Customer Service Microsoft Office
Resume:
Bernard Cole
Chicago IL
**********@*****.***
Technology Summary
Platforms: Windows XP/VISTA/7/8/8.1/10, Windows Server 2008R2-2016, VMware ESXi
Applications: Microsoft Office Suite, Norton Anti-Virus, McAfee Anti-Virus, Avast Anti-Virus, Lync, Cisco Jabber, ServiceNow IT Service Management System, SharePoint, JRE, Adobe Reader, Remote Desktop, Widows Remote Assistance, RC Vista
Telephony: VOIP, Cisco Unified Call Manager/Telepresence, Avaya, BlackBerry, Apple/Android devices
Understanding of Active Directory and Group Policy
Work Experience
Burwood Group: Chicago, IL
January 2016 – December 2017
Tier 2 Managed Services Engineer/System Administrator
(Promoted in June 2016 from hybrid role of Associate Support Consultant)
Created and maintained images through Citrix PVS
Managed Hyper-V/VMware virtual environments internally and for clients
Updated and maintained XenServer environments
Maintained Exchange Server internally
Microsoft Office 365 Admin
Managed Active Directory and GPO; Citrix XenMobile; CUCM
Configured network switches
Created and deployed updates and applications through SCCM
Managed Citrix NetScaler including configuration changes and upgrades
Installed new and rebuilt servers internally and for clients
Provided end user support internally
Created and deployed images for all new hires
Performed daily backup operations, ensuring all required file systems and system data were successfully backed up to the appropriate media and maintained appropriately
Monitored OS and software patching and upgrades on a regular basis and upgraded administrative tools and utilities as needed
Performed troubleshooting to diagnose hardware/software/network issues
Updated and closed tickets accordingly using ServiceNow
Trained a replacement system admin before transitioning to client-only work
Recognition: MVP award for Outstanding Client Care – June 2017
Hewlett Packard: Pontiac, MI
December 2014 – January 2016
Second Level Support/Remote Desktop Management
(Promoted in June 2015 from Lead First Level Support/Remote Desktop Analyst)
Performed first level remote assistance for the Global Shell Service Desk, which supports Royal Dutch Shell
Provided remote desktop support via telephone and chat
Performed registry changes
Held administrative privileges
Performed troubleshooting to diagnose hardware/software/network issues
Dispatched tickets accordingly using ticketing software
Trained new employees to perform Level One troubleshooting
Became a Mentor in March 2015
Received 22 positive feedback reviews from customers throughout the month of March, highest for this role
Recognition: Award for “Providing Outstanding IT Services and Operations for Shell” received in March 2015 from VP of IT Services and Operations
MedImpact: Belleville, MI
June 2014 – September 2014
Customer Service Representative/Pharmacy Technician
Placed outbound calls and received inbound calls through a call queue
Assisted callers in trouble-shooting system and software issues
Accurate call handling for first call resolution
Average talk time under 5min and exceeded adherence requirements of 95%
Education
Oakland County Community College
Relevant Coursework: SQL, Technical Writing
Michigan Technological University
Relevant Coursework: JAVA
Member of TV Production Club
Member of MTU Railroad Engineering and Activities Club
Certifications
MTA- Microsoft Technology Associate (2017)
References Available Upon Request
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