Customer Service Support

Michael J. Minchinton

**** ********** ****, *** *****, NV, 89142 / 702-***-****

Summary

I am passionate about IT work, as well as customer service. I work best in a fast paced, high responsibility position, and thrive in a team based environment. I am a quick learner, and am always eager to learn more about my position and pick up more responsibilities.

Experience

IT Support Specialist I CG Technology 2575 S. Highland Dr., Las Vegas, NV, 89109

February 2017 - Current

Network, remote, and deskside support for 7 Sports Books in casinos and all betting terminals/betting carousels, and betting stations, as well as network monitoring and batch scripting, ramping up and tearing down, Utilizing Jira ticketing system, MS support in an enterprise environment, reimaging, and public customer support for the mobile gaming application.

Deskside Support Specialist I - IT at Caesars Entertainment Corporate

June 2016 - December 2016 (6 months)

All MS applications, troubleshooting, deskside support, customer service, Micros/PAR terminals, problem management, utilizing BMC ticketing system, problem delegating, troubleshoot a wide variety of IT issues, including working directly with property technicians, and much more.

IT Specialist III TELUS International 2251 S Decatur Blvd., Las Vegas, NV, 89146

March 2016 - June 2016

Network and deskside support for 1200 workstations, utilizing BMC ticketing system, ramping up and tearing down, MS support in an enterprise environment, reimaging, stack and rack, switch setup, port VLAN changes, and more.

NOC Support Analyst - IT at Pinnacle Entertainment Corporate

April 2015 - November 2015 (7 months)

All MS applications, troubleshooting, customer service, utilizing BMC SDE ticketing system, Micros terminals, problem management, problem delegating, troubleshoot a wide variety of IT issues, including working directly with property technicians, and much more.

NOC Analyst – IT at Boyd Gaming Corporate

November 2013 – December 2014 (2 years)

Monitor WUG, ABS message handling, backup of all servers, Arachnoscope monitoring, Solar Winds monitoring, all MS applications, utilizing BMS SDEIII ticketing system, troubleshooting, customer service, Micros and PAR terminals, problem management, problem delegating, troubleshoot a wide variety of IT issues, including working directly with property technicians, and much more.

IT Specialist – IT at Verizon Wireless

July 2013 - December 2013 (6 months)

Assisted with correct discount applications and assisting customers with obtaining discounts.

IT Support Analyst - IT at Logitech

March 2010 - December 2012 (2 years 10 months)

Troubleshooting of all products and peripherals, Team Leader and trainer for my 2 departments. (23 techs each)

Projects

Property Technician Schedule / Up-To-Date Phone List

January 2014 to 2015

Keeping a running schedule for all technicians on all 22 properties, and contacting IT Managers weekly for current changes, PTO, and special projects / traveling.

Certifications

MS Office

Microsoft

Office365 Microsoft April 2015

A+, Network+, Security+ - 2015-2016

Skills & Expertise

Customer Service Representative

AS400 – System Administrator

CMS

LMS

STS

SDS

ACSC

Information Technology

Computer Proficiency

Reliability

Electronics

Servers

Microsoft Office 2003-2016

Outlook / OWA / Mobile

Office 365

ABS

Problem Solving

Troubleshooting

Information Security

Compliance PCI

Intelligent

Fast Learner

OS - Enterprise

Microsoft SQL Server

IDocs

Networking

LAN-WAN

MICROS / PAR

Hardware

Software

System Monitoring

Remote Desktop

Remote Troubleshooting

Multi-line Phone

Phone Etiquette

Windows XP / 7 / 8 / 10 (Home, Pro, Enterprise)

Technical Support

Computer Hardware

Customer Service

Active Directory

IT Management

Security

Windows

System Administration

Education

ITT Technical Institute-Las Vegas

Associates in Computer and Information Systems Security/Information Assurance/ Internet Security, 2008 - 2010

Activities and Societies: N/A

Nevada Union High School

Diploma, General Studies, 1994 - 1998

Activities and Societies: Martial Arts, Basketball, Baseball, Computer Lab, TA

Organizations

USMC

SSgt – MOS-0317 (Forward Scout)

December 1998 to February 2010

Courses

IT

AS Degree - Internet Security and Information Systems

Languages

English

Some Spanish

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