Help desk, tier 1-2, desktop support, data center mgmt
Resume:
MICHAEL GALLAGHER
**** ***** ***, ************, ** 19111
************@*******.***
PROFESSIONAL IT SPECIALIST IN DESKTOP SUPPORT, HELP DESK AND ADMINISTRATION
Self-Motivated individual with 15 years of Extensive and Diverse IT Technical Support and Administration Experience in multiple levels of IT that include Help Desk, Desktop Support, System Administration & Networking. Professional Technical Problem Solver and Multitasker with excellent ability to adapt in fast paced environments. Experienced & Skilled in Multitasking, Prioritizing and completing tasks in a timely manner. Commended multiple times for my enthusiasm in giving Friendly, Top Quality Customer Service. Ability to work and thrive Independently or in a Team Oriented Work Environment. Provide dedication, vision and leadership in day to day IT operations.
WORK EXPERIENCE
IS Implementation & Support Tech
Children's Hospital of Philadelphia - Philadelphia, PA - February 2017 to Present
●Planned and implemented the relocation of departments within CHIOP's organization
●Responsible for having all departments computers/Laptops and all related equipment relocated and setup
● Running and activating/deactivating network ports
●Diagnosing and determining equipment to be decommissioned and repairing PC's/Laptops & Devices to reuse
●Backups of Users Profiles & Data, Imaging of PC's and Laptops
●Windows, Mac OS, Linux
●EPIC Medical Systems Support
Freelancer / PC & Electronics Refurbish Sales 1/1/16 to Current
●Home and Small Office computer equipment setup and repair
●IT Support Freelancer through online sites…. Freelancer.com, Thumbtack, Craigslist & Referral Business
●PC’s, Laptops, printers, POS Equipment, Home and Small Office Network Setup and Support
●Purchase Wholesale Computer Equipment Lots auctioned from retailers and Government (Best Buy, Wallmart, GovDeals, etc). I then refurbish the equipnment.and resell through online auctions & classifieds such as Ebay and Craigslist.
● Fixed PC’s / Laptops and other related peripherals at local Computer Repair Shop (GSI Tech) when owner needed extra help
Archdiocese of Philadelphia (Kelly Services Contractor) – Philadelphia, PA
Technical Support Specialist 6/04/14 to 12/31/15
●Headed Help Desk phone support for Main Center City Building and 100+ Off Site Locations
●Supported and Maintained day to day PC/Laptop Software, hardware and Connectivity Issues over the phone or Remote Desktop Connection
●Determined issues that would need a onsite tech to be needed and assigned to have go out to remote site
●Made aware of any network outages, handled communication between users to Network Tech, monitored solutions and reported all info into Ticketing system
●Determined Computer, Laptop and Printer replacement and created the replacement request
●Supported Windows XP, 7 Pro & 10 OS. Mobile OS Android and iOS for Tablets and Phones
●Active Directory, Exchange, MS Server 2003, 2012
●TrackIt Ticket Managing Software, SOPHOS Endpoint Antivirus
PepBoys (InSightGlobal), Linux System Upgrades Feb 2014 – April 2014
●Upload and Install Upgrades to Linux OS via Putty for Nation Wide Rollout of PepBoys Chain Stores.
●Migrate New VMWARE ESXi VMA (Application) & VMB (Database) Servers.
●Migrate and install Patches to approximately 6 stores on a daily basis while stores are closed
●Run series of test of completed upgraded Store Servers via Pep Boy’s GUI software
●Document and Log all updates and tests.
