Michael A. Roy
Garland, TX 75040
Professional with strong technical and communication skills in Information Technology and Construction Support including using networks, personal computers, and laptops. Experience with Microsoft Validation and Production Patching, network administration and installations, PC configurations, documentation, Printer setups, re-imaging, hardware diagnostics and Active Directory and Change Management. Excellent analytical skills, PC software training, help desk support, desktop support and customer service management.
PCs, laptops, printers, network cards, routers, Smartphones, Blackberries, iPhones, iPads.
MS Office/Outlook 2k3,2k7, 2k10 and 2k13, Citrix Metaframe, Citrix 3.0, QBasic, IE, Netware 3.12, Novell 3x, Telnet, Telco, ProComm & ProComm Plus, Hummingbird, GTE TSI, AT&T, SBC Toolbar, ACD, GUI, SS7 Conversions, SOFIE, SSP, AIMS, NXTT, CSR Tools, FOCIS, JNote Mill, IDM, Sessions, Pepsi Business, Host XNET, IMS, XPTR, TSO, PAAS, PACT, Pepsi, Tropicana & Quaker Mainframe, Kronos Webforce Central, UOA Mainframe, Lotus Notes, Business Objects, ORACLE, UNIX, Dameware Mini Remote Control, Credant, IP Addresses, White Plume, ACT!, RightFax, Proteus, SCCM 2k7 and 2k12, VPN, VNC, Go To Assist, Postini, Constructware, Active Directory, MS Exchange 2k3, 2k7 and 2k12, Blackberry OS and Server, ITSM, Remedy, TBS, Peregrine and Service Now, McAfee, Trend Micro, Sophos, Symantec, PGP & Bit-Locker.
DOS, Novell NetWare v4.X, Windows 3.1, 95, 98, ME,NT 4.0, XP Pro, WIN7, WIN8 and WIN8.1, Server 2k3, 2k8 and 2k12.
Customer Support Technician
Microcomputer Technical Training
A+ Core Hardware
2005 & 2016
A+ Operating Systems
2005 & 2016
2005 & 2016
Windows XP Professional
Client Operating System User Support
Client Operating System Application
Introduction to Routers
Interconnecting Network Routers
Michael A. Roy PAGE 2
Baylor Scott & White Health Care, Dallas, TX 2012-2015
Systems Engineer I
Responsible for the monitoring of system performance and system availability. Helped in designing, monitored, and maintained specified systems. As a Systems Engineer I was able to assist in the planning, implementing, and managing of small to medium sized projects. Assisted in the designing, configuration, and installation of new systems. I worked with employees and other stakeholders (Applications, Server, DBA, Storage, Network, Desktop, Citrix, etc.)
Assigned numerous projects such as, Microsoft Validation and Production Patching, Printer (Blue Cat) setups, Right Fax, ACT!, White Plume, PGP Reports and secondary Exchange Admin.
Worked with and supported software applications RightFax, Citrix, ACT!, White Plume, Microsoft Standard and Pro Outlook accounts through 2k7, 2k10, 2k13. Worked on and supported Anti-virus software Sophos, Symantec, PGP and Bit-Locker.
Pushed and deployed applications through SCCM 2007, did manual pushes through Remote Desktop, Lync 2k10, 2k13, Go To Assist and VPN.
Supported and worked in Windows Servers 2003, 2012. Created log files within the servers.
Served as a secondary Exchange Admin when needed for assistance with adding users, setting up email accounts, distribution groups setting up full access permissions and send as permissions to users and groups through the Exchange Management Console 2007 and 2012. Some scripting (PowerShell) through our admin servers to add or remove users or groups from certain groups, doing mailbox or distribution mergers or adding or removing storage space.
Assisted in removing or adding users from the disconnected mailboxes and setup Public Folders through Exchange.
Worked in and supported the setup of Printers with DCHP and DNS.
Assisted with system design and implementations including system architecture design, disaster recovery procedures, developing project requirements, software installations, and configurations.
Re-imaged laptops with the latest OS software and applied anti-virus software Symantec and PGP.
Assigned documented tasks or assisted with troubleshooting issues.
Responsible for understanding unique details of assigned systems, working closely with users, DBAs and application administrators on upgrades and problem resolution, providing incident and change requests. Knowledge Champion for KB Articles as well creation of KB Articles.
