Sign in

Customer Service Microsoft Office

Chicago, Illinois, United States
April 19, 2018

Contact this candidate


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%


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


MTA- Microsoft Technology Associate (2017)

References Available Upon Request

Contact this candidate