Technical Support Manager
Resume:
Michael Hall
Jacksonville, FL **210
*********@****.***
Objective
Seeking a position in an environment where can make significant contributions towards a company’s immediate and future goals. Have the experience and education in Information Technology, and a highly motivated Technical Specialist with solid experience in networking and system support.
Summary of Qualifications
CompTIA A+ certified professional with years of help desk experience providing software, hardware, client/server and networking technical support.
Proven success working in high-volume, in a technical call centers environment. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
Providing support to customers and end users over the phone, remote, and onsite
Have computer Usage Client/Server experience in a large global environment with multi-domains and data migration.
Installed, assembled and configured desktops, laptops, monitors, and peripherals such as printers, scanners, and related hardware.
Patched cables and rewire as required for new installations and office reconfiguration.
Configured window server operation systems to support all facets of Active/ Directory Roles Server (ARS) to include GPOs, OUs.
Installed and maintained DNS, DHCP and File Services roles.
Configured and maintained Exchange Server
Maintain Database using IBM DB2
Technical Skills
Hardware:
HP, Dell, IBM, Lenovo, Cisco Routers/Switches - WAN/LAN Networking
Software:
Windows 10, Windows 7, Windows XP
MS Office Suite 2016, 2013, 2010
Windows Server 2012, 2008
RDP, Logmein
Professional Experience
Modis/Fanatics Jacksonville,FL 2017-2018
Tier 1 System Support Analyst
Provided Tier 1 support to warehouse systems.
Performed daily maintenance to IT systems of facility
Troubleshoot any issues with network, PC’s, Laptop’s, Printers.
Maintained cable management for optimal performance of IT systems.
Maintained SLA requirements on a daily basis
Compucom/SEGrocers Jacksonville, FL 2017-2017
Tier 2 & 3 DeskSide Support Analyst
Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
Closed 95% of trouble tickets on the first call without escalation.
Keefe Commissary Network Jacksonville, FL 2014 – 2017
Implementation Support Analyst
Acknowledge and maintain ownership of assigned support tickets from inception through to closure
Proactively monitor Service Desk ticketing system for incoming support requests
Update tickets accordingly to reflect work is in progress, ensuring SLAs are adhered to
configure servers and Workstations with Microsoft Server 2012 and IBM DB2.
Train KCN customers at customer facilities nationwide on the use of KCN systems products
Provide phone support services to customers and Regional KCN Staff
Assist in upgrade and maintenance of KCN systems deployed to customer sites and regional distribution centers
Assist in planning disaster recovery strategies and resolutions on customer servers and client workstations
Assist in systems integration projects from initiation to completion.
Document all service, configuration, and upgrade activities as specified by the KCN Systems Support Manager
Complete miscellaneous projects/duties as assigned by the KCN Regional manager.
Work closely with customers to investigate and analyze incidents.
Hewlett Packard/NMCI Jacksonville, FL 2011- 2014
Implementation Support Analyst
Implemented software, performed database updates, updated user profiles.
Provided networking/desktop support and performed mainframe and account maintenance tasks.
Diagnosed hardware and software issues and respond to tickets.
Trained new personnel on HP procedures
Department of Veterans Affairs/CACI Jacksonville, FL 2012-2014
Technical Support Analyst
Provided Technical Support of IT equipment for Department of Veterans Affairs contractors while on site.
Provided training to veterans on veteran affairs benefits
Department of Homeland Security Jacksonville, FL 2010-2011
Security Officer
Install technical security system equipment and components.
Ensure vehicle barriers, X-ray machines, forced entry ballistic resistant doors, walk-through metal detectors are fully operational.
Verification-of-operation tests of technical security systems.
Train security personnel at posts as required.
Citibank Jacksonville, FL 2009-2010
Risk Management Analayst
Risk Management
Determined risk to bank using credit scores on clients accounts.
US Navy Various 1989-2009
Operations Specialist
Operation Specialist
Maintained and supervised a database for the sharing of information between naval and air units.
Monitor the system for equipment failure or errors in performance
Managed teams of analyst to collect, disseminate process data
Maintained a secured defense communications database
Maintained a library with an inventory of over 5200 naval publications and updates
Qualified as Duty Operations Officer.
Qualified as CMS Custodian
Qualified as Quality Assurance Supervisor
Qualified as Database Manager
Education/Training
Florida State College – Jacksonville, FL
Associates of Computer Support Systems 05/2018
DeVry University – Jacksonville, FL
Bachelors of Science Information System Graduation date 2/2011
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