Performed normal system upgrades for both software and hardware, performance tuning and also performed scripting for normal procedure automation with some assistance. Worked to become a subject matter VIII. expert in one or more areas.
Prioritized work appropriately, carrying out assignments with the appropriate level of direction and completing tasks within deadlines with supervision.
Monitored work progress, informing team leaders, team managers and/or employees of project status, problems or obstacles and workload problems in a timely manner with supervision. Provided timely and accurate status reports with supervision.
Provided accurate and up to date system, site and project documentation.
Provided appropriate documentation for scheduling of resources. Created and maintained system reports such as uptime/availability, system utilization and growth.
Michael A. Roy PAGE 3
Balfour Beatty Construction, Dallas, TX
System Support Analysts I
Fielded incoming help requests from end users via both telephone and e-mail in a courteous and professional manner. Documented all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Built rapport and elicit problem details from help desk customers. Prioritized and schedule problems. Escalated problems (when required) to the appropriately experienced technician. Recorded, tracked, and documented the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identified and learn appropriate software and hardware used and supported by the organization.
Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performed post-resolution follow-ups to help requests. Evaluated documented resolutions and analyze trends for ways to prevent future problems.
Developed help sheets and frequently asked questions lists for end users.
Created email accounts in Exchange for 2k3, 2k7, and 2k10 users, setup Global and
Security Distribution Groups as well as to reconnect and disconnect accounts and enable
Synch users for mobile devices.
Created and setup the voice prompt (my voice) for the National Central Help Desk.
Supported the users’ accounts in the Cisco Unified Communications for our VOIP System. Created accounts as well as change their passwords or disable their accounts.
PepsiCo, Plano, TX
Contractor-Help Desk Analyst
Performed customer support for PC, mainframe and midrange calls in a fast –paced corporate help desk environment. This involved logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary. Worked with backline teams and operations to prevent problems, facilitate problem resolution and provide overall outstanding customer service.
Supported desktop operating systems including Windows NT, Windows XP and OS2.
Experienced and knowledge in working with the MS Outlook/Exchange server, password reset, authentication, remote access/VPN.
Working knowledge of PC Hardware configurations and troubleshooting.
Provided a basic understanding of LAN/WAN technology.
Displayed strong oral and written communication.
Michael A. Roy PAGE 4
Verizon, Plano, TX 2005-2006
Contractor-Tech Support Agent
Troubleshooting via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications.
Answered incoming inquires, respond to customer questions and solve problems according to standardized procedures while maintaining a courteous manner.
Asked effective questions and gather information to determine source of problems and customer needs.
Logged on/off customer care system and accesses account files.
Entered alpha and numeric data via computer keyboard into an automated system accurately.
Accurately capture all customer and issue related information in the proper database.
Led customers through documented process of fixing their software, hardware, or network problems
Birch Telecom, Dallas TX 2004
Served as the primary point of contact to the end user, post sale and then throughout the cutover. Direct contact and matrix management of multiple work groups within Birch including but not limited to Sales, Provisioning, Engineering, Translations, Field Ops and various vendors on behalf of the end user.
Involved in daily monitoring of personal work queue by tracking all allocated ILEC/CLEC assignments within TBS.
Ordered loops from CLEC or ILEC and coordinate Local Number Portability.
Communicated with all parties involved on an order to ensure consistency of information regarding order status.
Escalated when needed to deliver ordered facilities based on LEC/CLEC standard interval and the needs of the customer.
Ordered and coordinated LNP with the LEC/CLEC based on negotiated due dates with customers.
Escalated when needed to receive FOC for LNP orders submitted to the LEC/CLEC.
Created subscriptions using the NPAC database for number ports.
Tracked FOC information and placed detailed notes in TBS for ILEC/CLEC circuit ID and FOC date.
Understood IP allocation procedures to effectively assign them for customer orders.
Ensured that task work is being completed on time to meet agreed upon intervals.
Involved in daily monitoring of personal work queue.
Effectively scaled work volume to support increasing sales.
Computer Support Technician, CCI Training, Dallas, Texas
Computer User Support Specialist, LeaderQuest, Irving, TX