Technical Support Office

PAUL SHARER

*** *** ********* ** ****** GROVE, IL 61065 ***********@*****.***

PROFESSIONAL SUMMARY

Highly motivated technology professional, skilled at breaking technology down into understandable features and benefits for end users. Skilled classroom instructor who excels at creating learning relationships with students, or when providing help desk support and problem resolution to technology novices. Takes pride in demonstrating to the customer satisfaction is top priority.

CERTIFICATIONS

Comptia A+ (2009 Objectives 701 /702 exams)

Comptia Network+

Microsoft Certified Professional (XP Pro)

PROFESSIONAL EXPERIENCE

6/22/15 TO Present FLAD Architects via Adecco Technical Brookfield, WI

Troubleshooting and supporting Windows 7 Operating system

Support for GMAIL accounts from an enterprise account

Setting up and troubleshooting Microsoft Office 2013 in a cloud environment

Performed migration of 400+ users from Mozilla Thunderbird and GMAIL to Office 365 to include but not limited to migration of local folders from Thunderbird, Manually setting up Office 365 and Outlook

Wrote training material for the beginner level Office users in order to provide user training prior to migration

Delivered training for Office 365

Supported the setup and transfer of data and contacts on iPhones

Prepared workstations with company image and performed setup to the domain

Deployed new employee workstations and provided orientation to new employees

Provided exceptional help desk services to the end user

Troubleshoot Network issues

Troubleshoot LIFESIZE video conferencing equipment

Performed installations of Network printers and copiers

4/1/2011 TO 6/3/2015

Northwestern Mutual Insurance via Adecco Technical

Brookfield, WI

IT HELP DESK TIER 1 AND TIER 2 SUPPORT

Troubleshooting and supporting Microsoft Windows XP and Windows 7 and Windows 8 operating systems

Migrating clients from Windows XP to Windows 7 to include data restoration

Troubleshooting and supporting Good Mobile Messaging for IOS and Android mobile operating systems

Use HPSM Service Manager Software for ticketing

Troubleshooting and supporting company proprietary software for Northwestern Mutual Insurance Company

Support and troubleshoot WAN and LAN operations for both Home Office and Field clients

Support and troubleshoot Virtual Private Networks

Troubleshoot network connectivity issues

Perform reimagining of operating systems on clients computers

Password support for Home Office and Field clients

Expert user of BOMGAR Remote control software

Troubleshoot and resolve issues with VMware Virtual machines

Advanced with troubleshooting and using Microsoft Office 2007 and 2013 suites in particular Word, Excel, PowerPoint and Outlook

12/1/2010 TO 4/1/2011

Diversy via A3 Staffing

ASSET MANAGER FOR UNITED STATES AND CANADA

Responsible for $100,000+ inventory of computer equipment

Responsible for tracking of assets to include PDA’s, Laptops, Desktops

Responsible for assigning assets to all corporate users

Responsible for assigning of trouble tickets and assigning to appropriate department in timely manner

Responsible for recycling of assets to be donated to charity

1/1/2009 TO 11/1/2010

Computer Systems Institute

Skokie, Il

SECONDARY EDUCATIONAL INSTITUTION

Computer Certification Instructor

Contracted with CSI through Robert Half Temporaries. Converted to full-time staff after 1 year of employment

Provided classroom facilitation and instruction to over 200+ students on Microsoft Windows Server 2003, Windows XP Pro, Comptia Network+, and Comptia A+ certification courses

Created new curriculum used to prepare students to complete all certification exams for Microsoft Certified System Administrator (MCSA)

Served as subject matter expert for students on VM Ware and VM Ware Player usage in a classroom environment

6/1/2008 TO 11/1/2008

2 Wire ATT via Volt Technical Resources

San Antonio Texas

TECHNICAL SUPPORT AGENT (TIER 1 SUPPORT)

Supported end users with technical assistance on issues concerning component services to include connectivity issues, email setup, remote desktop using VNC software, TCP/ IP issues, wireless setup, and firewall configuration

Handled more than 50 inbound calls daily at state of the art call center to provide technical support and Tier 1 help to AT&T Uverse customers

EDUCATION

College of Lake County PC Technician Certificate

New Horizons Training Center

MILITARY

United States Navy Retired August 1986- September 2006

REFERANCES

Available upon request

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