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Active Directory Desktop Support

Novi, Michigan, United States
August 24, 2018

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Michael J. Eischen

**** ******** **** 248-***-****

Wixom, Michigan 48393


First Call Resolution; Total Customer Satisfaction; Invoke proper Support Mechanism

Network Administrator with extensive background and experience in the field of end user hardware and software support. Strong understanding of the roles and knowledge required to ensure issues are promptly resolved. Broad software and hardware knowledge which allows identification of the issue at hand and ability to determine best method for resolution.

Software experience includes: Microsoft Windows (10, 7, Vista, XP and 2000), Microsoft Office (2016, 2010, 2007 and 2003) and Active Directory.

Hardware experience includes: HP and Dell computers/printers as well as iOS and Android based mobile devices. Also proficient in network configuration and maintenance.

Process and detail-oriented individual who is highly organized, with a proven ability to:

•Identify and implement cost saving ideas.

•Identify inefficient components and processes and work toward elimination or modification of these items to better serve business needs.

•Resolve user or hardware issues quickly and efficiently.

•Troubleshoot hardware issues and determine best resolution.


NGK Spark Plugs (U.S.A.), Inc. 2011-2018

NETWORK ADMINISTRATOR, (May 2013-August 2018)

•Maintained network by performing monitoring, analysis, and updates. Performed troubleshooting of network problems; escalating problems to level 2 support or vendors when necessary.

•Prepared users by conducting training programs and providing documentation and support.

•Responsible for data security using hybrid system (Unitrends) including cloud and on-premise appliances.

•Lead conference room technology transformation to prepare room to be compatible with Skype for Business.

•Worked with local vendors on office remodel project. Responsible for all network cabling changes/upgrades.

•Performed wireless projection upgrade in conference rooms using Airtame product. Maintained previous system (LiteShow) when hardware/software updates were required.

•Travelled to remote company locations to provide support for systems and users.

IT OPERATIONS SPECIALIST II, (September 2011-May 2013)

•Provided first-call resolutions for desktop hardware and software issues. Supported internal and external users at various company locations.

•Tracked issues and requests using ManageEngine software.

•Responsible for installation, configuration and maintenance of new Cisco VOIP phone system – incl. Call Manager (CUCM), Unity Connection (Voicemail) & Finesse (Contact Center) modules.

•Deployed and imaged new hardware as needed to support product lifecycle.

•Grant, remove and audit access to resources using Microsoft Active Directory.

Adecco Engineering and Technical Staffing 2010-2011

COURSE OPERATIONS SPEC., Oakland Community College (February 2011- July 2011)

Worked at Auburn Hills campus in the IT department as part of the Academic Technologies Group.

Created web-based course management software sites used with online and face-to-face courses.

Used Blackboard and Educator software packages.

DESKTOP SUPPORT SPEC., Oakland Community College, (August 2010 – February 2011)

Worked on college campus and in district office environment supporting end users.

Resolve end user issues with software and hardware.

Received help requests via phone calls and proprietary ticketing system (Intuit Track-It)

Hewlett-Packard Enterprise Services (formerly Electronic Data Systems) 2000-2010

INFRASTRUCTURE ANALYST, Penske Corporation, (May 2006-July 2010)

Worked in a call center environment to ensure proper call response and issue handling in accordance with business requirement.

•Assisted with daily operations and in-person support in a call center environment.

Received incoming calls from external automotive dealerships and resolved all computer and Blackberry related issues.

•Interacted with other support team members for issues that required escalated knowledge or permissions.

MANUFACTURING SUPPORT OPERATIONS, Detroit Diesel Corporation (June 2005 – May 2006)

Supported technical processes related to engine production assembly lines.

•Responsible for maintaining assembly line processes,

•Ensure production line reporting system was functioning at all times.

•Monitored production systems for outages and ensured such outages were minimized.


Bachelor of Science – Computer Information Systems (January 2003)

Walsh College, Troy, MI

Associates Degree - Business Administration (June 2001)

Oakland Community College, Farmington Hills, MI






Microsoft Exchange

Active Directory


•Working knowledge of LAN, WAN and WLAN technologies and connectivity.

•Strong knowledge and expertise in computer operating systems (Windows).

•Experience with networking and communication protocols.

•ALICE (Active Shooter Response Training) – Certified Instructor


Director, St. William Dads’ Club Golf Outing (2008 – 2011)

Treasurer, St. Mary’s Preparatory Moms and Dads Club (2014-2018)

Treasurer, Hillsborugh Homeowners Association (2018 – present)

Little League Baseball Umpire – Lakes Area Athletics (2017 – present)

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