Customer Service Technician

MICHAEL

MICHAEL C. KROVONTKA

*** **** ***** ****** ******, Ohio 44132

Cell: 216-***-****

E-mail: ****.*********@*****.***

Summary

Summary

A customer service oriented Microsoft Certified Network Technician who is seeking a position where a proven ability

to provide outstanding customer service in a deadline driven and high pressured environment will be needed.

Technical Skills

Operating Systems Microsoft Windows Vista and Windows Server 2003: Installing, Upgrading, Configuring,

Operating Systems:

Maintaining & Optimizing Systems.

Hardware:

Hardware Troubleshooting and support of servers (including Cisco), workstations, routers, switches2, hubs,

firewalls, cat5 cabling, networked and local printers.

Networking:

Networking LAN/WAN, TCP/IP, Active Directory, Group Policy, DNS, DHCP, VPN, RRAS, Wired and Wireless network

setup.

Security:

Security Firewall and Proxy Server configurations, antivirus applications, disaster recovery and remote

management, fault tolerance tools, network hardening, ISA server configuration.

Applications:

Applications Help Desk ticketing software, Citrix, Fedora, Microsoft Office Suite: Excel, PowerPoint & Word. HP

Openview Network monitoring software.

Education

Microsoft Network Technology Program ComputerTraining.com, Cleveland, OH (Graduated 10/2008)

Microsoft Program:

State Accredited, Microsoft Academy highlighting support training of Windows Vista, XP Professional, Windows

Server 2003, Internet Security and Acceleration Server

Certifications

MCTS – Microsoft Certified Technical Specialist – Windows Vista Configuration (70-620)

MCTS

MCP – Microsoft Certified Professional – Managing/Maintaining a Windows Server 2003 Environment (70-290)

MCSA – Microsoft Certified Systems Administrator – Implementing, Managing, Maintaining a Windows Server 2003

Network Infrastructure (70-291)

Work History

Network/Help Desk Technician Trend Consulting Services, Eastlake, OH (2008 – 2009)

Network/Help Technician:

Plan, design, implement, monitor and optimize network installations. Conducts content and progress reviews to

ensure installations meet objectives and ensure reliable, efficient network performance.

Provide remote and onsite help desk support services customized to each client using remote access to dispatch

on-site resources while documenting and tracking client ticket status. Works with HP Open View to monitor

networks, circuits, routers, servers, and firewalls worldwide. Experience with Cisco router commands, and mild

configuration and trouble shooting techniques

Junior Trainer (Internship): ComputerTraining.com, Independence, OH (2008 – 2009)

Junior

Assist Microsoft Certified Trainer with material preparation and classroom network technical support.

Administer, test and support Microsoft practice labs prior to student participation.

Assist students with the setup of multiple parent and child domains on single network.

Configure DHCP, DNS, VPN, and RRAS servers for multiple classroom scenarios.

Configure student accounts in the classroom active directory with proper accessibility to complete labs.

Image classroom hard drives to prepare for next series of Microsoft labs using Ghost multicast software.

Test, troubleshoot and repair classroom computer equipment per instructor request.

Install and configure Windows Vista and Windows Server 2003.

Corporate Trainer:

Corporate Trainer Texas Roadhouse, Willoughby, OH (2004 – present)

Traveled to newly opened store locations and educated all new hires on proper Back of House procedures.

Promoted over 3 times throughout duration of employment, beginning as a Line Cook and worked my way to

Corporate Trainer, due to management’s recognition of strong work ethic and overall dedication to the

organization.

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