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Technical Support

Location:
Reading, PA
Posted:
October 15, 2018

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Resume:

MICHAEL A. MORRIS

* ****** *****

Cell - 484-***-**** Reading, PA 19605 ac7d42@r.postjobfree.com

Professional Summary

Senior Information Technology\Customer Service Professional with extensive experience in academic, corporate, financial, health system technology, and administrative and business systems. Overall experience includes corporate, financial, health and academic environments. User focused with a reputation for developing exceptional and quality customer service and software training satisfaction.

Professional Experience

Technical Support Analyst - Level 1 & 2

Montgomery Medical Equipment (QMES), Oaks, PA October 2014-Present

Provide technical support to internal/external users on a variety of software/hardware technologies.

Responsible for analyzing and resolving level 1 and 2 support problems received from clients

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible to deliver excellent customer service while providing PC support and installation

Responsible for the processes of onboarding and off boarding employees

Mobile Device Management: smartphones, iPads and Tablets

Operating System: Windows XP, 7 and 10 in a Windows environment

Remote tools: GoToAssist, TeamViewer, Skype and Remote Desktop connectivity

Application Support:MS Office 7, 10, 13, 365, OneDrive, Visio, Imanage, Relixfax, Adobe Writer

Perform adds, moves, changes and setups for Broadview/NexaComm VoIP phone systems

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Conference Room: basic setup and support for audio, video, and video conference needs

Image Software: Windows Deployment Services (WDS)

Ticket System: Spiceworks

Track and update tickets as well as maintain computer and technology equipment database

Encryption Tools: Veracrypt and BitLocker

Interact with vendor support contacts to resolve technical problems

Provide remote and deskside technical support for other regional offices as needed

Works with procurement staff to purchase IT hardware/software supplies and equipment

Computer deployment, research issues, recommend solutions, and end-user training

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Technology Support Specialist - Level 1 & 2

Arcadia University, Glenside, PA February 2012-September 2014

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for analyzing and resolving level 1 and 2 support problems received from clients

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Provide remote technical support for software installation and troubleshooting/resolution

Responsible for the processes of onboarding and off boarding employees

Operating System: Windows XP, 7 and Macintosh in a Windows environment

Install/configure Symantec/MacAfee anti-virus protection software on new and existing PCs

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Responsible to deliver excellent customer service while providing PC support and installation

Computer deployment, research issues, recommend solutions, and end-user training

Tracking Ticket System: Footprints, Zendesk

Track and update tickets as well as maintain computer and technology equipment

Visit other regional offices to provide desktop technical support as needed

Application Support: MS Office 7,10,13, Visio, QuickBooks accounting and Adobe Writer

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Remote tools: LogMeIn, GoToAssist, Skype and Remote Desktop connectivity

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

IT Support Specialist - Level 1 & 2

Airgas Inc., Radnor, PA November 2005-February 2012

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for analyzing and resolving level 1 and 2 support problems received from clients

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Provide remote technical support for software installation and troubleshooting/resolution

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Responsible to deliver excellent customer service while providing PC support and installation

Computer deployment, research issues, recommend solutions, and end-user training

Responsible for the processes of onboarding and off boarding employees

Mobile Devices Management: smartphones, iPads, and Tablets

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Operating Systems: Windows XP/, Vista, and 7 in a Windows environment

Application Support: MS Office 7, 10, 13, Visio, Hyperion accounting, UPS and Adobe Writer

Imaging Software: Symantec Ghost

Remote tools: Net meeting, PC Anywhere, UltraVNC and Remote Desktop connectivity

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Tracking Ticket System: Altiris

Track and update tickets as well as maintain computer and technology equipment

Visit other regional offices to provide desktop technical support as needed

Works with procurement staff to purchase IT hardware/software supplies and equipment

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Supervised and coordinated corporate-wide Dell Batteries Recall for all laptops

Senior Help Desk\Desktop-LAN Support Analyst

Fleet Credit Card/Bank of America, Horsham, PA August 2000-November 2005

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible to deliver excellent customer service while providing PC support and installation

Responsible for the processes of onboarding and off boarding employees

Computer deployment, research issues, recommend solutions, and end-user training

Remote tools: Net meeting, UltraVNC and Remote Desktop connectivity

Operating Systems: Windows NT, 2000, and XP in a Windows environment

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Application Support: MS Office XP and 2003, PeopleSoft accounting and UPS World Ship

