Mickey Mckoy

*** ******** *****

Lillington, NC *7546

Mobile: 910-***-****

Email: ac04jk@r.postjobfree.com

Summary:

A computer support technician transitioning from military to the civilian sector with over ten years experience providing technical assistance to business professionals.

Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements.

Skilled in troubleshooting and fixing problems while minimizing customer stress levels; Remedy Ticketing System.

Professionally certified by CompTIA.

Skills:

Supervision, Microsoft, Networking, System Maintenance.

Desktop Support, Training, Microsoft Windows.

Help Desk Operations, Support Techniques, Microsoft Office.

Cabling Maintenance

Certifications:

Microsoft Office User Specialist: Word, Excel, PowerPoint, Outlook, Access, FrontPage

CompTIA A+ Certified Service Professional

Customer Service Course

Education:

University of Phoenix, Tempe, Arizona

Bachelor of Science, (Cyber Security)

GPA: 4.0 Degree Currently in Progress

Professional Experience:

Allscripts, Raleigh, NC Aug 2016 – Current

Service Desk Support

Assisted users with daily operational issues.

Created and maintained user logins and passwords

Assisted users, and gave training in installed systems and programs.

Activated and deactivated employee, customer, and company affiliate profiles.

Utilize Remedy Ticketing System.

Provide technical support

Professional Experience:

United States Air Force, USA Jan 2006 – May 2016

Desktop Support

Assisted military personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issue technical training especially to resolution.

Utilize Remedy Ticketing System.

Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.

Installed operating systems and applications and conducted demonstrations.

Diagnosed hardware problems with modems, printers, cables, or telephones.

Knowledgeable in computer software, hardware and procedures.

Diagnosed hardware failure, user errors.

Diagnosed application errors and network connectivity problems.

Assisted users, and gave training in installed systems and programs.

Devised solution using voicemail IVR to "front end" the helpdesk and employed helpdesk consultant to establish incident call logging via an SQL database.

Assisted users with daily operational issues.

Created and maintained user logins and passwords.

Experienced with computer hardware including personal computers, servers, and mainframe clusters.

Assisted in the installation, configuration, and management of a LAN.

Configured and documented standard desktop computer workstations.

Logged trouble tickets for users.

Maintained Print Server and print devices.

Wrote and developed technical documents.

Upgraded and maintained systems.

Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and international users.

Re-imaged laptops and maintained hardware infrastructure.

Activated and deactivated employee, customer, and company affiliate profiles.

Performed routine maintenance and user file backups.

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