Technician Support
Resume:
M ICHAEL J. M ELLO
Tampa, Fl. *****
• ***********@*****.***
D ESKTOP S UPPORT S PECIALIST
** **** ******* ** ********** World Class Customer Support
Customer focused IT program and project leader with 13 years of demonstrated expertise providing comprehensive technical
leadership, service, and support for large user bases. Highly skilled desktop support professional with extensive experience
spearheading complete desktop, server, and network administration and support to continually drive operability, performance, and
productivity. I am a hands on technical specialist with a long track record of managing critical programs and projects through all
stages of the project life cycle and the proven ability to deliver all goals and benchmarks on time and to the highest standards of
quality.
Highlights of Expertise:
Troubleshooting & Problem Resolution Project Planning & Coordination
• •
System / User Account Administration Configuration, Patching & Upgrade
• •
Server Installation & Maintenance Ticketing Systems & Documentation
• •
Monitoring & Performance Tuning Meeting Service Level Agreements (SLAs)
• •
Technical Proficiencies:
Certifications: A+ Certificate, Network +
Platforms: Windows (9x, NT, 2000, XP, 2003, Vista Enterprise, 7 Enterprise, Windows 7 Ultimate, Windows 7
Professional, Blackberry Enterprise Server (BES), DOS, Mac OS X v10.5 Leopard), Windows
Server (2000, 2003, 2008)
Tools: Active Directory, Citrix, Magic, MS Exchange (2003, 2007, 2010), MS Exchange Server
(2003,2008) MS Office (2003, 2007, 2010 all products),SharePoint, Lotus Notes, PC Anywhere,
Remedy, Remote Desktop Connection, Numera Track It, Symantec Endpoint Protection 11.0,
Symantec Ghost, Veritas Netbackup, Windows Server Update Services (WSUS)
Hardware: Ethernet, TCP/IP, VNC, VPN, DHCP, Wireless Networking, DNS, OSPF
PROFESSIONAL EXPERIENCE
CVS CORPORATION AUGUST 2013 TO MARCH 2014
Migration Technician, Contractor
Deployed 32 & 64 bit Windows 7, MS Office 2010
Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010
Support 2000 users
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DAMICA D. LOWE • Page 2
APPLIED MATERIALS, GLOUCESTER, MA May 2012 to Present
Migration Technician, Contractor
Deployed 32 & 64 bit Windows 7, MS Office 2010
Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010
Support 2200 users in a Manufacturing Site
MASS FINANCIAL SERVICES – BOSTON, MA January – April, 2012
Migration Technician/Level 2 Support Contractor
Deployed 32 & 64 bit Windows 7, MS Office 2010
Use SccM to migrate users from WIN XP to WIN 7 with MS Office 2010
WIN XP to WIN7 Migration Team
Provided post migration support to end users.
Tested software for compatibility issues.
Supported 1800 users in a Financial Institution
BULLDOG TECH SYSTEMS BOSTON,MA.L November 2007 – October 2011
Team Lead
Supervise 6 Technicians in daily IT Operations
Project Lead for Windows 7 Migration from initiation to deployment
Provide on site hardware, software, network support
Install, upgrade O.S. Remove virus and spy ware
Support VPN, RAS connections.
Configure Blackberry’s And Treo’s and Smart phones
Use Track It and Remedy, Heat call tracking software
Configured Norton Ghost
Set up Wi Fi
Provide telephone and in person support for PC and Mac
Active Directory management
VMware
Recommend and purchase hardware/software and approve all purchases
Scheduled appointments with end users and followed up after migration to resolve any know issues.
SccM
SUFFOLK UNIVERSITY – BOSTON, MA January – November, 2007
IT Technician
Provided on site network support and administration by conducting network diagnostics and audits.
Provided clients with security and virus protection and desktop support.
Purchased necessary hardware and software
Install operating systems XP, Vista
Active Directory management
E Mail migration from Pine to Outlook
Worked with Imap and Pop accounts
Provided break/ fix support for Macs and PCs
BOSTON COLLEGE, BOSTON MA March – July 2006
Desk Support/Help Desk, Part Time Contractor
Deployed new Macs and PCs
Did file transfers from Mac to PCs
Did break /fix
Provided telephone support 1 day a week
Set up networked and standalone printers
Removed Virus
E Mail migration Mac Mail, Eudora to Outlook and Outlook Express
PC HOSPITAL, READING, MA September 2002 – October 2007
Desktop Support II
On site Network Support and Administration
Network Diagnostics / Audit
Security and Virus Protection
PC / Notebook / Warranty Service and Repair
Ghost Software
Break /fix for PCs and Macs
PIONEER INVESTMENTS, BOSTON, MA June 2000 – September 2002
PC Support Specialist II
Network Diagnostics, Help Desk / Desktop Support
Support 2200 ghost imaging hardware and software
Supported International customers in Ireland, Germany
Provide telephone and in person support
Used SMS
Installed and configured Citrix
Set up Audio Video Equipment
Provided break/fix for PCs and Macs
NEW ENGLAND MEDICAL CENTER – BOSTON, MA January 1999 – September 2000
PC Technician, Contractor
Support all hardware, install and configure
Migration from Banyan Vines to Windows NT
Help Desk / Desktop Support
Provided support to 4500 end users
GTE – BOSTON, MA January – September 1999
Deployment Technician/Helpdesk, Contractor
Network Diagnostics
Help Desk / Desktop Support
DAMICA D. LOWE • Page 4
Support 4500 ghost imaging hardware and software
Install and configure VPN
Install and configure Lotus Notes
Did Mac to Pc transfers
Support Pine, Eudora, Mac Mail, Outlook
EDUCATION AND CREDENTIALS
Associates Degree in Computer Science – 2000
NEWBURY COLLEGE, BROOKLINE, MA
Professional Development & Certifications
A+ Certificate 2007
Somerville, MA
Network + & Security + 2006
Somerville, MA
Network Plus Certificate 2002
Xintra School of Technology, Quincy, MA
Training Windows NT Workstation – 2001
Pinnacle, Framingham, MA
Windows NT Network Essential (MCSE) 1998
Technology Center of Boston, Boston, MA
PC & Networking Essentials (OS, Diagnostic, Repair, Administration, Installation, Networking) – 1998
Veteran’s Technical Training Institute
Military Experience
US Army Reserves, 1994 – 2002; 2003 2011
Massachusetts Army National Guard
Volunteer Computer Instructor at The Soldier’s Home, Chelsea, MA, 2006 Present
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