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Customer Service Software

Location:
Brook Park, OH
Posted:
February 23, 2015

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Resume:

Michael Clemons, A+

**** ***** ********* ******, *******, IL 60620 acofp1@r.postjobfree.com

773-***-****

Experienced Helpdesk/Technical Support Analyst with expertise in basic

system administration, customer service, and troubleshooting major PC

software, hardware, configurations and

network problems.

SUMMARY OF QUALIFICATIONS

. Many years of experience in the MIS/IT industry and customer service.

. Developed solutions that sustained relationships with employees and

clients based on knowledge and trust.

. Keeping current on Information Technology through subscribe accounts

to various newsletters.

. Wireless and VPN support.

TECHNICAL SKILLS

PLATFORMS AND TOOLS

. SOFTWARE: Symantec Ghost, HP Service Manager 9, Microsoft Office

2007/2010, Microsoft Outlook, Lotus Notes, McAfee Encryption, Open

Office, Sendmail, Information Internet Server (IIS)

. OPERATING SYSTEMS: Windows Workstation/Server/2000/2003/2008/XP/7,

Solaris UNIX, Suse Linux, FreeBSD UNIX, Ubuntu Linux, MAC OS X

. PROTOCOLS: TCP/IP, POP3/SMTP, DNS,

. DATABASES: SQL, Microsoft Access

__

PROFESSIONAL EXPERIENCE

December 2013- February 2015

Desktop Support/Admin

PriceWaterhouseCooper

Chicago, IL

. Re-image, troubleshoot, and repair and MacBook's/IPad, IBM Lenovo

laptops and facilitate transfer of data/documents according to

established security protocols when required.

. Utilize Anti-virus and diagnostic tools to resolve end user issues and

keep machines running properly.

. Printer maintenance, repairs (paper jams), and toner change.

. Configuration of IPads and IPhones.

. Recovery of data via DART PE.

. Active Directory support with password changes.

. Setting up wireless and VPN connection and Lotus Notes/MS Outlook for

walk-up clients.

. Provide training and support for New Hire Orientation.

. Resolving issues on McAfee Encryption locked out or encryption error

that requires a reset.

. Received and routed tickets for end-user support of 3,000 through HP

Service Manager 9.

. Responsible for updating and maintaining old and new PC/laptops assets

on a daily bases.

. PC builds/refresh was provided for users for new hire, TPR (Third

Party Review), 24 hour loaners, PC replacements.

October 2012 - December 2012

Desktop Technician

American Medical Association

. Technical environment upgrades (desktop operating systems, PC imaging,

client software installation, server/network updates)

. Worked in the Microsoft Windows XP/Windows 7 and Microsoft Office

2007/2010 environment.

. Exercise suppleness when it comes to changing priorities fast.

. Written tickets in a ticketing agent and route it off to different

departments regarding specialties.

October 2010 - October 2012

MIS Assistant

ABJ Community Services

Chicago, IL

. Identify, diagnose, research and resolve technical environment

problems within network, email, software, and hardware.

. Assisting MIS Administrator in technical environment upgrades (desktop

operating systems, PC imaging, client software installation,

server/network updates)

. Maintain virus and spam protection updates a variety of custom

databases written in Microsoft Access.

. Maintain system, network and software documentation

. Provide software training.

. Setting up Audio/visual equipments for conference rooms

. Provide support for end-users in a small and mid-size business

environments

January 2008- September 2009

Desktop Support

Teksystems - IBM, AT&T, Bank of America and Unisys/US Census Bureau

Chicago, IL

. Administered procedures moderately complex software migration process.

. Troubleshot any error that occurs during a software loading procedure.

. Installed and configured equipment including Blackberry devices.

. Resolved a wide variety PC, printer, and software problems, Including

multiple operating systems

. Respond accordingly to work requests and operational issues, providing

service and support

. Followed up with end-user's outstanding issues by documenting and

tracking down issues using proprietary trouble ticket software.

. Loaded software and connected PCs into the network

. Organized and arranged Cisco phone systems.

. Worked with structured cabling systems.

. I setup the wiring of the servers and switches for the network with

Category 5 wires.

May 2007 - June 2007

LAN Helpdesk

Wheels Inc.

Desplaines, IL

. Troubleshooted network and technical issue.

. Used Active Directory in resetting passwords.

. Ticketed information on every call with excellent written

communications and organization skills.

. Setup accounts on the Microsoft Exchange server

. Added and deleted clients using Active Directory.

January 2007 - February 2007

Desktop Support

Navigant Consulting

Chicago, Illinois

. Setup configurations on IBM ThinkPad laptops for Lotus Notes.

. Upgraded the hardware of the laptop.

. Loaded batch scripts for software installations.

. Configuring clients PCs and laptops for VPN.

May 2006 - September 2006

Level I Service desk Analyst

CPS (Chicago Public School)

Chicago, Illinois

. Diagnosed and troubleshot technical issues as well as provided

assistance with technology related policies.

. Reset passwords and added and deleted clients in Active Directory,

configured network printers, and Microsoft Outlook for an Exchange

server, assisted users with Outlook Web Access and answering Microsoft

Office how-to questions.

. Worked in a Windows 2000/XP and MacOS based environment.

. Documented and updated processes in the trouble ticket.

. Maintained ownership of tickets with quick turnaround in order to

appropriately balance taking new tickets with following up on aging

incidents and requests

July 2005 -September 2005

Dell Server Technician

CPS (Chicago Public School)

CHICAGO, ILLINOIS

. Placed new servers into rack-mount environment.

. Tested the network bandwidth of the Hub systems

. Labeled network connections and servers (in order to differentiate the

two different servers present on premises).

March 2005- May 2005

HELPDESK TECH

TekSystems - NORC (Subsidiary of University of Chicago)

CHICAGO, ILLINOIS

. Setup IBM ThinkPad laptops on the network.

. Confirmed the network logins through administrator tools

. Troubleshot any errors that could occur during a software loading

procedure

January 2003- February 2005

PC INSTALL TECH

MCI

CHICAGO, ILLINOIS

. Setup configurations on DELL PCs (laptop) in a Windows XP environment.

. Loaded software and plugged the PCs (laptop) into the network.

. Going through the proper procedures moderately on complex software

migration process.

. Troubleshot any errors that could occur during a software loading

procedure.

January 2001 - May 2001

TECHNICAL SUPPORT/JR. MAIL ADMINISTRATOR

INTERACCESS

CHICAGO, ILLINOIS

. Setup a variety of users with connections of LAN, DSL, ISDN, and

Dialup in a call center environment. Configured a variety of e-mail

clients and web browsers.

. Supported different connections in various operating systems (Windows,

Mac, and Linux).

. Performed troubleshot techniques on e-mail accounts through the UNIX

mail server.

. Operated structured cabling systems.

. Activated virtual e-mail for users.

. Troubleshot network connectivity installations

. Used Veritas backup for different Windows and UNIX server.

. Monitored networks and different servers

January 1999 - December 2000

TECHNICAL SUPPORT (LEVEL II)

CORECOMM INTERNET, INC.

CHICAGO, ILLINOIS.

. Communicated with clients in handling dial-up connections in various

operating systems (Windows, Mac, and Linux) in a call center

environment.

. Identified, recreated and resolved installations and configurations

issue with different types of TCP/IP supporting programs.

. Created and updated the company intranet using FrontPage.

. Supported and troubleshot software applications in a desktop

environment.

. Troubleshot different network connections installations and outages

on Unix/Linux platform

. Setup room for presentation using Audio Visual equipments

February 1996 - February 1998

SOFTWARE/HARDWARE CONSULTANT

EGGHEAD COMPUTERS

CHICAGO, ILLINOIS

. Sales representative in the software/hardware products.

. Assisted supervisor and guided staff members in identifying and

resolving computer-related problems.

. Installed, configured and operated various software for prospective

buyers.

. Supported different law firms on various software/hardware and LAN

issues.

EDUCATION

January 2002

. Absolute Solutions Inc.

. Microsoft Certified Solutions Developer in Visual Basic 6.0

A+ Certification



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