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IT Support Analyst

Cleveland, Ohio, United States
January 10, 2018

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Michael Davis

**** ******** **. ***. **** 216-***-****

Mayfield Heights, Ohio 44124

Career Objective

I am seeking a network infrastructure or related position with a growing company where I can utilize and grow my skills and experience.

Computer, Networking & Related Experience

Installation and setup of various network operating systems including Windows 7, Windows 8.1, Window 10, Linux and Windows Server 2008 R2

Administration of Windows Server 2008, Active Directory, Office 365, Verizon mobile devices, & ShoreTel

Utilize, configure, install, & troubleshoot computer software such as Microsoft Windows, Microsoft Office 2010, 2013, & 2016

Setup and troubleshooting of IOS & Android devices

Installation and troubleshooting of IP Phones in a VOIP environment

Troubleshooting hardware and software in network environments

Able to upgrade PC’s to Windows 7, Windows 8, & Window 10.

Possess excellent customer service skills and ability to communicate

Works efficiently in both an independent and team environment


ITT Technical Institute, Warrensville Heights, Ohio

Associate of Applied Science in Computer Network Systems

GPA-3.94 * Recipient of Multiple Honors Awards

Member of National Honor Society for Information Technology Professionals

ITT Technical Institute, Strongsville, Ohio

Bachelor of Science in Information Systems and Cyber Security

Professional Experience

Great Lakes Petroleum Cleveland, Ohio

IT Support 5/2017 - 12/2017

Provide helpdesk support and solve end resolve problems to the end user's satisfaction

Monitor and respond quickly and effectively to request received through the helpdesk

Modify configurations, utilities, software default settings, for the local workstation

Utilize and maintain the helpdesk tracking software

Document internal procedures

Assist with onboarding of new users

Ensure each workstation has a computer, monitor, keyboard, mouse, and any additional specialized equipment

Maintain inventory of all equipment, software, and software licenses

Manage pc setup and deployment for new employees using standard hardware, images, and software

Assign user's and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

Performed Office 365 Administration, maintenance, and troubleshooting

Performed a daily health check of key Infrastructure resources including server disk space, the firewall, VLANs, Azure backups, & Veem backups

Troubleshooting and repair of Azure synchronization issues.

Performed ShoreTel Administration, maintenance and troubleshooting

Performed Verizon Administration, installation, and troubleshooting of mobile devices

Onboard Engineering Valley View, Ohio

Infrastructure Technician 7/2012 – 5/2017

•Answers end user's questions regarding procedures, standards, and status from an infrastructure perspective.

•Responsible for gathering, compiling, and synthesizing information with regard to infrastructure processes or systems.

•Duties include Operating system installation, Desktop administration, backup tape management, hardware and software troubleshooting, imaging and reimaging of computers, creating customer support tickets using BMC Remedy User, planning and participating in site upgrade projects

Onboard Engineering Valley View, Ohio

Laborer 4/2011 – 7/2012

•Assist in the training of new contractors

• Duties include trimming liners with lathe, pinning & rolling liners into parts, cutting & stamping out liners, sandblasting parts to remove resin, etching parts, and documenting all personal production

Joslyn Hi-Voltage Cleveland, Ohio

Mechanical Assembler 6/2005-12/2010

•Supervised a staff of 5 employees to maintain daily operations

•Duties include painting insulators, standardizing bottles, dropping bottles, crimping terminals, casting switches, building mechanism, performing test, setting up cycler, HI potting switches, cleaning the finished product, troubleshooting and packing for shipping

•Building Trimods, operating foam machine

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