Software Engineer
Resume:
Michael T. Jordan
*****************@*****.***
SUMMARY
• Experienced and knowledgeable Information Technology Professional seeking to contribute training
and acquired skills within a Technical Support and/or Help Desk role. Work well independently, or in a
group setting providing all facets of computer support such as troubleshooting, installations, and
maintenance. In-depth knowledge and understanding of numerous software packages and operating
systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve
technical issues and concerns. Excellent communication and presentation capabilities.
Skills
• Systems: Windows (2000, 2003,Xp, Win 7), UNIX, Linux
• Hardware: Servers, Hubs, Routers, Switches, PC’s
• Software: MS Office Suite, MS SQL Server, Visio
• Word, Excel, Outlook 2007 and 2010, PowerPoint, Access.
• Networking: TCP/IP, DNS, DHCP, VOIP, VPN
• Clarify, Remedy, Zen desk and Heat, Lotus Notes ticketing software.
PROFESSIONAL EXPERIENCE
Accel Networks (Oct 2013-Mar 2014)
Help Desk Engineer
" Answer calls, emails and constantly monitor and work on the Help Desk ticket queue.
" Provide timely and accurate first and second level technical and applications support to all offices.
" Prioritize and escalate issues properly to ensure that issues are resolved in a timely manner.
" Resolve hardware and software issues remotely by phone, remote connection.
" Follow up and provide regular status updates to the requester until the issue is resolved.
" Document problem resolution in the ticketing system.
Alere Health Care (June 2012- Aug 2013)
Device Systems Analyst
• Work with business users, end users, IT development and infrastructure to manage, maintain, enhance,
modify, and support existing and future application functionality and systems.
• Troubleshoot JDE, Apollo, Traxx Applications.
• Software Installed: Office 2010, Office XP, McAfee, Norton, McAfee Spam Killer, Netscape, PeopleSoft
HCM ERP, envision, Scanning software, and multiple programs specific to each client’s business
requirements.
• Troubleshooting skills for a host of peripherals.
• Resoling complex issues on user’s laptops to troubleshooting internal and collaboration services.
• Understand of desktop computing, smartphone, Email and client-side networking with firsthand experience
working users who great support how and when they need it.
• Install new releases as assigned, by following test installation procedures, test and document
installation.
• Managed trouble cases utilizing Remedy ticketing software (took live and through email (25-30 Per
Day)
International Business Machines (IBM), Jan 2006-Dec 2012
Technical Help Desk/POS
• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
• Installed hubs, switches, routers
• Make list of new products and send to the engineers to implement the same in POS application menu.
• Captured Business requirements and converted them into Functional and Technical specifications.
• Supported Microsoft Office products, Word, Excel, Outlook 2007 and 2010
• Windows 2000/2003/2007,2008
• Troubleshoot by phone and with hands-on break/fix support.
• Provide training to clients in the use of system and applications as related to Internet.
• Identify and correct or advise, on operational issues in client operating systems.
• Windows 7, Vista, XP and Linux Environment.
• Networking protocols, DHCP, TCP/IP, VOIP, VPN
• Managed trouble cases utilizing Clarify and Remedy ticketing software (took live and through email
(100 Per Day)
EDUCATION
2011 Troy University B.S Computer Science
SKILLS
• Proficient in MS Word, Excel, Power Point, Outlook. Quick Books, Accounts Receivables.
Contact this candidate