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Microsoft Office Manager

Location:
Smyrna, Georgia, United States
Salary:
$18.00 Hourly
Posted:
May 28, 2018

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Resume:

MICHAEL ANGELO BETHEA

770-***-**** Atlanta, Georgia ac5nbe@r.postjobfree.com

Desktop Support / Helpdesk Support Technician / Trainer seeks the opportunity to help your organization enhance end-user computer functionality and proficiency by demonstrating competence in:

Participating in CompTIA A+, PluralSite, and Train Signal technical training.

Solid experience with MS Office products (MOUS Certified in Outlook, PowerPoint and Word).

Strong internet support experience, to include wired and Wi-Fi trouble shooting skills and remote support.

Windows (all versions), some Active Directory experience in networked, corporate environments.

Workstation, Laptop, Printer, Projector, Network troubleshooting, installation, and configuration

Skilled trainer and desktop publisher. Have trained groups of up to 50 and hosted Citrix (WebEx) seminars.

Conducting training classes at MedTech when A+ Instructor was otherwise unavailable.

PROFESSIONAL EXPERIENCE

Wolters Kluwer, Kennesaw, GA Nov 2017 – Present

Product Support Representative

Assist customers of Wolters Kluwer in using the both the ATX and TaxWise tax preparation software.

Resolving 30-50 incoming customer issues daily and using TeamViewer approximately 20 times daily.

Remotely installing, updating and troubleshooting both the ATX and TaxWise tax preparation software..

Using in-house knowledge base and internet to research and resolve customer issues.

Documenting customer interactions and troubleshooting steps.

Working independently and as a team member when coordinating difficult issues using YouTube, Skype, and HipChat.

Using in-house knowledge base and internet to research and resolve customer issues.

Creating and tracking trouble tickets via SalesForce.

ABB Enterprise Software, Atlanta, GA Apr 2013 – July 2017

Customer Support Specialist / Trainer / Technical Writer

Routed trouble tickets from separate ticketing systems to administrators and resources world wide. Primarily RemedyForce and HPSM.

Project consisted of imaging several shipments of IBM Lenovo ThinkPads and workstations for employee use.

Regularly used team collaboration tools such as TeamViewer, WebEx, SharePoint, and Skype for Business.

Conducted company’s 45 minute “onboarding” orientation for new employees. Created from scratch, this PowerPoint presentation/orientation covers things such as standard software applications, password resets and VPN connections.

Provided various levels of support and administration for over 100 different applications, programs, and tools.

HCTEC, Nashville, TN Mar 2012 – Aug 2012

Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders)

The same as the Vertek Solutions below. Both positions supported Community Health Systems, Franklin, TN.

Amtico International, Dunwoody, GA Jul 2011 – Jan 2012

IT Administrator (Contractor)

Project consisted of imaging several shipments of IBM Lenovo ThinkPads and workstations for employee use.

Maintained McAfee (cloud-based) antivirus updates for 251 workstations.

Maintained awareness of Microsoft and IBM Lenovo updates and trouble shooting procedures.

Architrak.Com, Palm Beach, FL Nov 2010 – Jun 2011

IT Consultant (Remote and On-site)

Workstation installations, hardware upgrades, networking, wireless, LAN/WAN support.

Troubleshooting of operating systems, connectivity, and remote access.

Attended CompTIA A+ / Net+ Certification training and GA Work Ready Certified.

770-***-**** MICHAEL ANGELO BETHEA ac5nbe@r.postjobfree.com

Vertek Solutions, Nashville, TN Mar 2010 – Oct 2010

Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders)

Assisted Project Manager in the deployment of Horizon Physician Portal at two separate facilities.

Scheduled and participated in end-user training, testing, troubleshooting, and post go-live support.

Coordinated with corporate security for the creation of bulk user accounts. Rolled out process to other Analysts.

WellStar Health Systems, Marietta, GA Mar 2007 – Feb 2010

Application Analyst (Horizon Physician Portal and Horizon Patient Folders)

Responded to physicians for extremely difficult Physician Portal remote connection problems.

Provided one-on-one training for physicians and staff of a 700+ bed facility (Kennestone Hospital).

Supervised the construction of a 30 person temporary Help Desk.

Jupiter Medical Center, Jupiter, FL Apr 2004 – Jan 2007

Help Desk Analyst / Application Trainer

Visited over 60 physician offices to install web portal and provide physician and staff training.

Coordinated with Medical Records and other departments to ensure Super Users were sufficiently trained.

Established a checklist to ensure functionality of x-ray image viewer, medical record viewer, and chart deficiencies.

Beanstalk Networks, West Palm Beach, FL Jan 2003 – Jan 2004

Technical Writer

Created a 75 page, illustrated user manual for the corporate web site.

Coordinated with Corporate Counsel to re-write all contracts and legal documents.

Paxson Communications Corporation, West Palm Beach, FL Dec 1999 – Nov 2002

MIS Help Desk Analyst / Corporate Trainer

Installed replacement parts for Dell workstations and IBM ThinkPads.

Created illustrated training material for Microsoft Office applications.

PC Paradise-Caribbean Computer Trading, St. Croix, U.S.V.I. Aug 1995 – Oct 1999

PC Sales Manager/Government Sales Consultant

Ascertained customer needs and provided recommendations for hardware and software purchases.

Refined the quotation process from one day down to 15 minutes.

Hess Oil Virgin Island Corporation, St. Croix, U.S.V.I. Jul 1991 – Mar 1995

Ship Terminal Dispatcher

Verified shore tank and ship cargo calculations of independent inspectors to ensure mathematical accuracy.

Prepared multi-million dollar bills of lading.

America Online Inc., Vienna, VA Jul 1989 – Apr 1991

Customer Support Specialist

Provided technical support for America Online and four other online networks.

Responded to customers on behalf of the management for extremely difficult connection problems.

MILITARY

U. S. Marine Corps, Quantico, VA Jul 1983 – Dec 1989

Administrative Clerk / Computer Operator

Maintained strict adherence to Official Military Personnel and File regulations.

EDUCATION AND CERTIFICATIONS

Graduate - Homer L. Ferguson High School (Newport News, VA)

Graduate - U. S. Marine Corps Basic Training, Admin School, Independent Duty Admin School (Camp Lejeune, NC)

Graduate - U. S. Marine Corps Information Systems Technology Course (New Orleans, LA)

Certified - Microsoft Office User Specialist (Outlook, PowerPoint, and Word 2000)

Passed CompTIA A+ 701 exam 9/11/2012.

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