Michael Kirkpatrick

**** ******* ***** *****

Saint Charles, Missouri 63304

636-***-****

acwgga@r.postjobfree.com

PROFESSIONAL OVERVIEW

INFORMATIONAL TECHNOLOGY PROFESSIONAL - Hands-on visionary with advanced technical expertise. Strong skill set in developing, analyzing, and implementing complex network environments. Expert product knowledge in hardware and software deliverables. Successfully meets the challenge of remaining current with new and developing technologies. Demonstrated leadership with customers and constant quality in the technical development of colleagues and subordinates. Confident in my abilities and committed to performance excellence, providing stability, and growth in computing environments.

KEY STRENGTHS

Exceptionally advanced technical knowledge with an ability to manage complex disciplines and circumstances

Provides competence under pressure in highly complicated or stressful situations

Well-developed organizational skills; identifies work plans, considers priorities, forecasts problems, and envisions solutions

Implementation of access control, physical security, and disaster recovery planning

Follows up efficiently with clients to ensure a sense of reliability

Generates a pleasurable experience while interacting with and supporting customers as well as cultivating a positive corporate impression

Clear and convincing communication skills; maintains logic and clarity in pressure/intense situations. Extremely clear, succinct, and thorough writing skills; well prepared in routine or complex subjects

Proven training/development abilities in cultivating talents within highly complex environments; adapts style to recipient

Industry and environment knowledge includes Microsoft server/client, Linux server/client, basic Unix, Microsoft Office Suite, Open Office, LibreOffice, Kingston Office, Keseya CRM, Untangle, and several virus and malware programs

RECENT EXPERIENCE

J & B Technologies, Ltd.

Remote Administration and Onsite Technician 11/2015 – 02/2016

Provide remote support and onsite installation, repair, and software training

Assist clients, both home users and business customers, with any issue relating to the Microsoft, Mac OS, Android, and IOS

Proactively monitor for issues such as failed login attempts, viruses, malware, drive space, and software updates

Provide support, installation, repairs, and training onsite when remote support is not possible

Monitor the ticket queue using the Keseya CRM software to ensure that SLAs are met

Assist with hardware intake for repair

Build and image PCs and servers

Repair PCs and laptops and proactively communicate the status and cost with the customer

Build, image, and support firewalls running the Untangle software

Provide outstanding customer service by communication and building value in the different service packages that the company offers

Remain current on several different software packages that we offer and support

Research other software that could prove valuable to our clients and report findings to management

Remotely install and set requested parameters for the Keseya CRM software

PREVIOUS EXPERIENCE

Retail Technology Group

Support Center Technician – Level 2

Remote Support – Fenton, MO 06/2012 – 05/2013 and 11/2013 – 06/2014

Provide remote installation, configuration, support, and training

Provide customer service and support for multiple POS platforms including Aloha, Meunlink, NETPOS, and InfoKing

Troubleshoot modems, switches, routers, wireless access points, and back of house servers for hardware and software issues

Remotely guide employees by telephone to assist in the troubleshooting and repair of their stores

SQL database migration from a Unix/Linux environment

Utilize remote administration software such as VNC, Remote Desktop, LogMeIn, JoinMe, and Team Viewer to resolve issues in the fastest possible manner

Implementing Access Control, Physical Security, and Disaster Recovery Planning

Setup, configure, and troubleshoot credit card processing issues with all major banks and processors

Assist in break/fix, troubleshooting, design, implementation, and roll out of new client sites in our onsite labs

Recruited, located, and dispatched subcontractors by their strengths to locations when remote support was not possible

Have a strong working knowledge of Javelin, J2, Panasonic, Posiflex, Touch Dynamic, Radiant, and Par, as well as many peripherals such as cash drawers, MSRs, bioscan devices, and receipt printers

ATB Technologies

Help Desk Technician

Help Desk Technician Level 2 – Creve Coeur, MO 05/2013-11/2013

Maintain Network, issue permissions, add/remove users, and ensure daily server backups.

Created AD and Exchange accounts for new employees of our clients

Maintained, updated, and issued user group profiles and permissions

Maintained and backed up both virtual and physical servers for both Windows and MAC

Made sure that client SLAs were met or exceeded via several different ticketing systems

Dell

Field Service Technician

Contractor – Saint Louis, MO 02/2011 – 05/2013

Provide repair for the full line of Dell products

Analyze damage and provide the most cost effective way to resolve hardware and software problems

Provide excellent customer service and build value in Dell's products and support

Troubleshoot and repair network issues covered by Dell

Assist customers with software and network upgrades

Remain current on all certifications and training for new product lines

Follow up with customers after service is complete to ensure satisfaction

MTS

Help Desk Technician

Remote Support – Chesterfield, MO 01/2010 – 02/2012

Provide Hotel Guests with Technical Support for Hotel WIFI and Internet Kiosks

Provide customer service and support for high speed internet access (HSIA) to hotel guests

Troubleshoot Microsoft, Macintosh, IOS, Linux, and other OS, for internet connectivity

Assist hotel personnel in maintaining network speed and connectivity for front desk and back office support

Configure servers, wired and wireless access points, routers, modems, and switches

Handle TCP/IP, DNS, and DHCP issues for a diverse group of clients

Ensure the highest level guest satisfaction by maintaining a strong knowledge of cross-platform hardware and software

Maintain a good working knowledge of servers and firewalls from Ant Labs, Cisco, Elfiq, HP Procurve, Nomadix, Ruckus, and Zhone

UNITED STATES DEPARTMENT OF HOMELAND SECURITY – TSA

Supervise Screening Personnel, End User Support, Training, and Upgrades

Screening Operations Supervisor – Lambert Field (STL) 09/2002 - 08/2010

Provide leadership to the screening officers, server/desktop/laptop hardware/software upgrades and training

Installing and training on proxy card security and biological timekeeping hardware

Ensure that upgrades are implemented flawlessly and are held to stringent DHS security protocols

Train DHS end user employees on hardware/software upgrades to ensure minimal impact to operations

Minimize downtime during installation/implementation of upgrades

CERTIFICATIONS

Dell Certified System Expert

Customer Induced Damage

On-Site Troubleshooting

DCSE 2010 Desktops

DCSE 2010 Portables

DCSE 2010 Server

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