Support Technical
Resume:
Michael A. Carter
Stone Mountain, GA 30087
************@*****.***
IT PROFESSIONAL
WITH COMPREHENSIVE EXPERIENCE IN
MS WINDOWS (ALL VERSIONS) TCP/IP NETWORKING SYMANTEC GHOST
VMWARE ESXI 5.5 (‘03-365)
CLOUD COMPUTING MS OFFICE
ANDROID OS SERVER 2003/2008 ADMIN VMWARE WORKSTATION
BLACKBERRY ES ACTIVE DIRETORY
LINUX (UBUNTU AND MINT)
PC HARDWARE BUILDS AND UPGRADES
CITRIX XENAPPS MS EXCHANGE
PROFESSIONAL EXPERIENCE
New York Life Insurance Company
Senior Representative/Help Desk Supervisor
Provide 1st, 2nd and 3rd Level Support to end users on a wide variety of applications including Lotus Notes 8.5,
Microsoft Office 2007, VDI, VPN, GoToAssist, Active Directory, mobile device support.
Worked with manager and implemented short-, and long-term strategies, and oversaw global IT Service Desk
operations, resulting in improved efficiencies, and a greatly enhanced stakeholder value. Managed a
domestic Help Desk team of 20 company associates, 10 third-party representatives, and a 10-person
offshore (Philippines) team.
In less than nine months, created a highly-functioning Call Center that achieved a 98% first-call fix rate (75-80%
LY), improved Customer Satisfaction levels from 65% to 95% (DALBAR ratings), and realized $200k in
annual savings, with efficient scheduling, reduction of overtime, and renegotiation of contract terms with
third-party staffing agencies.
Customer management all done through Remedy Incident Management software.
Wellstar Health System
Team Leader- Microsoft Outlook Support Analyst Nov 2012 March 2013
Served as Team Leader of 10-person support group on issues related to ticket management, staff scheduling, and
problem escalation. Project scope includes User Acceptance Testing and Regression testing in a Black Box
environment for deployment to 16,000 internal healthcare end users as a Functional Analyst/QATester using the
waterfall development model. Researched, diagnosed, and resolved complex system hardware, software, network
and operator issues. Manually recreated the behavior for business requirements and tested within the Functional
Team for success to determine deficiencies that are not immediately apparent and focused on usability.
Participated in Agile methodology Kanban board walk to support production processes and visualize workflow
for lean project management to promote team collaboration.
Wellstar Health System
As a Service Desk Analyst I answer calls and respond to emails from customers looking for answers to their hardware or
software problems regarding Microsoft Outlook and clinical applications.
• Resolve all incoming customer support request via phone or email.
• Research, diagnose and resolve complex system hardware, software, network, and operator issues.
• Maintain accurate ticketing documentation through ticketing system ITSM.
• Perform technical support tasks for callers that may include but is not limited to: resetting passwords, unlocking
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accounts, adjusting storage limits for PC settings and troubleshooting other routine and/or semi-routine user computer
issues
• Investigate, analyze information, and draw conclusions as well as make recommendations for possible process
improvement.
• Troubleshoot mail and calendar issues in Outlook.
• Install Outlook on desktop clients.
• Explain to user the functionality and usage of Outlook.
• Suggest changes to current support or operational processes to improve the overall end user experience.
Mount Vernon Presbyterian School, Sandy Springs, GA
Configuration/Desktop Support Specialist Sept 2012 Nov 2012
Image all teacher laptops with Windows 7 and Office 2010. Provide desktop support to teachers and school
administrators on an as-needed basis on issues relating to Windows XP/7, MS Office 2007, Active Directory
rights and access and various models of network printers.
IT Consultant/Desktop Support 2011-Nov 2012
Work with several small to medium sized business in the metro Atlanta area. Provide on an as-needed basis the
following services:
• Network administration tasks such as software updates, backup optimization, user maintenance and
security monitoring
• Remote and onsite desktop support of Windows XP and 7 desktop and laptop PC’s. Responsibilities
include break/fix solutions, OS and software updates, hardware and software upgrades if necessary and
follow-up support as well as recommendations for new solutions and applicable products as they become
available. Setup and train on use of various applications including MS Outlook 2007, Publisher 2007 and
the rest of the MS Office suite applications.
• Report and engage with various levels of personnel within an organization including office managers, end
users, as well as company presidents, owners and CEO’s.
Dekalb County Schools, Decatur GA 2009 to 2011
Project Manager/IT Consultant
Worked on 6-person team that supervised the delivery and installation of over 4500 Dell desktop PC’s.
Responsibilities also included configuration of systems using Symantec Ghost to pull the image from
home servers, vendor management, follow up training and support of end users.
Designed MS Access database application and implemented strategy for inventorying and moving over
12.000 pieces of IT equipment from 8 closing schools and reallocated equipment throughout school
system on an as-needed basis.
Provide supplementary project and technical support throughout schools in the district. Also interacted
with higher levels of technical support and management within the county to ensure that projects are
flowing according to specifications.
Supervise installation and delivery of Promethean boards. Provide follow up training and support of
boards on as-needed basis.
Supervise delivery of 4000 IPAD’s. Responsible for setting up each unit’s mobile cart and training onsite
support staff on configuration and support of devices
New Millennium Technical Resources, Inc., Atlanta, GA 1998 to 2009
Technical Support Specialist
Provide onsite, phone and remote access support to various customers throughout metro Atlanta.
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Successfully worked with small and medium-sized business owners, IT managers, office managers and
other decision makers to recommend hardware and software solutions to help their companies become
more efficient.
Provided hardware and software sales, installation and configuration of Windows based networks and
printers for small to medium sized businesses throughout the metro Atlanta area.
The Coca Cola Company, Atlanta GA 1995 to
1998
Help Desk Representative
Provided US wide support on all PC’s Mac’s, AS/400 legacy applications, MS Office, and all Windows
98 and 2000 operating systems
Maintain and manage clients through the Vantive call tracking database. Responsibilities included
entering calls, updating resolution descriptions, managing call queues and working with higher level of
support for resolution and/or escalation.
Worked with entire help desk group to design knowledge database that could be used by entire help desk
staff for faster and more efficient call resolution.
Promoted to high visibility group that was responsible for supporting worldwide rollout of Lotus Notes.
Duties included answering calls and providing training and support for new users of the groupware
software that became the standard email and collaboration software for the entire organization.
Education
B.S. IN PSYCHOLOGY – WESTERN ILLINOIS UNIVERSITY MACOMB, IL
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