provided key technical support to all users of Windows environment.

Efficiency & Quality Improvements: Designed and developed new wireless infrastructures and all peripheral processes.

Server Support: Planned and executed operations-wide support across enterprise and servers.

Systems Management: Configured and maintained Merak Mail Server, Firebox firewall / routers, SonicWall firewall and Websense webfilter.

Previous experience includes Field Support Technician role (2002-2004) with PC Plus

and Field Engineering Project Lead position (1996-2001) with Resource One Computer Systems

TECHNICAL PROFICIENCIES

Protocols:

ISO/OSI layers, Ethernet, TCP/IP, HTTP, DNS, DHCP, VPN

Operating Systems / Software:

Windows 9x-2010, Windows Server NT-2012, Active Directory, Mac OS X, Backup Software, Anti-virus Software and Tools, Microsoft Exchange, Microsoft Office, Lotus Notes, Android, iOS, Web Filters

Hardware:

Desktops, Servers, Laptops, HP Printers

EDUCATION AND CERTIFICATIONS

DEVRY INSTITUTE OF TECHNOLOGY, Columbus, OH

COLUMBUS COLLEGE OF ART & DESIGN, Columbus, OH

CompTIA A+ Ethical Hacker (Security Certification)

Course: 5047 Introduction to Installing and Managing Microsoft Exchange 2007

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