Support Technical
Resume:
Michael Wright
Lakewood, CO 80228
Phone 720-***-****
***********@*****.***
www.linkedin.com/pub/michael-wright/6a/549/351/
OBJECTIVE To obtain a position as an Network Support Technician
Technical S kills Summ ary
Deployment of Windows Server 2008/2008 R2, 2012/2012 R2, Windows 7/8/8.1, Microsoft
Active Directory, Microsoft Exchange, Microsoft Outlook, Office, Physical to Virtual Migration
and Virtualization with Hyper-V Manager and VMware Fusion, Server, Dell Server and Desktop
Hardware, Laptop Hardware, RAID, Remote Desktop Services and File Share Management, VoIP,
Jive VoIP, Broadworks VoIP, Windows Imaging with Symantec Ghost and Acronis Software,
BitDefender Endpoint Protection, IIS management, iOS, Android, OSX, Root Cause Analysis,
Troubleshooting.
EXPERIENCE
2014 - 2015 Computer Support Technician – Ipremise. Centennial CO
Remote troubleshooting of desktop, application, networking and infrastructure issues.
Experience of supporting a wide and varied client base or 36 companies. Troubleshooting PC’s, laptops
and mobile devices. Providing 1st/2nd line support to users. Installation and support of
telecommunication equipment. Maintaining a log of all problems detected and system backups.
Working closely with software suppliers to resolve operational issues. Responsible for supporting:
Windows 7,Windows 8, Office 2007/2010/2013 Windows Server, Small Business Server 2012/2012 R2,
Active Directory, Microsoft Exchange 2010/2013 with the support of 100+ email addresses, Bitdefender
Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Hardware firewall
Configurations, Jive VoIP support for telephones.
2013 - 2014 Customer Security Assurance - Comcast. Denver CO
Both in-person and remotely investigates documents and resolves abuse and fraud-related security issues
on smart phones, Macs and operating systems up to Windows 7. Also troubleshot most browsers and
email issues. This includes application of the following technical aptitudes: Practical and technical
knowledge with hardware, firmware, software and concepts such as routers, firewalls and mail protocols.
Application-level knowledge of email protocols (how email works, etc.) Familiarly with security concepts
such as Spam, Spyware, Viruses, and Bots/Botnets. Intimate knowledge of remediation software for
security protection and breeches. Responds carefully to abuse, fraud and security related phone, email and
chat requests for support. Capacity to observe, process and discuss highly sensitive information, as well
as, media, that may be controversial or offensive in nature, as relates to customer security issues that
could have possible legal implications. Reviews customer security and policy discretions, and educate
customers to prevent future occurrences. Ability to discretely and diplomatically resolve issues with
Comcast customers via telephone, email and chat while respecting both the customer and company
privacy.
2012 Network Tier 2 Support - Megapath. Denver (Contract)
Created trouble tickets for OSI Layer 2 and 3 issues. Primarily troubleshooting Network issues, but also
supported customers in a Windows 7 environment. Created ILEC trouble tickets for intrusive testing and
repairing field issues. Troubleshot layers 1-3 of the OSI model. Wrote router scripts and updated router
firmware. Dispatched MegaPath technicians to customer premise for internal repairs. Educated End users
in Layer 1 troubleshooting. Troubleshooting and support for VOIP users Created VoIP Tier 2 and Tier 3
Tickets
2012 Windows 7 Technical Support – IBM – Miller Coors. Boulder CO (Contract)
Provided both in-person and remote technical support to workers in information processing departments.
Included support for desktop, laptop, tablet and mobile devices. Installed Windows 7 Images to update
laptops and desktops from previously installed operating system. Remotely installed and troubleshot
company specific software. Update Citrix profiles to allow access to software. Updated and maintained
Active Directory permissions for access for remote employees. Assigned and coordinated work projects
such as converting to new hardware and software. Ensured that programs were compatible with other
programs already in use. Made recommendations for improvements in computer system. Applied
knowledge of programming techniques and computer systems.
2010 - 2011 Entry Tier 2 Support - ADT. Aurora CO
Provided remote technical support to technicians in the field. Support included security apps for mobile
devices and home computers, which required strong knowledge of those products. Executed daily
operations of updating and correcting customer accounts, and signal confirmations. Trained support staff
in false alarm research and forwarding. Made recommendations for improvements in payment processing.
Consulted with field technicians to identify current operating procedures and clarify program objectives.
Responded to written and telephone requests for troubleshooting, information updating, radio
registrations and system programming. Provided personalized service to ADT customers and technicians.
2009 - 2010 Call Center Operator - Alphapage. Denver CO
Operated corded and cordless switchboard to provide answering service for clients. Recorded and
delivered messages and furnished information. Accepted orders and relayed calls. Placed telephone calls
at request of clients and to locate clients in emergencies. Date stamped and filed messages.
2006 - 2009 Level 3 Installer - Comcast. Denver CO
Installed cable television, modem and VoIP equipment in customer’s premises, using electrician's tools
and test equipment. Measured and recorded signal strength for network health. Computed impedance of
wire from pole to house to determine additional resistance needed for reducing signal to desired level.
Adjusted and repaired cable system to ensure optimum reception. Explained cable service operation to
subscriber. Tested electronic installations with testing apparatus. Reviewed work orders, trouble reports
and time and equipment records for completeness and accuracy. Tested electric cables and equipment
wiring to detect broken circuits and incorrect connections, using provided test equipment.
EDUCATION
2002 Dual Degree Computer Engineering, Computer Science and Computer Engineering - Morris Brown
College / GA Tech. Atlanta GA.
MILITARY EXPERIENCE
1994 - 1996 Signal Systems Support Specialist 31-U - US ARMY. Ft Hood TX
Controlled equipment to intercept, locate, identify and record radio transmissions of enemy or potential
enemy. Operated radio equipment in order to communicate with military vehicles, and other remote
operations. Repaired radio and telecommunication equipment as necessary, using electronic testing
equipment, hand tools, and power tools. Maintained station logs of messages transmitted and received for
activities such as military operations and maneuvers. Trained service members in basic radio operations
and procedures. Set up antennas and mobile communication networks for units during field operations.
Contact this candidate