Microsoft Office Support
Resume:
MARK O'CONNELL
Madison, CT *****
Email: **********@****.***
PROFILE: Ten years of Fortune 500 experience in global desktop/help desk support with expertise in third tier troubleshooting, as well as enterprise-wide technical support and with expertise in healthcare electronic medical records.
QUALIFICATIONS: Highly-focused, with a strict attention to detail and accuracy.
Flexible, with the ability to multi-task and contribute to lean staffing.
Excellent troubleshooting and diagnostic skills.
Outstanding writing skills used to develop and disseminate technical instructions/manuals.
Strong advocate of teamwork, performance excellence and continuous quality improvement.
EDUCATION: ALBERTUS MAGNUS COLLEGE, New Haven, CT
Master of Arts in LEADERSHIP, 2007
GPA 3.94
Bachelor of Science in MANAGEMENT INFORMATION SYSTEMS, 2002
GPA 3.71, Magna Cum Laude
CERTIFICATIONS: A+; INet+; MCP; MCTS
TECHNICAL SKILLS: Operating System Skills: Windows 3.x, 9x, NT, MS Dos 5.x/6.x/7.x; MacOS 6.x/7.x/8.x
Software: Windows Vista; Windows 7; Microsoft Office Suite; HTML; BASIC; Pascal; Exchange; Outlook; QuickTime Player; Adobe Reader; Webroot Spy Sweeper
Remote Tools: TeamViewer; Remote Desktop Connection for Windows 7/Vista/XP/98/95; Dameware; PCAnywhere
WORK EXPERIENCE:
8/11 - Present ACS, a Xerox Company
CALL CENTER DESKTOP SUPPORT
Work in collaboration with the IT department at UMASS Memorial Center.
Provide helpdesk support to users on Microsoft Office Suite and various electronic medical record systems, which including SOARIAN (clinical, financials and pharmacy), Nortel (conferencing) Hyland OnBase, Salar Teamnotes, Softmed, and WebESA.
Acquire knowledge of all software packages to assist in the conversion from MEDITECH to SOARIAN.
Utilize Active Directory to support conversion and facilitate the centralization of data for user access.
Support multiple medical units, including clinical, pharmacy, nutrition, diets, etc., using various software modules.
Build user-focused collaborative partnerships, providing education as a means to increase user knowledge and decision making autonomy.
One of two employees out of 25 that received a performance rating of "outstanding".
4/07 - 5/10 IBM CORPORATION
TECHNICAL SERVICES PROFESSIONAL, Assigned to the Hartford Financial Services Group
Provided Microsoft exchange support for 25,000 global users.
Provided diagnostics, troubleshooting and remote resolution of problems related to exchange, email/messaging and calendar applications.
Primary catalyst in the set-up of a ticket queue management system to prioritize jobs based upon operational impact.
Assumed 24/7 emergency support on a rotational basis.
Worked with users to set-up shared accounts.
Served as a primary force in positioning tech support as a user education group.
Effectively use client education to reduce troubleshooting calls and adding value to business unit relationships.
Worked in collaboration with management and business units in a cross-functional environment to gain support for positive change and continuous quality improvement.
Desktop systems included Windows XP, XP Service Pack 2.
MARK O'CONNELL Page 2
Resum (Continued)
WORK EXPERIENCE: (Continued)
5/02 - 4/07 THE HARTFORD
CONSULTANT, Enterprise Messaging Group 6/06 - 4/07
Provided support to over 20,000 global users to create and maintain group mail boxes and calendars.
Served in a troubleshooting capacity to support the set-up and maintenance of Outlook infrastructure.
Spearheaded the planning and execution of a ticket queue management system.
Positioned group as solutions providers.
Established client-focused partnerships with business units.
Assisted clients by positioning group as value-added, linking our services to broader objectives including cost efficiencies, productivity and process improvements.
Desktop systems included Windows XP, XP Service Pack 2, Windows 2000, Service Pack 6, Windows 98 and 95.
ENGINEER, ISD Testing & Certification Group 9/05 - 6/0
Played a leadership role in the software certification process.
Conducted detailed analysis and testing of software packages (i.e. QuickTime Player, Adobe Reader, Flash Player, etc.) to assess the feasibility and adaptability in the clients' user environment.
Provided senior management with recommendations to accept or reject applications with cost implications in the millions of dollars.
Developed and disseminated technical specifications/manuals providing users with guidance in the use of software applications/upgrades/revisions.
Created and disseminated technical specifications on the use and removal of spyware.
Conducted on-going research to support the implementation of Microsoft Office products and enterprise-wide anti-spyware (i.e. Webroot Spy Sweeper).
Served as project advisor for the enterprise-wide deployment of Microsoft Office Outlook 2003.
AUTOMATION CONSULTANT, Desktop Support Unit 6/03 - 1/04
Infrastructure Solutions Department
Provided on-going user support covering the evaluation, installation and troubleshooting of desktop software applications.
Conducted detailed infrastructure analysis to resolve applications problems on a global scale.
THIRD LEVEL DESKTOP SUPPORT ANALYST, 5/02 - 6/03
Technology Services Department
Handled escalating technical problems in a fast-paced environment.
Coached, mentored and developed junior associates to improve technology proficiency and increase our level of one-stop service reliability.
IT INTERN 5/01 - 8/01
One of the only two interns offered a full-time position out of 25 candidates.
ACADEMIC:
8/10 - 10/10 ALBERTUS MAGNUS COLLEGE, New Haven, CT
ADJUNCT PROFESSOR
Taught Operating Systems Concepts in October 2010 and in March 2011
7/10 - 8/10 BRANFORD HALL CAREER INSTITUTE, Branford, CT
ADJUNCT PROFESSOR
Taught two courses in Microsoft Office 2007 and Implementing & Supporting Windows XP.
CONSULTING:
1/11 NEWALLIANCE BANK, Smartsource, Madison, CT
CONSULTANT
Deployed computers and printers.
References available upon request
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