Customer Service Microsoft Office

Mark Allen Reed II

**** ***** ****** *******, ** 812-***-**** ********.**@*****.*** www.linkedin.com/in/markareed2/

Technical Proficiencies

Applications

MS Office, Libre Office, Drop Box, Google Drive Norton’s Antivirus, Malwarebytes, Oracle, Virtual Box, Wireshark, TCP/IP View, GotoAssist, Acronis Backup and Restore, Symantec Endpoint Encryption, Ghost Imaging Software, Micros Retail POS Systems, Xstore, Televantage Phone Systems, Hyper V Bomgar Secure Remote Desktop, Remedy ticketing system, Cisco AnyConnect VPN, Cisco WebX Service Now ticketing system, Cherwell ticketing systems Google Docs, Drive, Sheets, Gmail

Networking

LAN, TCP/IP, OSI, DHCP, WINS, DNS, NTFS, SIP Security, Ethernet Cabling

Troubleshooting

Windows OS and TCP/IP Network Stack Troubleshooting, Virus removal

Operating Systems

Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2008 and R2

Education & Certifications

My Computer Career Indianapolis, IN

Information Technology Career Training November 2012 - November 2013

Certifications

CompTIA A+

MTA Networking

MTA Windows Client Operating System

Certifications in Progress

CompTIA Network+

MTA Security Fundamentals

MTA Server Administration

CompTIA Security +

C EH (Certified Ethical Hacker)

Cisco Certified Network Associate (CCNA) Routing and Switching & Security

Cisco Certified Entry Networking Technician (CCENT)

MCSA Microsoft Certified IT Professional Server 2008R2 Administration

MCSA Windows Server 2008 Server Administration

MCSA Windows Server2008 Active Directory Configuration

MCSA Windows Server 2008 Network infrastructure

MCSA Windows 7

IT Experience

Ztailors July 2015-Current

Local desktop Admin Non Active directory environment

Trouble shooting connections from client to servers using Ping Ipconfig and network adapter configurations

Setting up Wi-Fi on client laptops IPhones and windows tablets

Installing Windows updates and setting security standards for users and devices

Day to day maintenance of laptops desktops mobile phones desktop VoIP phones and tablets

Setting up of new user devices and training

IU Health/SmartIT June 2014-current

Windows 7 Migration Technician

Windows 7 Migration Team lead and trainer managing a team of ten doing migrations and post trouble tickets

Asset management updating and physical discoveries of PC’s using Cherwell

Windows 7 installation and configuration using SCCM 2012 and Windows Deployment Services

Post Windows 7 migration trouble ticket resolution

Post domain migration Desktop Support

Printer installation using Group policy

Active directory user account management

VPSX Printer installation, Panasonic document scanner driver installation

Manual XP-7 migrating of auto login desktops and laptops using USMT, VBS scripts, Batch files and WET

Installation of vast array of third party software

Microsoft Office 2010 troubleshooting

Cherwell ticketing systems

Dell/Ascension Health/St. Vincent - Contract October 2013 – June 2014

Desktop Support Technician (End-User Support)

Hands on and remote support for 300 person office environment and St. Vincent Heart Center and Doctors’ offices

Troubleshoot network applications support and hardware break fix

Receive and respond to priority tickets based on priority and time received

ITzilla (SNAP) & Service Now ticketing systems

On-site and remote support

Testing and troubleshooting of Enterprise and Clinical applications on Windows 7

Side by side migrations from Windows XP to Windows 7

Microsoft Office Suite 2003,2007, 2010 troubleshooting

Use MDT Server to install Windows OS and system applications

Netfor May 2013 - August 2013

Remote Deployment Technician

Windows XP to Windows 7 Operating system upgrade

Ran VBS script files to migrate Data

Configured Micros Retail Xstore POS systems

Used Citrix Go To Assist software for Remote Desktop into customers PC

Configured and installed Verifone Pin Pads and fingerprint scanners for multifaceted authentication

Installed Network and Local printers and Installation of device drivers

Used In-house Help Desk Ticketing system to accept Work Order and record any install issue notes

Used internal Knowledge base system to resolve any level one install issue

Hard disk drive installation and imaging software

Used Acronis backup and restore Symantec, Ghost imaging

Configured static IP and DNS addressing

Provided over the phone one on one customer service

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