Desktop Support Customer Service
Resume:
Michael J. Stewart
Galloway, OH
43119
********@*****.***
Areas of Expertise:
Systems Administration
Call Center
Thin Client Methodologies
Troubleshooting and Issue Resolution
End User Training & Support
Technical Proficiencies:
Platforms: Windows XP/Vista, Sever 2003, UNIX, Mac OS,
OS/2.
Hardware: Dell, Fujitsu Laptops and Servers, iMac, Printers,
Ricoh and HP Multi Function Printers, Scanners,
Digital Projectors.
Applications: Clarify eFront Office, Actuate, Primus, Microsoft
Office, Citrix Metaframe, Oracle 9. 11i, T.O.A.D.,
Trend Micro OfficeScan, Sales Logix, Veritas,
Peregrine Service Center and Siebel/New Scale,
Microsoft Netmeeting, Webex, Active Directory,
Token VPN, Microsoft VPN Client,
Windows Messenger 5.1, Outlook, Lotus Notes
Professional Experience
Micro Center
09/2011 - Present
Provided technical support to customers who purchased items from Micro Center such as computers, routers, etc…
Published specifications for Micro Center products on the Micro Center web site.
AT&T - Customer Service Rep
02/2010 – 09/2011
Answer customer calls regarding billing, account modification, and corrections. Followed specific outlined policies and procedures regarding accounts, customer information, and escalation procedures.
Fujitsu Computer Systems - Systems Network Administrator
06/1998 – 08/2008
Systems Administration:
Citrix: Administration of Metaframe 1.8, 3 and 4.. Built Test and Production environments for Windows Server 2003 environment. Applied Operating System patches on a monthly schedule and co-coordinating the patching as to minimize impact to the end users.
Enterprise Application Support including all business critical systems and applications like Actuate, Clarify, Primus, Citrix, as well as legacy systems and applications. Responded to issues via a call tracking system ensuring SLA’s were met.
Call Center: Monitored several incoming Help-desk phone lines to triage and route tickets appropriately. I also re-assigned tickets originally routed to the incorrect team(s).
Actuate: Moved report executables to the server. Archived old reports per dept. requirements. Maintained user id’s and permissions. Recycled server processes as necessary. Upgraded end user application levels as needed.
Windows Messenger 5.1: This is the tool used to communicate within the organization as well as whiteboard sharing to share ideas for meeting purposes. Administered users in L.D.A.P. providing access and permission restrictions.
Clarify: Maintained user privilege classes. Resolved user issues and provided training when appropriate.
Oracle/SQL: Wrote SQL statements as needed to run queries, update user information in Clarify.
Creation of Support documents for system administration and incident resolution in order to provide a solutions db for other support staff and end users.
Participated on a team for the Y2K remediation project by documenting the systems and changes put in place. Keeping track of bug reporting and making sure the developers were handed the bug issues.
Assisted with Desktop Support issues associated with supported enterprise applications.
Desktop Support – IBM
10/1997 – 06/1998
General Desktop support for Windows 95/NT and OS/2 including setting up machines on the network. Installing hardware and software. Building Multi-Boot machines.
Assisted with migration from VM mail system to Lotus Notes.
Education – Associate Computer Technology
Computer Learning Center
San Jose, CA
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