Michael Glover

**** *** **** ***** ** Atlanta, Georgia. 30349. ac4jsw@r.postjobfree.com. 678-***-****

SUMMARY Enthusiastic Information Technology professional with excellent customer service and technical support skills as well as leadership abilities.

Platforms: Microsoft Windows XP, 7, 8, 10, Server 12R, Linux, Netware, Cisco IOS

Software: Microsoft Office, VM Ware, Lotus Notes, Remedy, Heat, Symantec Ghost Suite, Citrix

What’s Up Gold, Point Click Care, SharePoint, VNC, Turbo-Meeting.

Hardware: Cables, Computers, Laptops, Mobile Devices, Servers, Printers, Switches

Education: Herzing University, Associate of Science Information Technology 2017

PROFESSIONAL EXPERIENCE:

Prime Care Technologies. Duluth, GA 2016-2017

Pc Support Analyst I

Provided level I, II support to 100 healthcare organizations regarding the day-to-day usage and troubleshooting of desktops, laptops, kiosk, printers, and servers, utilized active directory services to perform server administration in a Citrix environment to include adding and removing users and devices, assigning permissions to users, groups, password resets and remote support monitoring.

Troubleshoot, resolved and documented accurately diagnosed, and escalate issues to departmental subject matters.

Configured, installed applications on mobile devices, and related organizational assets. trained personal in the use of organizational standards in accordance to HIPPA compliance.

United States Army (Retired) 1998-2012

Automated Logistics Specialist

Charged with the training, professional development and welfare of 4 soldiers. Served as the Automated Logistics NCOIC dealing with the coordination and consolidation of the classes of supply items; turns in excess parts and procurement classes of supply; compiles equipment readiness reports; established and maintained operations records; responsible for tracking and maintaining records for over 2000 lines of equipment. Specializing in unit level Maintenance Administrative data entry using the Standard Army Maintenance System Enhanced (SAMSE), Standard Army Retail Supply Systems computers (SARSS). Provided technical support on all systems to include installations, break-fix and third-party vendor support.

Comsys IT Services, Atlanta, GA. 2003-2004

IT Consultant

Participated in an Information Technology Services projects providing IT support to include helpdesk, field services desktop and network support.

Worked in a team environment to ensure a ninety percent resolution rate of all technical support issues.

Assisted in the rollout of new systems as well as upgrades of platforms and applications, procured maintained and manage information technology assets.

Global Enterprise Acquisition Corporation, Atlanta, GA. 1999-2002

IT Support Specialist

Responsible for providing first level support of the local area network and its resources utilizing call tracking system to possess, troubleshoot, resolve or escalate issues in regard to connectivity, applications and hardware malfunctions.

Contributed to the organizations management of assets, assigned, installed and configured systems according to enterprise and departmental standards.

Employed active directory services to add, remove, assign, change, and edit passwords, user permissions and group policies within the domain. Perform test analysis of newly developed applications and documented technical resolutions using knowledge management applications.

Performed cable management and assisted in telecommunication installations. Served as liaison to third party vendors in regard to preventive maintenance and services of technology assets.

National Data Corporation, Atlanta, GA. 1997-1999 1997-1999

Helpdesk Analyst I

Provide helpdesk support to end-users of proprietary software, answer questions about product features and resolve use problems, documented all issues and generated reports detailing common problems and error trends.

Escalate service questions to appropriate client representatives. Filled in for in-house IT services as needed, installed new desktop systems for developers, project managers, and quality assurance team members.

Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems.

Maintained up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients.