Mike McKinsey

**** ***** *****

Indianapolis, IN 46228 317-***-**** Cell: 317-***-****

SUMMARY

Experienced computer professional desiring to use my passion for technology and drive for results to enhance your products and services.

EXPERIENCE

Technical Support/Network Support/Test Evaluator

Kelly Services/McGraw-Hill Education

March 2013 – Present (Long-Term Temporary)

6901 Michigan Road

Indianapolis, IN 46268

Duties, Accomplishments and Related Skills:

* create/resolve/transfer helpdesk tickets using Salesforce Ticketing System;

* provide Network, Web-based and Client Technical Support in high call volume environment;

* provide user account profile management for Web-based software access;

* provide support of Client and Server based Test Delivery Client software via Logmein;

* provide network support via Logmein for educators unable to download Web reports;

* test evaluator position to conclude in June 2015 due to seasonal nature of position.

September 2012 to March 2013: Management of Household Finances, F/T Husband

Technical Analyst

Dominion Dealer Solutions/Autobase, Inc.

November 2011 – September 2012 (201 W 103rd St # 600 Indianapolis, IN 46290)

Duties, Accomplishments and Related Skills:

* for creating/resolving/transferring helpdesk tickets using Parature DB;

* for the remote setup of Autobase clients/Remote Desktop connections via Logmein;

* for remote setup and configuration of network printers on car dealership PCs;

* for Data Base Management using SQL queries;

* for SQL server administration via Kaseya agent of dealership SQL servers;

* for troubleshooting network issues between DB server and PC workstation;

* for configuring Phone system switches to SQL Server software;

* for resolving data connection errors by setting up Open DataBase Connectivity.

Associate Service Desk Analyst

CNO Financial Corporation

October 2006 – November 2011

Duties, Accomplishments and Related Skills:

* for positively impacting abandoned call rates and average speed of answer metrics;

* for increasing user productivity while minimizing user downtime for 70% of calls;

* for resolving 70% of end-user issues while acting as the Single Point of Contact;

* for creating/resolving/transferring helpdesk tickets using CA Service Desk;

* for end user security on Sharepoint/AD Servers & MF TSOS/AS400 ;

* for MS Exchange/Outlook email support & email security for hand-held devices;

* for technical support of Web-based DB & Imaging applications;

* for Tier-1/2 end-user Software support of Web-based DB & MF applications;

* for end-user security/technical support of remote Desktop & Laptop PCs.

June 2006 to October 2006: Caring for sick Mother, Management of Household Finances,

F/T Husband

Production Control Analyst

Kelly Technical Services/Sallie Mae

December 2004 – July 2006 (11100 USA Parkway Fishers, IN 46037)

Duties, Accomplishments and Related Skills:

* submitted batch jobs transferring school financial information from Mainframe

computer to SQL server for 2500 schools;

* originated Access database tables using Visual Basic which accounted for schools

transferred and used to predict batch job errors while preventing project delays;

* project concluded 6/2006.

July 2004 to November 2004: Management of Household Finances, F/T Husband

Peoplesoft Helpdesk

Kelly Technical Services/Anthem Blue Cross & Blue Shield

January 2004 – December 2004 (220 Virginia Ave Indianapolis, Indiana)

Duties, Accomplishments and Related Skills:

* impacted abandoned call rates and average speed of answer service desk metrics, taking

108 end-user calls during one 8-hour call center period;

* resolved login issues for Peoplesoft database, Mainframe computer applications and Filenet

database resulting in end-user productivity;

* project concluded 7/2004, after which I was called back to Anthem to complete Filenet project

which concluded 12/2004.

HONORS & AWARDS

Manager Letter of Recommendation - BellSouth CellularONE - August 1996

Above & Beyond Award - Ameritech - December 1997

Manager Letter of Recommendation - CTB/McGrawHill Education - July 2014

CERTIFICATIONS

HDI Support Center Analyst

HDI, License Certification Identification: 71139SCA EXAM_WT – 10/2011

October 2011 – Present

EDUCATION

Indiana University-Purdue University at Indianapolis

Bachelor of Arts /A.A.S. in Electrical Engineering Technology

Armed Forces Veteran

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