Tracking Ticket System: Remedy

Track and update tickets as well as maintain computer and technology equipment

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Supervised and coordinated company-wide testing and implementation of “Small Wonder” (a Windows NT4.0 tool) to company-wide Administrators

Create database for NT profiles, which enable a higher level of security for Administration

Created and maintained a company-wide Re-certification process that enabled a higher level of security for Administration

Senior Desktop\Helpdesk Analyst - Level 1 & 2

Personnel Data Systems, Blue Bell, PA August 1998-July 2000

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible to deliver excellent customer service while providing PC support and installation

Responsible for the processes of onboarding and off boarding employees

Operating Systems: Windows 95 and NT in a Windows environment

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Application Support: MS Office XP, 2003, Visio, Peachtree accounting, UPS and Adobe Writer

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Tracking Ticket System: Remedy

Track and update tickets as well as maintain computer and technology equipment

Computer deployment, research issues, recommend solutions, and end-user training

Works with procurement staff to purchase IT hardware/software supplies and equipment

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Supervised a task team during a company-wide rollout and implementation of

Windows 98 and MacAfee anti-virus protection

Project lead: implementation of company-wide Y2K project

Established a new Procurement System for IT software\hardware, which resulted in a Company

Wide savings of 20-30% and establishing vendor relationships

Lead Desktop\Network Support Analyst - Level 1 & 2

Allegheny/Hahneman Hospitals, Philadelphia, PA December 1996-August 1998

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible for the processes of onboarding and off boarding employees

Track and update tickets as well as maintain computer and technology equipment

Computer deployment, research issues, recommend solutions, and end-user training

Operating Systems: Windows 95 and NT in a Windows environment

Application Support: MS Office XP, 2003, Visio, Crystal reports accounting and Adobe Writer

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Supervised a task team during a company-wide rollout and implementation of Windows 95 and 98, Internet Explorer, and Netscape browsers to 3000 end-users

Charged with responsibilities of special projects implementing and on-going support for all aspects of data related needs

Lead Desktop\Network Specialist – Level 1 & 2 JVC Technologies Inc., Plymouth Meeting, PA August 1996-December 1996

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support

Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners

Track and update tickets as well as maintain computer and technology equipment

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible to deliver excellent customer service while providing PC support and installation

Operating Systems: Windows 95 and NT in a Windows environment

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Application Support: Microsoft Office XP, 7 suite and UPS World Ship

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Computer deployment, research issues, recommend solutions, and end-user training

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Supervised and coordinated company-wide rollout\installation and implementation of Windows 95 and GroupWise Email to 5,000 end-users

Desktop\Network Support Specialist - Level 1 & 2

Clinitec International Inc., Horsham, PA July 1995-August 1996

Provide technical support to internal/external users of computer software/hardware technologies.

Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support

Install, configure, troubleshoot and maintain desktops/laptops, printers and copiers

Track and update tickets as well as maintain computer and technology equipment

Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals

Provide remote technical support for software installation and troubleshooting/resolution

Responsible to deliver excellent customer service while providing PC support and installation

Computer deployment, research issues, recommend solutions, and end-user training

Work both independently and in a team environment

Operating Systems: Windows 95 and NT in a Windows environment

Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity

Application Support: Microsoft Office XP, 2003 suite, NextGen and UPS World Ship

Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes

Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment

Major accomplishments:

Coordinated company-wide rollout\installation and implementation of Microsoft Windows 95 and MS-Email to 500 users

Education, Credentials

Upper Moreland High School Diploma Willow Grove, PA

Bucks County Community College Information Computer Technology

Eastern Center for Arts and Technology Diploma Willow Grove, PA

Technical Courses

Compu-Tutor, Inc. Training Center Microsoft Advanced Access 97 - Certificate

Compu-Tutor, Inc. Training Center UNIX Fundamentals - Certificate

Berkeley Technology Training Center Microsoft Windows 2000 Network & Operating System Essentials-Certificate

New Horizons, Training Center Microsoft Exchange - Certificate

New Horizons, Training Center Server Administration 2007 - Certificate,

New Horizons, Training Center Microsoft Windows 7 - Certificate

Professional References: Up on request.



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