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Technical Support Microsoft Office

Georgia, United States
February 16, 2018

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Donald B. Ivory



Currently Completing Linux LFCSA

A +, Network +, CCNA Certified


Highly intelligent, dedicated, and under control IT professional.

Consistently completes task on time as a recognized team player.

Troubleshoots efficiently resolving any issues, exceeding challenging goals and objectives.

Strong comprehensive knowledge of systems integration and technical support which encompasses vast experience in a wide array of operating systems, networks, and programming applications.

Technical background that reflects a strong experience with OS systems, computers, and a variety of PC’s with also acquired valuable knowledge of leading communications technologies such as TCP/IP and the internet.

Has demonstrated an ability to perform multiple support tasks simultaneously while remaining focused on my primary goal of design and development.


Diagnosed, incoming e-mails/tickets and phone calls.

Lease Line Permissions. Installs, Router Configuration.

Remote Desktop, Troubleshoot laptops PC’s, TV’s and Email problems.


Operating Systems: Windows All Platforms, Mac OS All Platforms, Unix/Linux

Applications: Microsoft Office, Mapping Printers, Lotus Notes, Knowledge Base, Outlook, Remedy, Wireless Network, Type 60 WPM, Active Directory, DOS Command, Track-It, TCP/IP

Hardware: Cisco Switch, Cisco Router, Imaging Ghost, HP Printers, VOIP/FTTP, DSL/ISDN


Oakland Community College 2 years - Liberal Arts Farmington Hills, MI

Kettering High School – Graduated Diploma


Advance Repair Comcast Xfinity Tier II Technician

Resolve Internet Gateway connectivity issues.

Wifi connectivity resolution including password and connectivity concerns.

Resolve port issue involving Xbox, Playstation, Wifi Printer Connectivity.

Router Firewall configuration

SageNet 7/15-6/16

Tier II Technician

Maintenance of Circle K Gas Stations Cisco Routers/Switches

Testing, setup and deployment of Servers and Workstations, Routers, Switches, Firewalls, VPN, Data storage, email, ERP systems, CAD, Citrix and specialized in-house configurations

Microsoft Office, OS upgrades, patch deployment, intranet, email and internet security

Systems: Windows, Cisco Systems

Networking: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, -- -DNS, UDP, Latency, VoIP,

Installation, defining, documenting, and enforcing system standards

Install all new hardware, systems, and software for networks.

Install, configure, maintain network services, equipment and devices.

Manage all system back-up and restore protocol.

Perform troubleshooting analysis of servers, workstations and associated systems

Monitor all ticket queues for appropriate ticket status, update status if necessary.

NCR, Peachtree City, GA 9/11-6/15

USPS Tier II Technician

Provide USPS POS Point of Sale Technical support to USPS via phone. Remedy ticketing via CISCO IP Phone.

Responsible for escalations (why and to which group) root cause resolution.

Resolved open cases involving customer inquiries/complaints.

Advanced knowledge in troubleshooting POS hardware/software issue to determine root cause.

POS equipment part replacement (when necessary) after diagnostic, troubleshooting.

TechTeam, Southfield, MI 3/11-9/11

IT Technician

Troubleshot DNS, T1 and T2 Circuit issues.

Setup/Added Active directory user permissions.

Revised customer accounts to terminate or add new employee’s.

Explained billing issues to give customers a clear understanding.

Achieve individual sales goals to meet department objectives.

Documented 30 to 40 trouble tickets in Track-IT/CMS in order to restore sync.

ATT U-Verse 4/08-2/11

Tier II Technician

FTTP, VOIP, Lease Line Permissions, communicate with T1’s, NOC to Fix Problems.

Install all new hardware, systems, and software for networks.

Install, configure, maintain network services, equipment and devices.

Provided diagnostics and troubleshooting of system software issues.

Documented helpdesk tickets/resolution and multi-task on time.

Setup dispatched repairs, IP Provisioning knowledge/experience.

Documented/Update and closed 30 to 40 trouble tickets per day in order to restore service.

Provided switching control/maintenance/surveillance and analysis of FTTP, VOIP.

TekConnect 3/06-10/07

Laptop & Desktop Field Technician

Assisted end users onsite with LAN setup and implementation.

Documented, updated and closed 15 to 20 trouble tickets per day.

Provided technical service for teachers and students at 4 middle schools.

Oakland Com Col, 1/04-8/04

Network Administrator

Spyware removal and Antivirus Installation.

Resolved support issues to achieve a high level of customer service.

In charge of shipping and receiving, storage of new Dell Desktops.

Upgraded/Migrated Campus Systems.

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