Sales Office

M ichael Duvernay

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

H illside, NJ 07205

( 973) 820 - 7205 ( m)

m duvernay @gmail .com

O BJECTIVE

M y objective is to gain a c hallenging position in the IT support field and to have the o pportunity t o

d emonstrate superior technical s kills and exem plary customer support.

P ROFILE

1 0+ y ears’ experience w ith troubleshooting, repair and Installation of all PC Hardware (NIC cards,

v ide o Cards, modems) on M icrosoft platforms

1 0 y ears’ experience w ith M icrosoft Windows Operating systems, which include s D OS, Windows

9 8, Windows Millennium, Windows NT, Workstation 4.0, Windows 2000, W indows XP, Windows 7

a nd som e experience with Linux Red Hat and Ubuntu

F ive p lus y ears of experience supporting Microsoft Office 2 003, 2007, 2010 (Word, Excel, Access,

P ower Point, Outlook, Visio)

F our y ears of experience with Active Directory a dministration, M icrosoft Exchange administration,

R SA secure ID administration, a nd remote assistance

F our y ears of experience supporting B lackberry, Apple, and Android Smartphones

T w o y ear s o f experience w ith Lotus notes administration

T wo years of experience with NEC Aspire Phone system setup and administration

E MPLOYMENT

A ssurant Specialty Properties, L ivingston, NJ 0 6/2011 - Present

I T System Analyst

P rovide top Qualit y support to NJ Remote office as well as Remote Sales

T eam

A ssist and document transition from Outlook to Lotus Notes for in - office

a nd Remote staff

I nteracted with Network engineers during Network firewall switch from

S onicWall t o Cisco systems

P erformed t esting and interacted with I nfrastructure t eam in implementing

O ffice wide transition to Virtual Desktop Environment

D eploy new Desktops and dual monitor setup for entire office staff

R esponsible for configuring and adding Virtual Desktop to Domain as wel l

a s configure Lotus Notes and proprietary software

O ther activities include, network printer setup and configuration, R emote

a ssistance using Bomgar

T rack and record all issues in HP Service Desk ticketing system.

D ocument requirements and contributed to u ser manuals.

S ureDeposit Inc., L ivingston, NJ 0 2/08 - 0 6/2011

D esktop Support/Junior Network Administrator

P rovided support to 40+ staff members which included CEO, CFO, and President

R eported directly to CEO

M anaged and recommended all IT related eq uipment purchases which includes,

L aptops, desktops, printers, cell phones, and data card

I nstalled and configure remote tool for remote end - users

R esp onsible for New Hire Setup

P rimary technical contact for all 3rd - Party vendors

C reated "how - tos" docum entation for both in - office and remote

s taff

M anaged Smartphone contracts for business as well as Warranties

f or all equipment purchased.

S upported Blackberry and Apple Smartphone

P rovided support for SQL base proprietary software, Windows XP

3 2 - Bit, Windo ws 7(x64,X86), MS office suite 2003, 2007, 2010

O ther activities include Creating login profiles in Active Directory

a s well as E - mail setup in Exchange 2007, NEC Aspire Phone

s ystem troubleshooting and configuration, Network printer install

a nd configurat ion, VPN configuration

C 3i - Inc., M orristown, NJ 0 9/07 – 0 2/08

T echnical Account Supervisor

P rovide technical supervision to the Help Desk staff (Tier 1) as it

r elates to client account .

A ssist management in the development of effective Help Desk

T ech nicians by providing timely feedback and coaching to Help

D esk Technicians.

A ssist with the monitoring of real - time ACD reports and assure

p roper phone coverage and overall resource utilization

C oordinate Tier 1 activities as it relates to special client p rojects,

i ncluding: hardware rollouts, Application Upgrades, Realignment

p rojects, etc.

C reate training material and/or delivering training session on

c lient’s proprietary apps as well as business procedures.

A ttend client Point of Action meetings in vario us states and

c ountries when requested

C 3I - Inc., M orristown, NJ 1 1/02 - 09/07

L evel 2 Helpdesk Analyst

P rovided 80% phone support to 1,000+ Pharmaceutical Sales representatives

U tilize various remote tools such as remote desktop, remote assistance, Sym antec

P canywhere to assist with the resolution of numerous issues and software installs.

U tilize Siebel for call tracking and ticketing.

M aintained technical proficiency in all applications utilized by supported clients.

R esponsibilities included troubles hooting Windows XP, MS Office, Outlook, Lotus Notes,

C isco Systems VPN and Siebel - CRM related issues.

A ssisted Sales rep with Initial Hardware setup

A ssisted with troubleshooting and installation of Printers (HP).

T roubleshoot and configured various rout ers and wireless devices

W orked within client service level agreements.

P ossessed business insight for all clients supported

C onfirmed and updated customer profile information as needed

C 3I - Inc., M orristown, NJ 6 /02 - 11/02

H ardware Technician

A ssisted w ith Windows 2000 rollout.

R esponsible for configuring all aspects of the client images, i.e. Microsoft Outlook 2000

s etup and configuration.

P erformed all memory and bios upgrades on IBM T - series laptops.

R esponsible for Data backups and restores.

0 1/02 - 03/02

I ns tant Link Inc, N utley, NJ

I nternship

R esponsible for troubleshooting connectivity issues over the phone.

T raveled to client sites for Installs of network cards and configuration of network settings.

P erformed extensive troubleshooting and i nstallation of Windows 2000 and Windows XP.

E DUCATION

E ducation/Certification 0 1/00 - P resent

B loomfield College, Bloomfield, NJ : Bachelors in Computer information systems

p ending.

G ibbs College, M ontclair, NJ : A ssociate in Applied Science, Compute r Programming; GPA

3 .5; Dean’s List, Honors List

A lpha Train, U nion, NJ: C ertificate in Help Desk/Technical Support GPA 3.2

A DDITIONAL SKILLS

F luent in French.

Contact this candidate