Desktop Support Junior Network
Resume:
Michael Shannon
Bensalem, PA *****
***************@*****.***
Objective
Seeking a position as a IT Professional in a highly demanding environment.
Summary of Qualifications
• Four years United States Marine Corps experience with strong organizational, leadership, and troubleshooting skills
• Qualifications include Administrative Experience, Strong Organization Skills, Help Desk, and Desktop Support
• Utilized leadership skills while managing the entire Unclassified and Classified networks (over 5,000 users) while fulfilling the duties of an E-7 as an E-4 while in Ar Ramadi, Iraq.
Professional Experience
MASTERY CHARTER SCHOOL - Oct 2014 – July 2015
Desktop Support Technician
• Desktop Support Technician for various school sites throughout the city of Philadelphia
• Travel between sites in support of school staff
• Worked with staff and faculty to provide expedient support for all hardware and software related issues
• Asked to manage several tasks daily and to maintain follow up for several tickets concurrently
THE GEEK STOP - July 2014 – August 2014
Computer Technician
• Computer technician for an independent computer shop in Alpharetta, GA
• Dealt with virus removal, imaging, hardware replacement and software installation
• Provided iPad/iPhone/Android hardware and software support
UNIVERSITY OF PENNSYLVANIA - Dec 2012 – May 2014
Local Service Provider - Katz Center for Advanced Judaic Studies
• Worked alone without a team as the only IT support personnel for the building in support of more than 30 users.
• Daily functions included desktop support, Active Directory server management, and website design and management using HTML, SHTML, and Drupal
• Maintained print servers, ensured backups, and imaged machines as necessary
• Learned how to use Constant Contact program to design, structure, and send e-mails via HTML code on behalf of the center to former alumni and prospective students
• Assisted with the design and distribution of the Katz Center newsletter using Adobe Photoshop CS6
• Configured and managed the Ubuntu Server responsible for the Leeser project website
Desktop Support - Wharton School of Business
• Supported operations effectively as the only desktop support personnel in the office during the second week with the company
• Daily functions included imaging computers with Symantec Ghost, imaging Apple iPads, and managing the Wharton MDM server
• Worked with Active Directory, Cisco VPN, Microsoft Office, Microsoft Outlook server, backup storage, MAC software installation, printer installation and configuration, and Group Policies
RESOURCES FOR HUMAN DEVELOPMENT - March 2012 – April 2012
Help Desk Administrator
• Supported business operations by troubleshooting desktop support issues
• Phone and computer support required the utilization of effective multitasking skills
CONVERGY’S CORPORATION - July 2011 – December 2011
Internet Customer Care Center
• Employed as an Internet Customer Care Technical Support specialist for USPS.com
• Provided echelon II phone support for all customers regarding printing labels, unlocking accounts, processing refunds, Web Tools Application Program Interfaces, and PO Boxes online
• Strong interpersonal skills with a heavy emphasis on multitasking
• Provided excellent customer service and troubleshooting support as well as management of the Production Server.
UNITED STATES MARINE CORPS - June 2007 – June 2011
Data Systems Specialist
• Maintained the operational functionality of all Bravo Company gear (Unclassified and Classified) in support of the Littoral Warfare Training Center as the Marine Corps Integrated Maintenance Management System Clerk
• Placed in charge of over 100 pieces of “Secret” material and tasked with organizing and keeping track of all gear
Help Desk Manager
• Served as Liaison for the G-6 Help Desk in Al Asad, Iraq for over 20,000 users on Al Asad Air Base
• Worked with Symantec Ghost, Remote Desktop Console, DHCP Server, Active Directory, Microsoft Outlook, and Print Servers
• Stayed on-call as a supervisor 24 hours a day in support of Help Desk operations
• Inducted computers into maintenance and kept records of all serviced gear
• Provided face to face and phone support for all users including Field Grade and General Grade Officers daily as the first echelon of support and troubleshooting.
Local Area Network Non-Commissioned Officer In Charge
• Managed both the Classified and Unclassified networks in support of Operation Iraqi Freedom
• Worked with Microsoft Visio to design network diagrams for the Provincial Government Center in Ar Ramadi, Iraq and implemented plans to install the network
• Supervised, mentored, and counseled a team of 20 junior Marines, taking over the role of an E-7 as an E-4
• Monitored and configured the network daily using SolarWinds and Kiwi CatTools software
• Implemented new security protocols including Sticky-Mac and Access-Lists. Utilized Terminal Access Controller Access-Control System to monitor access to the network through authentication and documented all work logs with Logbook Version 2.0 to keep track of shift work.
Education
Marine Corps Communication-Electronics School:
Basic Electronics Course - November 2007 – January 2008, Radio Fundamentals Course - February 2008 – March 2008, Ground Communications Organizational Repair - April 2008 – May 2008, Tactical Data Systems Network Operators Course - June 2008 – August 2008
Corporals Course Leadership School -
October 2009 – November 2009
Awards
Good Conduct Medal - 2010
Iron Man Award - 2008
Class Guide/Class Commander - 2008
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