TBS Industries, Technical Associate Jan 2012 – Nov 2013
●Imported IT equipment from corporations to be refurbished and/or recycled
●Supported/Installed Windows 7/XP
●Refurbished equipment to be sold online
●Type of equipment that I refurbished were PC’s, laptops, printers, plotters, switches, routers, projectors, video surveillance, servers, Phones and Conference systems, wireless access points and routers, tape drives (LTO & DLT)
●Tested variety of components for resale
●Memory, CPU’s, Cisco Interface Cards, Fiber Channel, SCSI Raid, Graphics and Audio, wireless, JetDirect, Ethernet, PCI, PCIe, Power Supplies
●Worked on many vendors such as HP/Compaq, IBM/Lenovo, Gateway, Apple, Panasonic, Dell, Cisco, Foundry, Quantum, Nortel, Adtran, Sonicwall, Storagetek, Polycom, Avaya, Blackberry, etc
Technology Services LLC, Technical Support Tech – Contractor 2008-2009
●On Site Hardware diagnosis, repair and/or replacement
●Called to sites to diagnosis and repair problems
●Hard Drives, RAM, CPU, Video Card, Audio, CAT 5 Cable, Replace MotherBoards, Fans, Power Supplies, Laptop Components
NCO, Help Desk Specialist (Contract Position) Apr 08 - June 08
●Call Center Support for all IT support related issues
●Handled 30 -50 Help Desk calls daily
●Support of local offices and all supported companies (Sprint, T-Mobile, SST, OSI, etc)
●Handled the escalation and follow ups of problems to the proper support depts.
●Support multiple Windows Platforms, Linux, Citrix, VPN, RA, etc
●Worked with both TrackIT and REMEDY ticketing software
ALFRED ANGELO, Tier 2 IT Support Feb 08 – April 08
●Local and Remote offices Help Desk Support
●Tech support for all Alfred Angelo stores
●Supported all Tech related problems, Network Connectivity, AS400, Supported Technicians for new store setups
●Assisted Tech with ISP (Cyberia) network setup and support for all Alfred Angelo stores
●BlackBerry Support
●Installs included Neowares, PC’s, printers, routers, hubs, timeclocks, etc
●Magic Ticketing System
SDI, Systems Administrator Feb 07 - Jan 08
●Supported, Maintained, and troubleshot Windows 9/2000/XP/NT4.0/2003 Server/ Active Directory/Exchange, etc
●Executive Support
●Provided user and network support, Remote support via Remote Connection, NetMeeting and WebEx
●Diagnosed and fixed hardware and software issues for Desktops, Laptops, Servers, Printers and Copiers
●Disaster Recovery
●Setup and configured PC’s and Laptops….including updates, network, VPN, security, etc
●Created/Installed Images, Interactive and Manual Backups, Disaster Recovery
●Provided Customer Services and educated users on use of equipment and software
●Worked with multiple 3rd party vendors to setup, maintain and upgrade their software and hardware on our networks
●BlackBerry and PDA setup and support. In charge of all outgoing and incoming phones and activity
●MAGIC Ticket Management System
CAPMARK FINANCIAL, Systems Analyst June 01 – Oct 06
●Supported and Maintained McCracken Financial Software on a AS400 Platform
●Tier 2 Help Desk Support
●Help Desk Call Center Support
●Company Wide Software Rollouts and BETA Testing such as Windows XP, Strategy CS, etc
●PC imaging via Ghost
●AS400 Disaster Recovery
●Implemented and Maintained AS400/GUI software
●Data reports and spreadsheets using AS400 query and SQL
●Supported and maintained daily Data Integrations from AS400 to SQL via DATAMIRROR
●MicroStrategy Reporting System
●IncidentMonitor Ticket Management System
EDUCATION
Cardinal Doughtery HS Diploma, 1994-1998
Bloomsberg & Community College of Phila, 1999-2001
CERTIFICATIONS
A+, MCP, MCSE
TECHNICAL SKILLS
Windows XP thru 10,Windows NT – 2012, MAC OS, LINUX, AS400, DOS, Android, iOS, Blackberry, MS Office 98 – 2013, MS Windows Admin Tools & Programs, Active Directory, Exchange, Sharepoint, Remote Support, Virus & Malware Software, Backup and Disaster Management, Departmental Vender Software, VMWare & Virtualization, Project Management, PC/Laptop Imaging & Deployment, TCP/IP, Hardware & Software Support, System Wide Rollouts & Upgrade
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