Support Manager
Resume:
MICHAEL W. STOLL
Wanaque, NJ 07465
accvzv@r.postjobfree.com
OBJECTIVE
Seeking an IT Support position with the opportunity to use my skills to help grow an organization.
SUMMARY
• Extensive experience with Windows XP and Windows 7, and all system diagnostic tools.
• Proficient in Help Desk/desktop support, involving PC's and laptops, network printers and peripheral devices.
• Excellent working knowledge of Microsoft Office 2007/2010 products.
• Demonstrated ability to provide user support by means of remote access tools along with
face to face resolution of client/customer issues.
EXPERIENCE
Valley National Bank – Wayne, NJ 2013-2014
IT Support Specialist
• Network, desktop, field support for a 4,000 user Windows 7 and Windows XP Local and Wide Area Network
throughout New Jersey and New York.
• Configuration, setup and installation of Windows 2008 servers in all bank branches as part of a
Windows 7 upgrade program.
• Part of Executive Support team for main corporate sites in Wayne, NJ and also Penn Plaza site
once a week in New York City.
• Senior member of 6 person corporate network helpdesk.
• Strong experience in administering Microsoft Exchange Server 2003/2008 and Active Directory
• Familiarity with Active Directory infrastructure standard processes and procedures
• Use of support tools such as remote desktop and remote assistance and support.
• Install, configure, test, maintain, monitor and troubleshoot client workstations/laptops as well as
related hardware and software in order to deliver optimum performance.
• Perform installation and configuration for handheld devices (Blackberry and IPhone) and conduct
training, as needed.
• Use of Track-It system for trouble tickets, hardware inventory and troubleshooting documentation.
• Moves, adds, and changes as well as troubleshooting of issues related to Avaya VOIP desk phones.
• Move and setup of all IT equipment for scheduled office and employee moves .
• Maintain hardware inventory of PC’s, laptops, printers and peripherals.
New York Foundling - New York, NY 2002-2013
IT Support Specialist / Manager
• Responsible for network, desktop, field support and management of a 750+ user Windows 7 and
Windows XP Local and Wide Area Network throughout the 5 boroughs of New York City.
• Managed a technical staff of 2 junior desktop support technicians and provided helpdesk support
on a daily basis along with 2nd and 3rd level support for any escalated desktop or network issues.
• Provided IT support for executives including CEO, CFO, and all other high-level associates and
Directors at multiple sites including main corporate headquarters in Manhattan. Support included
laptops with Windows 7 and XP OS, Mac OS X Leopard and Mountain Lion.
• Installed and maintained network operations for remote client server environments including cabling,
network stack build outs, and troubleshooting as part of Wide Area Network projects linking sites throughout
New York State to the Manhattan main office via T1 tunnels.
• Blackberry, Iphone and Ipad e-mail account setup and support. Blackberry accounts setup and
managed via Blackberry Enterprise server (BES).
• Managed and setup of new domain accounts and computers with Active Directory; also established
and monitored Group Policies in Active Directory such as logon restrictions, drive mappings, software updates
and internet restrictions.
• Microsoft Outlook 2007/2010 account setup, administration and mailing list creation via Exchange
server.
• Use of remote tools such as Kaseya Agent, VNC and Remote Desktop to provide technical support
to all remote sites.
• Use of Connect Wise ticketing system for monitoring and tracking all help desk calls.
• Nortel VOIP phone system management and support via BCM Element Manager.
• Developed and managed project plans for IT related moves, plus upgrades and new site openings
• Performed necessary upgrades to server and desktop operating systems, including researching and
installing patches, security updates, and service packs.
• Anti-Virus, Cisco PIX firewall, and network intrusion detection, monitoring and support.
• Technical writing and documentation as required for any network related changes and updates.
• Upgraded network by meeting with vendors, testing, evaluating and installing enhancements.
• Researched and recommend all IT hardware and software for purchasing.
• Maintained inventory of all computer hardware and software and appropriate licenses.
Toys R Us - Paramus, NJ 1996-2002
Computer Support Technician
• Desktop and network support of an 800 user Windows 2000/XP Local Area Network.
• Duties involved contact with end users and executives for desktop support in office and via telephone
to diagnose, resolve, and document hardware and software problems on a daily basis.
• Troubleshoot hardware and software problems and perform necessary repairs.
• Review and evaluate user and departmental requests through a Lotus Notes database and determine if
new hardware/software is required for specific needs.
• Use of Clarify ticketing system for resolution and updating all help desk calls.
• Maintained inventory of all computer hardware and software.
• Provided weekly status reports on hardware and software problems to track trends and provide
solutions
to ensure more efficient network operations.
• As project leader for company wide Windows 2000 upgrade project, duties included all aspects of
project from hardware recommendations and deployment, departmental reviews, rollout of Windows 2000
software, user training, support, and administration of Windows 2000 platform.
• Strong working knowledge of DNS, DHCP, WINS, TCP/IP, and network related technologies such as
LAN/WAN topologies.
Davenport Systems - Cresskill, NJ 1990-1996
Senior Computer Technician
• Maintained network computers, printers, monitors and troubleshooting hardware and software
problems in house and in the field.
• Provided telephone and on site support for customers and accounts.
• Responsible for walk in repair and upgrading of personal computers.
• Planned, scheduled, and provided instruction for local area network hardware installations.
• Strong knowledge of 10 Base T Ethernet wiring configurations.
EDUCATION
• MicroAge Learning Center, Parsippany, NJ--Windows Network Support - A+ Certification
• MicroAge Learning Center, Saddle Brook, NJ--Novell Netware 3.12 Administration – CNA
• Computer Processing Institute, Paramus, NJ--Personal Computer Repair
• William Paterson College, Wayne, NJ--Business Studies
REFERENCES
• Furnished upon request
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